Jyoti Yadav
Gurgaon
Summary
To get a challenging position where I get an opportunity to explore my capabilities to the maximum extent and contribute to the goal and success of the organization.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Executive
Teleperformance
11.2017 - 02.2021
- AMEX Process
- Handled a high volume of inbound calls and emails.
- Managed real time escalation.
- Adhered to strict quality standards and KPI's.
- Identified pain areas and filled process gaps to improve customer experience.
- Handled an average of 80+ customers interaction daily, maintaining a 98% customer satisfaction score and exceeding the monthly target.
- Utilized CRM system to log customer interaction, track cases and update customer records to ensure data accuracy.
- Trained and mentored junior team member on effective communication and problem solving technique.
Senior Process Analyst
INFOSYS BPM
04.2021 - 11.2024
- Project Name:- Brightspeed
- International Voice process.
- Adhered to strict quality standard and KPIs
- Provide efficient and accurate resolution to customer queries and complaints.
- Utilized CRM and ticketing system to track and manage customer satisfaction.
- Reviewed team performance and shared plan action.
- Coached real time queue and employee performance evaluations.
- Responsible for team productivity, daily performance
- Handled US Customers.
- Utilized CRM system to log customer interaction, track cases and update customer records to ensure data accuracy.
- Utilized salesforce to handled live chats.
Education
B- Tech - Computer Science Engineer
Hindustan institute of technology & management
01.2016
12th - Science
Holy Public School
01.2012
10th - Math's
Holy Public School
01.2009
Skills
- CRM
- Excel
- Vision Plus
- Easy Rewards
- C
- JAVA
- NET
- Salesforce
Languages
English
Hindi
Current Location
Tower 7B flat no 816, Signature global Grand IVA, sector 103, Gurgaon, Haryana
Permanent Location
Marg Shree vihar, near canara Bank, Bainpur Road, Sikandra, Agra, 282007
Hobbies and Interests
Sketching
Training
Training in CMC-NOIDA, SUBSIDARY OF TCS
Disclaimer
I hereby declare that all the details furnished above are true and correct to the best of my knowledge and belief.
Personal Information
- Father's Name: Mr. Hirdesh Kumar Yadav
- Date of Birth: 07/09/94
Timeline
Senior Process Analyst
INFOSYS BPM
04.2021 - 11.2024
Senior Customer Support Executive
Teleperformance
11.2017 - 02.2021
10th - Math's
Holy Public School
B- Tech - Computer Science Engineer
Hindustan institute of technology & management
12th - Science
Holy Public School
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