Reading, Content Writing, Travelling,
Meenakshi Kaul
Customer Relations/ Quality/ Human Resources
Pune
“Inspiration does exist, but it must find you working.”
Anonymous
Summary
Detail-oriented, dependable, team player with strong organizational skills and experience in various fields. I have an extensive experience ranging from Customer service, Technical support, Soft collections, Quality and Human Resources . This has allowed me to better my communication skills from time to time, also honed my ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
DLS Case Manager
Amazon
Pune
06.2020 - Current
- Applied effective time management techniques to meet tight deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Developed strong communication and organizational skills through working on group projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided professional services and support in a dynamic work environment.
- Strengthened communication skills through regular interactions with others.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Delivered services to customer locations within specific timeframes.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Team Leader - Quality
Credence Resource Management, Pune as Team Leader - Quality
Pune
05.2017 - 07.2018
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standards through personal example to help each member understand expected behavior and standards.
- Gathered, organized and input information into digital database.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
Quality Executive
Credence Resource Management, Pune
Pune
03.2015 - 04.2017
- Developed and deployed production control plans and created work instructions and procedures.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Improved quality processes for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
Senior CCE
Ocwen Financial Corporation,
Pune
12.2012 - 04.2014
- Developed strong communication and organizational skills through working on group projects.
- Strengthened communication skills through regular interactions with others.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Customer Care Executive
Mphasis, Pune
Pune
01.2011 - 12.2012
- Coordinated timely responses to online customer communication and researched complex issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Maintained and managed customer files and databases.
Voice and Accent Coach & Lead Quality
IBM Daksh
Pune
05.2006 - 05.2009
- Strengthened communication skills through regular interactions with others.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proven ability to develop and implement creative solutions to complex problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Identified issues, analyzed information and provided solutions to problems.
Education
Master of Commerce - Commerce
05.2002 - 05.2004
Bachelor of Commerce - Commerce
06.1996 - 06.1998
HSC - Commerce
05.1994 - 05.1996
SSC - SSC
03.1993 - 05.1994
Skills
Skilled community-based case manager
Project manager supervision
Excellent managerial techniques
Display case management
Test cases and script creation
Managerial background
Strategic planning
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
DLS Case Manager - Amazon
06.2020 - Current
Team Leader - Quality - Credence Resource Management, Pune as Team Leader - Quality
05.2017 - 07.2018
Quality Executive - Credence Resource Management, Pune
03.2015 - 04.2017
Senior CCE - Ocwen Financial Corporation,
12.2012 - 04.2014
Customer Care Executive - Mphasis, Pune
01.2011 - 12.2012
Voice and Accent Coach & Lead Quality - IBM Daksh
05.2006 - 05.2009
Pune University - Master of Commerce, Commerce
05.2002 - 05.2004
Pune University - Bachelor of Commerce, Commerce
06.1996 - 06.1998
Maharashtra State Board of Secondary And Higher Se - HSC, Commerce
05.1994 - 05.1996
Maharashtra State Board of Secondary And Higher Se - SSC, SSC
03.1993 - 05.1994