Summary
Overview
Work History
Education
Skills
Additional Qualifications
Custom
Languages
Timeline
Generic

Kavita Shah

Mumbai

Summary

  • A challenging position in a growing Organization, which provides opportunity for enhancement of professional and personal status.
  • Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly.
  • Strong work ethic and effective communication skills.
  • Eager to contribute to a dynamic team and support organizational goals.

Overview

23
23
years of professional experience

Work History

Sr. Customer Support

D.A Builders & Construction Contractor
Mumbai
01.2019 - 12.2024
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Sr. Customer Support Executive (Outbound)

Stellar Technologies
Vasai (W)
01.2014 - 12.2018
  • Assemble and Co-ordinate team.
  • Plan and Schedule project timelines.
  • Provide direction and support to team of 25 members.
  • Quality Assurance.
  • Client Calibrations.
  • Constant monitoring and reporting.
  • Resolved complex customer inquiries using advanced support systems.
  • Trained new staff on customer support protocols and tools.
  • Managed escalated issues to ensure timely resolutions for customers.
  • Provided mentorship and guidance to junior team members in best practices.
  • Maintained records of all interactions with customers for future reference and analysis.

Sr. Executive (Outbound)

Rhombus Technologies PVT Ltd
Andheri
03.2010 - 10.2013
  • We caler to US clients for a Mortgage Modification process.
  • Handling a team of 15 Consultants.
  • Update the client on individual files on daily & weekly basis.
  • Conduct an external calibration with the client on bi-weekly basis.
  • Update the team on the calibration discussions with the client.
  • Handling escalation calls for negotiations with the International Banks for a deal for the client.
  • Set up weekly targets for the team.
  • Provide timely MIS as required.
  • Suggest and implement process improvement opportunities.

Quality Team Leader

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
Andheri
02.2009 - 02.2010
  • Handling a team of 10 QA's.
  • Responsible for all the quality reports that needs to be sent to the Client on daily basis.
  • Ensure minimum variance between client and Internal scoring guidelines via Client Calibrations.
  • Keep updated Standard Operating Procedures (SOP) and other process documentation as required.
  • Suggest and implement process improvement opportunities.
  • Update management with Daily/ Weekly / Monthly performance of process.
  • Provide timely MIS as required.
  • Team management and maintaining the morale and aspiration of the Team members.
  • Meeting Key Responsibility Areas and Parameters of the team.
  • Ability to monitor & report Turnaround Time, Processed Volumes, Accuracy and Productivity metrics through multiple tools like dashboards etc.

Quality Control Exec (Web-Based Process)

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
Andheri
02.2007 - 02.2009
  • Handling quality for a team of 30 agents.
  • Responsible to maintain and ensure that all quality standards from the program are met.
  • Monitoring Quality of all agents as per ISO and COPC standards.
  • Transaction Monitorings and Feedbacks done on a daily basis.
  • Feedbacks communicated to the agents for audits done by the client.
  • Escalate any disputes on the scores to the client on audits done by them.
  • Educate the team on any update received through client evaluations.
  • Constant coaching & training of the Associates in order to improve Quality and to keep them updated with the ever changing nature of the program.
  • Coaching and Feedback to agents falling below the required quality targets.
  • Ensure minimum variance between client and Internal scoring guidelines via Client Calibrations.
  • Participate in bi-weekly Calibration calls, discuss cases, escalate issues which needs clarity, discuss the top 3 quality issues.
  • Maintain minutes of the calibration and chalk out appropriate action plan based on the top quality issues.
  • Conducting training programs on new processes and fresh inductees.
  • Generating & Processing data, reporting to the clients and the program.
  • Monthly analysis based on the different parameters rated during transaction monitorings, includes parameterwise-subparameterwise analysis and error analysis.
  • Based on the above analysis action plans are drawn out for specific agents with specific issues.
  • Keeping Constant check on the quality of chats.
  • Analyzes MOC (Mind of Customer) comments, categorizing them into Controllable/Uncontrollable.
  • Pareto based on different queries are created to identify the top driver for MOC & Transaction monitoring parameters.
  • Action plan based on the MOC drivers & TM parameters are identified and implemented for the concerned agents.
  • Maintaining EUD (End User Dissat) analysis trend.

