MAMTA KALGI
Pune
Summary
Experienced Quality Coach with a robust background in customer service and human resources, specialising in quality auditing, performance analysis, and training development. Proven track record in enhancing communication skills and product knowledge through detailed reports and actionable insights. Adept at compliance monitoring and process improvement, fostering service excellence and customer satisfaction. Demonstrated expertise in conflict resolution and problem-solving, contributing to effective customer relationship management. Career goal: to leverage analytical and critical thinking skills to drive continuous improvement in service delivery.
Overview
19
19
years of professional experience
Work History
Quality Coach
Tech Mahindra Limited
Pune
04.2021 - Current
- Analysed call recordings to identify areas for improvement in communication skills and product knowledge.
- Created detailed reports on audit findings, providing actionable insights for continuous performance improvement.
- Monitored and evaluated call handling performance, offering feedback to enhance customer service quality.
- Conducted regular audits on customer interactions to maintain compliance with company standards and regulations.
- Led training sessions for call centre staff on best practices, aiming to boost overall service excellence.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all quality auditing activities.
Customer Relations Advisor
Tech Mahindra Business Services
Pune
01.2014 - 04.2021
- Assisted in resolving customer complaints by providing timely solutions and alternatives.
- Supported daily operations and sales to enhance revenue and customer satisfaction.
- Monitored and reported data trends for monthly analysis.
- Addressed inquiries from the Better Business Bureau and Attorney General.
- Engaged in initiatives aimed at boosting customer satisfaction and business performance.
- Facilitated process improvements to minimise complaints and enhance customer service.
- Guided team members through training to foster productivity and commitment to service.
- Developed strategies for customer support to improve retention rates.
- Cultivated client relationships by addressing inquiries and resolving issues effectively.
Customer Service Associate
Mphasis - An HP company
Pune
02.2011 - 02.2013
- Provided assistance to customers by utilising knowledge of processes and services.
- Ensured positive experiences for customers through welcoming interactions.
- Supported customers with understanding billing payment processing and support policies.
- Addressed customer queries over the phone regarding banking needs.
- Handled customer requests efficiently to maintain satisfaction.
Customer Service Associate
Wipro Limited
Pune
02.2010 - 02.2011
- Assisted customers with inquiries via phone and email regarding products and services.
- Supported the Quality department in establishing quality benchmarks.
- Facilitated communication between departments to enhance service delivery.
- Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
HR Administrator
RSB Transmission (I) Ltd
Pune
05.2007 - 02.2010
- Assisted human resource department in exploring innovative methods for attracting top talent.
- Developed plans for employee advancement and succession.
- Resolved employee conflicts swiftly in accordance with corporate procedures.
- Facilitated onboarding process for new hires, ensuring distribution of necessary paperwork.
- Coordinated training and development sessions for staff members.
- Maintained HR database by updating employee information and benefits details.
- Enhanced office productivity by managing internal communications effectively.
- Collaborated with departmental managers to identify hiring needs and provide candidate recommendations.
- Pre-screened resumes before forwarding to corporate hiring managers for evaluation.
- Processed payroll transactions, including salaries, bonuses, and deductions, in a timely manner.
Education
Bachelor of Commerce -
Dr D Y Patil ACS College
Pune03.2007
Diploma in Hotel Management -
IITC Aurora Towers
Pune01.2005
Skills
- Quality auditing
- Performance analysis
- Training development
- Compliance monitoring
- Process improvement
- Customer relationship management
- Conflict resolution
- Problem-solving
- Analytical and critical thinking
Languages
English
Proficient
C2
Hindi
Intermediate
B1
Marathi
Upper Intermediate
B2
Timeline
Quality Coach
Tech Mahindra Limited
04.2021 - Current
Customer Relations Advisor
Tech Mahindra Business Services
01.2014 - 04.2021
Customer Service Associate
Mphasis - An HP company
02.2011 - 02.2013
Customer Service Associate
Wipro Limited
02.2010 - 02.2011
HR Administrator
RSB Transmission (I) Ltd
05.2007 - 02.2010
Bachelor of Commerce -
Dr D Y Patil ACS College
Diploma in Hotel Management -
IITC Aurora Towers