Jasmine Walia

Assistant Manager - Training and Quality, Yatra.com, 2024-2025 (at present).

Training Programs: Design, approve, and evaluate.

• Developed and implemented a new training program that reduced customer service call volume.
• Produced thorough, accurate and timely reports of project activities.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Managed customer service inquiries and complaints promptly.
• Conducted regular performance reviews for employees to identify areas of improvement.

Training Needs Analysis:

• Conducted thorough training needs analyses that identified key skill gaps and resulted in the development of targeted training programs.

Program Performance:

• Prepared monthly reports that analyzed the program's effectiveness and identified areas for improvement, leading to increased employee engagement.
• Ensuring customer satisfaction: training the agents in interacting with customers, handling grievances, and ensuring a high standard of service.

New Process Projects for Yatra, New Zealand:

• Led the analysis, development, and implementation of the Yatra New Zealand process, increasing revenue and improving customer satisfaction. Technical Skills: Having proficient knowledge in Galileo and Amadeus.

Quality Analyst & Team Leader (2017-2024)

• Doing calibration with the team managers, internal quality auditors, to measure the process and performance gap of engineers.
• Supervising and counseling the team to increase consumer satisfaction, handling sensitive cases with care, and providing timely resolution.
• Preparing quality reviews according to the guidelines, gauging customer sentiment, and sharing one-on-one feedback with.
• Vendors regarding will/skill issues, enabling better performance.
• Responsible for improving the quality score of vendors to increase customer satisfaction and retention for the company.
• Taking reviews of agency managers and their team leaders, QA on monthly quality performance, and resolving audit-related concerns. Ensuring compliance and auditing of the agents of the agencies.
• D-sat calling (direct telephonic interaction) with customers regarding their negative feedback on the product, process, system, and agents, and arranging an instant callback by the concerned team for issue resolution.
• Doing a dipstick of internal quality auditors to measure the variance in audits with the external quality team.
• Doing calibration with team leaders, internal quality auditors, and AMs to measure the process and performance gaps of agents.
• Reviewed completed work to verify consistency, quality, and conformance.

• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Developed strong relationships with customers by providing knowledgeable advice on products and services.
• Identified opportunities for process improvement within the customer service department.

• Resolving customer queries on the front line.
• Arrange a callback if an instant resolution is not available.
• Try to provide an instant resolution for churned customers, with full retention.

• Provided prompt and courteous service to customers via phone, email, and chat.
• Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.