Senior Customer Support Representative (CSR)

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
Andheri
11.2003 - 02.2007
  • Worked as a CSR for 2 years in a project for a US company, which is one of the leading Internet faxing company based in US.
  • Providing customer support to clients in the United States, Canada, UK, Australia.
  • To have excellent knowledge about the clients product and product range.
  • To resolve customers queries (Troubleshooting & Cancellation) via interactive chat service.
  • Maintain Quality, Response time within clients permissible range.
  • Update my knowledge constantly according to the client's requirements.
  • Maintain a balance between the client, company and end users requirements.
  • To assist new recruits with product knowledge and technical know how of customer service.
  • Was appointed as an SME for the chat process.
  • Recognised as Best Customer Service Representative for web-based process in the months of Jan-06 & Feb-07.
  • Recognised as the Best Quality Team in the month of July-07 & Sep-07.
  • Recognised as Best Quality Executive for the Quarter 4 in the year 2007.
  • 3 times was awarded the Amazing Customer Experience.
  • 25 times in the Achievers Club.
  • Successfully completed the Quality Certification Program.
  • Trained on Control Charts (6 sigma tool).
  • Successfully completed Chrysalis, a training session on Leadership, team building and handling a team.
  • Successfully completed the Six Sigma Yellow Belt Training.

Customer Service Executive (Inbound)

Smitac Equipments
Vasai East
07.2001 - 10.2003
  • Cater customer calls related pharmaceutical shipments, lodging product related complaints and handling Billing department.
  • Assisted customers with inquiries and product selection for optimal satisfaction.
  • Collaborated with team members to enhance service delivery and workflow efficiency.
  • Documented customer interactions in the CRM system for future reference.

Education

diploma in Software Engineering -

Aptech Computer Education
08.2003

BA - Economics

AV College of Science, Commerce & Arts
Vasai
05-2001

HSC -

AV College of Science, Commerce & Arts
Vasai
03.1998

SSC -

Carmelite Convent High School
Vasai
03.1996

Skills

  • Strong organizational and interpersonal skills
  • Strong written and oral communication skills
  • Detail-orientated, efficient and resourceful
  • Ability to multi-task effectively
  • Team Work
  • Planning and Organizing
  • Good knowledge of Microsoft Office (Word, Excel, PowerPoint)
  • Adaptability
  • Quality assurance
  • Team leadership
  • Training and mentoring
  • Multitasking

Additional Qualifications

Completed diploma in Software Engineering from Aptech Computer Education, 2003-08-01, First

Custom

  • Date of Birth: 1980-03-04
  • Marital Status: Married

Languages

  • English
  • Hindi
  • Marathi

Timeline

Sr. Customer Support

D.A Builders & Construction Contractor
01.2019 - 12.2024

Sr. Customer Support Executive (Outbound)

Stellar Technologies
01.2014 - 12.2018

Sr. Executive (Outbound)

Rhombus Technologies PVT Ltd
03.2010 - 10.2013

Quality Team Leader

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
02.2009 - 02.2010

Quality Control Exec (Web-Based Process)

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
02.2007 - 02.2009

Senior Customer Support Representative (CSR)

Aditya Birla Minacs Worldwide Ltd (Formerly Transworks)
11.2003 - 02.2007

Customer Service Executive (Inbound)

Smitac Equipments
07.2001 - 10.2003

diploma in Software Engineering -

Aptech Computer Education

BA - Economics

AV College of Science, Commerce & Arts

HSC -

AV College of Science, Commerce & Arts

SSC -

Carmelite Convent High School

Similar Profiles

  • Brandon Moore

    Brandon MooreBrandon Moore

    Maintenance Technician at D.A Collins Construction CompaniesMaintenance Technician at D.A Collins Construction Companies

  • Jessica Tucker

    Jessica TuckerJessica Tucker

    Plans Manager at Builders And Contractor Exchange, Inc.Plans Manager at Builders And Contractor Exchange, Inc.

  • Joey Beacham

    Joey BeachamJoey Beacham

    Welder/Fabricator/Maintenance at Warnock Builders/contractor For Imerys USAWelder/Fabricator/Maintenance at Warnock Builders/contractor For Imerys USA

  • Shubham Paul

    Shubham PaulShubham Paul

    Asst. Manager – Sales & Marketing at TPAC India Pvt. Ltd.Asst. Manager – Sales & Marketing at TPAC India Pvt. Ltd.

  • Shubham Patil

    Shubham PatilShubham Patil

    SAP Associate Consultant at Inteliwaves Technologies Pvt LtdSAP Associate Consultant at Inteliwaves Technologies Pvt Ltd

CREATE PROFILE
Kavita Shah