Monika Syllesh
Quality Analyst
Gurugram
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Quality Analyst
BLS International Services Limited
Gurugram
01.2022 - Current
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Created and collaborated in implementation and maintenance of customer complaint log.
Subject Matter Expert
BLS International Services Limited
Gurugram
04.2021 - 12.2021
- Designed and prepared technical reports, studies, and related documentation.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Monitored and tracked user progress to identify improvement opportunities.
- Collaborated with management to identify and prioritize new development concepts.
Customer Service Representative
BLS International Services Limited
Gurugram
04.2019 - 03.2021
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Phone Banking Officer
HDFC Bank
New Delhi
04.2018 - 03.2019
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Handled over 80 incoming telephone calls, emails and chat requests.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
Education
B.Com. Hons. - Bachelor of Commerce
Aligarh Muslim University
Aligarh 07.2014 - 2017.08
12th. Class - Commerce
Aligarh Muslim University
Aligarh 04.2012 - 2013.03
10th. Class -
Pooja Public Secondary School
Aligarh 04.2010 - 2011.03
Skills
Quality Improvement
Timeline
Quality Analyst
BLS International Services Limited
01.2022 - Current
Subject Matter Expert
BLS International Services Limited
04.2021 - 12.2021
Customer Service Representative
BLS International Services Limited
04.2019 - 03.2021
Phone Banking Officer
HDFC Bank
04.2018 - 03.2019
B.Com. Hons. - Bachelor of Commerce
Aligarh Muslim University
07.2014 - 2017.08
12th. Class - Commerce
Aligarh Muslim University
04.2012 - 2013.03
10th. Class -
Pooja Public Secondary School
04.2010 - 2011.03
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