Lalita Dogra
Faridabad
Summary
Highly skilled and experienced graduate with a solid 9-year track record of serving reputed US and Indian firms. Thrives in fast-paced, real-time call center environments, demonstrating exceptional multitasking abilities. Possesses a natural aptitude for effectively handling escalated customer issues through strong communication, organizational, and interpersonal skills.
Overview
10
10
years of professional experience
Work History
Team Manager (Quality & Process Excellence)
Angel One Ltd
01.2024 - 01.2025
- Managing team performance and productivity to meet daily & MTD target
- Conduct Calibration Sessions: Organized and executed calibration sessions, published detailed reports by LOB, and communicated feedback on any variations
- Recognized Top Performers: Coordinated and distributed monthly communications recognizing top performers to drive motivation and excellence
- Arrange PKT: Organized Process Knowledge Tests (PKT) for internal and external teams to enhance training and assessment accuracy
- Create newsletters to update stakeholders on process changes, and conducted briefings for audiences of250-300
- Maintained Performance Trackers: Managing trackers for feedback, fatal and non-fatal errors, and developed dashboards for productivity and daily quality reporting
- Led Call Listening Sessions: Facilitated call listening sessions with senior management and conducted fortnightly reviews with team leads and members to assess call quality and performance
- Audit Execution: Conduct daily, weekly, and monthly audits based on approved checklists to ensure quality standards are met
- Root Cause Analysis: Perform real-time alerts and root cause analysis of critical issues impacting quality
- Trend Analysis: Capture customer feedback and identify trends in performance to drive improvements
- Audit Reporting: Prepare detailed audit reports, identify training needs, and communicate findings to improve team performance
- Monitoring & Reporting: Monitor interactions, provide daily productivity reporting, and ensure adherence to SLA targets for audits with expected quality standards
- Dispute Management: Manage dispute and rebuttal cases, facilitating timely resolutions
- Consultant Feedback: Provide real-time feedback to consultants, ensuring corrective actions are taken
- Data Management: Maintain and update operational dashboards and data cuts at both the consultant and managerial levels for performance tracking
- Attrition/Shrinkage/NPS Report: Updating Daily/Weekly/Monthly report
Team Lead Process Excellence
R Systems International Ltd.
03.2023 - 12.2023
- Working with a team to improve AI tool with the help of Prodigy and Audacity software
- Data annotation and validation (Call/Chat/Email) is done by our team
- Participating in review and training meeting with client (Nexidia)
- During validation of data, we ensure to follow guidelines provided by client
- Prodigy is a scriptable annotation tool and Audacity is a digital audio editor and recording application software
Team Lead (Quality)
HCL Tech
10.2021 - 01.2023
- Managing team performance and productivity to meet daily & MTD SL target
- Responsible to handle client escalation emails and reverting them on time with the RCA
- Conducting monthly calibration for all function & Sharing Calibration report with the stack holders
- Participating in monthly quality review meeting with client
- Conducting Calling Listening Activity with higher management team to improve customer service
- Training and counseling of associates to minimize customer escalations
- Ensuring efficient resolution of escalated customer issues
- Identifying talent, grooming and preparing growth path for team members
Performance Improvement Coach
HCL Tech
01.2019 - 10.2021
- Providing continuous feedback in a way that optimizes employee’s performance by providing them on time feedback after auditing their calls
- Conducting Quality Transaction Monitoring session for new hires
- Conducting certification for new hires and old employees as an when required
- Auditing call and giving feedback to the agents on real time basis to avoid any escalation in future
- Conducting PKTs on monthly basis
- Finding RCA for client escalations and sharing observations, arranging HR sessions if requires
- Conducting call listening session with agent and leads to improve their performance
- Participating in monthly internal and external calibrations session among PIC/QAs/SME
Customer Support Executive
HCL Tech
06.2018 - 01.2019
- Acknowledging and resolving customer issues
- Handling transaction calls and tickets
- Handling Level1 and Level2 customer escalations
Customer Support Associate
Cogent E-Services Pvt Ltd.
05.2017 - 05.2018
- Acknowledging and resolving customer issues over the call
- Handling Level1 and Level2 customer escalations
Customer Support Associate
Magus Customer Dialog
05.2015 - 03.2017
- Acknowledging and resolving customer issues over the call
Education
MBA -
IGNOU
3 Years diploma - Software Engineering
Delhi Institute of Computer Science
01.2016
BA - undefined
School of Open Learning
01.2012
Diploma - Computer Application
Suraya Polytechnic, Noida
01.2012
12th - undefined
National School of Open Learning
01.2008
10th -
A.P Public School Noida
01.2006
Skills
- CRM: Citrix Registration Manager, Finance Manager and Citrix Candidate Manager
- Ticketing: Salesforce Service Direct, IBM Bluemix Service Exchange
- Call Management: Verint, Avaya CMS, Avaya One-X Communicator and Avaya Agent
- E-mail Client: Microsoft Outlook
- Others: VUE Support Service, Decision Tree, MS Excel, Power BI, Prodigy, Audacity, Ozonetel
Hobbies and Interests
To know new things
Timeline
Team Manager (Quality & Process Excellence)
Angel One Ltd
01.2024 - 01.2025
Team Lead Process Excellence
R Systems International Ltd.
03.2023 - 12.2023
Team Lead (Quality)
HCL Tech
10.2021 - 01.2023
Performance Improvement Coach
HCL Tech
01.2019 - 10.2021
Customer Support Executive
HCL Tech
06.2018 - 01.2019
Customer Support Associate
Cogent E-Services Pvt Ltd.
05.2017 - 05.2018
Customer Support Associate
Magus Customer Dialog
05.2015 - 03.2017
3 Years diploma - Software Engineering
Delhi Institute of Computer Science
BA - undefined
School of Open Learning
Diploma - Computer Application
Suraya Polytechnic, Noida
12th - undefined
National School of Open Learning
MBA -
IGNOU
10th -
A.P Public School Noida
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