Karuna Yadav
Gurgaon
Summary
Contact Centre Coordinator at Aon Consulting Pvt Ltd, focused on enhancing performance through data-driven strategies and quality control measures. Successfully reduced onboarding time while improving agent competency. Expertise in team leadership and process optimization, leading to increased customer satisfaction and operational efficiency.
Overview
2
2
years of professional experience
Work History
Contact Centre Coordinator
Aon Consulting Pvt Ltd
10.2023 - Current
- Established training programs to elevate agent skill sets, resulting in enhanced performance metrics across the board.
- Implemented process controls and metrics for effective daily administration of call center functions.
- Enhanced first-call resolution rates by empowering agents with extensive product and service knowledge.
- Maintained exceptional service standards by consistently evaluating calls and offering actionable feedback to agents.
- Boosted contact center efficiency through collaborative process improvements with IT and operations teams.
- Identified key areas for enhancement by working closely with IT and operations.
- Directed numerous client implementation projects while enhancing client relationship management.
- Compiled and assessed performance reports through Power BI and Excel.
- Created and facilitated training sessions for new hires, cutting onboarding time by 25% and boosting agent competency.
- Managed team operations and synchronized workload according to SLAs by implementing strategic organization, prioritization, and allocation techniques.
- Managed escalated customer inquiries with empathy and professionalism, sustaining elevated customer satisfaction levels.
Education
Bachelor of Arts -
University of Delhi
04.2021
High School - undefined
Kendriya Vidyalaya
03.2018
Skills
- Data-Driven decision making
- Adaptability in fast-paced environments
- Insightful Quality Auditing and Quality Control
- Team Coordination & Leadership
- Performance monitoring and strategic workforce management
- Problem Solving & Process Enhancement optimization
Accomplishments
- Awarded Gold Medal at the state level in Wushu and Kickboxing.
- Represented Haryana as a national-level athlete in Table Tennis.
Timeline
Contact Centre Coordinator
Aon Consulting Pvt Ltd
10.2023 - Current
High School - undefined
Kendriya Vidyalaya
Bachelor of Arts -
University of Delhi