Summary
Overview
Work History
Education
Skills
NCC
Accomplishments
Timeline
Generic

Kunal Gautam

Quality Analyst
Shalimar bagh

Summary

With over 4 years of experience in client service and customer relations, I am a goal-oriented professional with a strong track record in customer satisfaction and people management. I am seeking an environment where I can leverage my skills and contribute significantly to the success of a dynamic and innovative organization. I am a diligent leader with advanced conflict resolution skills, good organizational abilities, and a proactive approach.

Overview

5
5
years of professional experience

Work History

Quality Analyst

Fareportal
10.2023 - Current
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained defect databases for known issues.
  • Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts.
  • Publish regular reports about the department's monthly performance circling around quality parameters, Analyses data and identify issues/best practices, Ensure adherence to all process guidelines and compliance matrices.
  • Mentoring and monitoring the agents on daily basis, deep scrutinization and making sure that quality parameters are met, sharing regular feedbacks with the agents and their supervisor to enhance the overall customer experience and trailing towards organizational target for NPS, CSAT,DSAT are met,.

Sr Customer Support Excecutive

Fareportal
03.2022 - 09.2023
  • Provided exceptional support to high-value clients, ensuring retention and fostering long-term relationships.
  • Proficient in global distribution systems like Amadeus and Sabre, catering to client needs in cancellations, ticket exchanges, new reservations, fare rules, refunds, and after sales services,
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Able to maintain oraganizational's sales target for the in house ancillaries.

Customer Support Executive

Entirety Ventures Pvt Ltd
01.2020 - 02.2022
  • Proficient in handling customer queries through inbound calls in an Australian energy process, dealing with various energy companies.
  • Responsible for customer success, providing information on new connections, reissuing plans, and canceling services..
  • Pays attention to key responsibility areas like average handling time, customer satisfaction feedback form, and first call resolution.
  • Manages diverse customer accounts, consistently exceeding performance targets and maintaining high customer retention.

Promoter

Teamcore
06.2020 - 12.2020
  • Acted as an intermediary between the event management company and the event, responsible for dynamic promotions and event management for various events,
  • Prominent Events like, Redmi product launches, Google cloud summits, Pepsi bottling launches, and Royal stag promotional events.
  • Developed creative displays and signage to draw customers to products.

Education

Bachelor of Arts - Geography

Dyal Singh College, Delhi University
Lodhi Road New Delhi
04.2001 -

Intermediate - Arts

D.L.D.A.V. Model School, Pitampura
New Delhi, India
04.2001 -

Skills

  • Teamwork and Positive Attitude

  • Audit processes

  • Problem-solving aptitude

  • Analytical Skills

  • Organizational Skills

  • Training implementation

  • Quality Improvement

  • Relationship Building

  • Consultative Sales

  • Client Relations

  • Customer Service

  • Customer Relations

  • Service Upselling

  • Microsoft Excel

  • Call Metrics

  • Product and service solutions

  • Customer service orientation

NCC

Served National Cadet Core affiliated to Ministry of Defense, for 5 Years experienced and leaded various military camps, sites.

Awarded cadet of the year (2019)

Trained At Indian Military Academy, Dehradun

Organized various social welfare events

Accomplishments

1.Awarded for spot Reward and recognition for efficient work, highlighting regular defaulters , on time feedback closure,

Timeline

Quality Analyst

Fareportal
10.2023 - Current

Sr Customer Support Excecutive

Fareportal
03.2022 - 09.2023

Promoter

Teamcore
06.2020 - 12.2020

Customer Support Executive

Entirety Ventures Pvt Ltd
01.2020 - 02.2022

Bachelor of Arts - Geography

Dyal Singh College, Delhi University
04.2001 -

Intermediate - Arts

D.L.D.A.V. Model School, Pitampura
04.2001 -

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Kunal GautamQuality Analyst