Muskan Aggarwal
Waterloo
Summary
Enthusiastic individual dedicated to contributing to team success through hard work, attention to detail, organizational skills, and a creative mindset. Known for effectively resolving problems, enhancing customer satisfaction, and driving operational improvements. Possesses clear understanding and training in managing catalogs for multiple clients on different platforms. Motivated to continuously learn, grow, and excel in the management .
Overview
4
4
years of professional experience
Work History
Quality Coach
Majorel Canada, Inc
6 2023 - 05.2024
- Managed a team of 20 agents and helped them develop skills through targeted training programs, resulting in improved performance that aligns with the company's KPIs.
- Collaborate with Operations Manager, Supervisors, leads, and employees to share insights, troubleshooting and improvement strategies.
- Developed comprehensive training materials for new hires, ensuring a strong foundation in quality control principles.
- Increased customer satisfaction by swiftly addressing concerns and implementing solutions to prevent recurrence of issues.
- Maintained accurate records of all quality-related activities, allowing for rapid retrieval and analysis during audits or investigations.
- Coach agents on daily, weekly and monthly basis to improve team quality
- Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans
- Attend and provide updates during the daily, weekly and monthly client and internal meetings
- Promoted as Quality Coach within 3 months of joining the company and recognized for problem-solving and team managing skills.
Customer Service Representative
Majorel Canada, Inc
02.2023 - 06.2023
- Learned and adapted quickly to new technology and software applications as per client requirement
- Managed time efficiently in order to complete all tasks within deadlines
- Delivered services to customer locations within specific timeframes without compromising on quality
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Excellent communication skills, both verbal and written
E-Commerce Coordinator
Paxcom India Pvt. Ltd
08.2019 - 06.2021
- Oversee the whole planning and execution of each assigned client
- Catalog and Content Management for clients on different E-commerce platforms
- Handled multiple clients in fast paced environment without compromising on service quality
- Collaborated within internal resources to ensure the successful end-to-end execution of projects.
- Worked for diverse platforms like Amazon, Flipkart, Nykaa, BigBasket
- Handled multiple MNCs like Chicco, Twining of London, Parachute, ITC, Hector Beverages
- Monitored social media and online sources for industry trends
- Conducted regular content audits to identify gaps and redundancies of content
- Enhanced overall product and brand building through marketing and content strategies across marketplaces
- Writing content that gets attention and engages audiences to increase organic product visibility
- Worked through constant feedback and recommendations from clients to devote special emphasis to client satisfaction
Education
Masters - Masters in Management Sciences
University of Waterloo
Bachelors in Technology - Computer Science
Chitkara University
Skills
- Quality assurance expertise
- MS Office
- Team building abilities
- Resource Management
- Project Management
- Coaching and Training
- Skill Development
- Relationship Building
- Personnel Management
Timeline
Customer Service Representative
Majorel Canada, Inc
02.2023 - 06.2023
E-Commerce Coordinator
Paxcom India Pvt. Ltd
08.2019 - 06.2021
Quality Coach
Majorel Canada, Inc
6 2023 - 05.2024
Masters - Masters in Management Sciences
University of Waterloo
Bachelors in Technology - Computer Science
Chitkara University
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