KALPANA KAUSHIK
Uttam Nagar
Summary
Dynamic professional with a proven track record at Teleperformance, excelling in performance management and process improvement. Skilled in data analysis and employee training, I enhance team productivity while ensuring regulatory compliance. Adept at customer service, I consistently drive results and foster a high-performance culture.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Manager Call Centre
Teleperformance
Gurgaon, Haryana
06.2018 - Current
- High-performance delivery on all quality parameters.
- Audit chats and emails on product/process, communication, and soft skills parameters.
- Conduct audits and provide feedback for the targeted population, with the objective of improving scores for advisors throughout our conversion.
- Data analysis and making designated reports/decks.
- Participant in calibrations to ensure consistent scoring & feedback delivery approach
- Make recommendations, and drive improvement.
- Reduce the learning curve, and help enhance the product/process knowledge of new joiners.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Customer/Client Interactions.
- Ensured compliance with safety regulations and company policies.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Supervised daily operations including scheduling shifts, assigning duties.
- Assigned work and monitored performance of project personnel.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
Holiday Expert
Makemytrip
12.2017 - 06.2018
- Sale of International Holiday packages
- Advised clients on budgeting tips for their holidays and other related matters.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Assisted customers in selecting suitable holiday packages based on individual needs and preferences.
- Developed personalized travel itineraries based on clients' preferences and budget.
Sales Coordinator
Lance Led
04.2017 - 09.2017
- Generating Leads & their follow-up
- Meeting prospecting Clients
- Preparing Quotations
- Payment follow-up & updation
- Sales co-ordination
Counselor and Admin Head
Euro Smart Kidz
03.2014 - 04.2017
- Counselling walk-in enquiries
- Generating leads and their follow-up
- Management of day to day working
- Staff management
- Admin
- Maintaining records and handling complaints
- Cash management
Royal Bank of Scotland
07.2007 - 05.2010
- Investigation of transactions based on International finance
- Dealing with LORO, NOSTRO concept
- To be in constant touch with Reconciliation Department, Cash management, Treasury department etc
- Responsible for the team targets to be achieved within daily specified shift scheduled
- Regularly advising the Treasury/Cash Management Deptt
- Regarding huge amounts of cash lying unattended in various accounts of bank to be properly channelised for profit maximization
- Providing training to the new team members so that they can be well versed with the process along with authorization of their work
- Coordinating and motivating the team to achieve the desired results
- Documentary review of inquiries to ensure completeness and compliance with procedural requirements
- Investigating International Payments with variety of case types, which includes Bank-to-Bank Payments, Client-to-Client Payments, Nostro and Vostro Reconciliation, Treasury Deals
- Liaising with Operations staff to determine root causes and appropriate resolutions of breaks and exceptions
- Escalate cases if they do not get resolved within pre-specified time
- Investigating the non-reconciled cash breaks and liaising with all intra-departments
- Knowledge of SWIFT, EBA and TARGET, SEPA PAYMENTS, MT103, MT202
Education
Intermediate - Commerce
Happy Model School
New Delhi01.2000
B.Com ( Pass ) -
BHARATI COLLEGE
DelhiB.ED -
Maharishi Dayanand University
RohtakOne Year Diploma - Fashion Designing
NIFD
Rajouri Garden, New Delhi6 Months Basic Computer Course - C Language
C.M.C.
JanakpuriSkills
- Basic Computer Course
- C
- Well conversant with MS Office
- Windows based applications
- Outlook
- CRM
- Lotus Notes
- Knowledge of accounting and financial management
- Project Management
- Good Communication Skill
- Ability to work under pressure
- Team leadership
- Employee training
- Time management
- Performance management
- Customer service
- Regulatory compliance
- Process improvement
- Documentation and reporting
Hobbies and Interests
- Listening Music
- Reading
Languages
- Hindi
- English
Personal Information
- Husband's Name: Mr. Ashutosh Kaushik
- Date of Birth: 02/24/83
- Gender: Female
Accomplishments
- Star award for the year 2024
- Successful completion of a project EMEA-RET.
Certification
- Jump Certified Trainer
- Jump Certified Ops lead
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Assistant Manager Call Centre
Teleperformance
06.2018 - Current
Holiday Expert
Makemytrip
12.2017 - 06.2018
Sales Coordinator
Lance Led
04.2017 - 09.2017
Counselor and Admin Head
Euro Smart Kidz
03.2014 - 04.2017
Royal Bank of Scotland
07.2007 - 05.2010
Intermediate - Commerce
Happy Model School
B.Com ( Pass ) -
BHARATI COLLEGE
B.ED -
Maharishi Dayanand University
One Year Diploma - Fashion Designing
NIFD
6 Months Basic Computer Course - C Language
C.M.C.
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