Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
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Kiranjot Kaur Kaushal

Ahmedabad

Summary

Results-driven Quality Analyst with a proven track record at Caterpillar Signs Pvt Ltd, enhancing customer satisfaction scores through effective training delivery and compliance auditing. Skilled in data analysis and process improvement, I excel in fostering team collaboration and maintaining high-quality standards, ensuring exceptional customer experiences and operational efficiency.

Overview

12
12
years of professional experience

Work History

Quality Analyst for Customer Experience

Caterpillar Signs Pvt ltd
Ahmedabad
01.2023 - Current
  • Quality Score - Percentage of customer interactions that meet or exceed quality standards.
  • First Call Resolution (FCR) - Rate at which customer issues are resolved on the first contact.
  • Customer Satisfaction Score (CSAT) - Measurement of customer satisfaction via post-interaction surveys.
  • Net Promoter Score (NPS) - Gauge of customer loyalty and likelihood to recommend the company.
  • Handling OJT batch - Handling the OJT for new joiners.
  • Training Effectiveness - Improvement in quality scores after One One briefing sessions.
  • Compliance Rate - Degree to which customer interactions follow internal and external guidelines.
  • Power BI - Completed the course to create dashboards and make more presentable reports for the management.

Senior Process Associate

TCS
Gandhinagar
06.2018 - 01.2023
  • Managed backend operations for Comcast, including billing, provisioning, order processing, and customer account updates.
  • Ensured accuracy and compliance with client SLAs through meticulous data entry reviews.
  • Utilized internal tools and CRM systems to resolve service and account issues efficiently.
  • Collaborated with team leads and quality analysts to enhance process efficiency and address recurring challenges.
  • Coordinated with onshore teams for streamlined processes while adhering to U.S. time zone schedules.
  • Handled High value customer for Technical requirements and coordinating with Onshore team.

Educator

TRIPADA SINGAPORE INTERNATIONAL SCHOOL
Gandhinagar
06.2017 - 05.2018
  • Assessed, recorded, and communicated student progress to support academic development.
  • Organized learning resources and maintained a positive classroom environment to enhance the learning experience.
  • Balanced whole-group, small-group, and individual instruction to meet diverse academic levels and learning styles.
  • Designed and implemented behavior modification systems to support student engagement.
  • Identified individual and group learning needs and delivered tailored instruction to maximize student interest and learning outcomes.

Account Executive

PAPERCHASE ACCOUNTANCY PVT. LTD
Ahmedabad
10.2016 - 05.2017
  • Reconcile financial discrepancies by collecting and analyzing account information.
  • Secure financial information by completing regular database backups.
  • Maintain financial security by adhering to internal control procedures.
  • Prepare payments by verifying documentation and requesting disbursements.
  • Answer accounting procedure questions by researching and interpreting accounting policies and regulations.

Accountant

D MOHAN & ASSOCIATES
Chandigarh
08.2013 - 08.2016
  • Prepare asset, liability, and capital account entries by compiling and analyzing account information.
  • Document financial transactions by entering accurate account data.
  • Summarize current financial status by collecting information and preparing balance sheets, profit and loss statements, and other relevant reports.
  • Substantiate financial transactions by auditing supporting documents.
  • Maintain accounting controls by drafting and recommending financial policies and procedures.

Education

Master's Degree -

ALLAGAPPA UNIVERSITY
Correspondence
01.2017

BCA -

NIDS
PU CHANDIGARH
01.2013

Skills

  • Microsoft Excel and Office
  • Quality assurance
  • Data analysis
  • Process improvement
  • Training delivery
  • Compliance auditing
  • Power BI
  • Leadership and adaptability
  • Communication and reporting
  • Attention to detail
  • Deadline management
  • Confidentiality and integrity
  • Data entry management
  • General math skills

Languages

  • Hindi
  • Punjabi
  • English

Websites

Timeline

Quality Analyst for Customer Experience

Caterpillar Signs Pvt ltd
01.2023 - Current

Senior Process Associate

TCS
06.2018 - 01.2023

Educator

TRIPADA SINGAPORE INTERNATIONAL SCHOOL
06.2017 - 05.2018

Account Executive

PAPERCHASE ACCOUNTANCY PVT. LTD
10.2016 - 05.2017

Accountant

D MOHAN & ASSOCIATES
08.2013 - 08.2016

Master's Degree -

ALLAGAPPA UNIVERSITY

BCA -

NIDS

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Kiranjot Kaur Kaushal