Neha Diwakar
#848/1 SECTOR 40-A
Summary
Work for a growth oriented company where I can actually handle more responsibilities which could enhance my capabilities as well as allow me to utilize my full potential.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Junior Manager
Paytm Payments Bank
05.2019 - Current
- Keeping check on over all parameters of Operations, Quality and Training which includes Answering Level, C-SAT, AHT, Shift Adherence, Quality Scores, Escalations and SOP Adherence
- Mainly aligned to Fastag, CASA and UPI
- Started as Senior Associate in Quality and Currently managing overall performance in Paytm
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed smooth transition of new changes and updates in product and process
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Worked on Fresh Desk (Tagging tool)
- Worked on IVR (Interactive voice response)
- Introduced many DIY's in Fastag
- Managed resource bandwidth and forecasted resource allocations during Ramp up
- Worked on Customer's cases in real time to avoid escalations
- Highlighted Process, tagging gaps to concern team for corrections
- Monitored project progress to keep tasks on track and meet deadlines.
- Apart from this, I've ensured that the partner is following required compliances and ensured Zero instance of non-adherence
Trainer
Teleperformance Pvt Ltd.
06.2017 - 05.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Held responsible for their performance for first 30 days after handover to Operations.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Developed individualized training plans to achieve staff readiness.
- Responsible for their certification through OJT.
- Arrange refresher training for BQ agents.
- Held responsible for achievement of all the major KRA like throughput, 0-30 Attrition, 0-30 performance
- Providing soft skills and software training to the new hires trainees.
- Help responsible for Line trainers and other activities during BBD
Quality Auditor
Vodafone
10.2015 - 07.2017
- Educated and oriented employees to improve compliance with quality control protocols.
- Taking care of Delhi circle- Prepaid
- Preparing and conducting knowledge test for Leadership team
- Responsible for driving Quality & Training KPI's (NHT,0-30, refresher)
- Conducting monthly process audits and sharing feedback and correction where ever required
- Responsible for driving training efficacy and throughput for NHT batched
Team Leader
Intelenet Global Services Pvt. Ltd.
05.2011 - 12.2013
Team Leader
Tech Mahindra
11.2009 - 06.2010
Team Leader
Intelenet Global Services Pvt. Ltd.
05.2007 - 07.2009
- Join Company as a C.S.A., promoted on 20th Jun 2008 as Team Leader
- Profile changed to Team Leader.
Tele Caller
Magus Spice Telecom
10.2006 - 04.2007
Education
Master of Arts -
Guru Jambheshwar University of Science & Tech
Hissar 06.2008 - 05.2009
PGD in Mass Communication -
Bhartiya Vidhya Bhawan
Chandigarh 04.2006 - 03.2007
Bachelor of Arts -
Panjab University
Chandigarh 04.2004 - 03.2006
High School Diploma -
Senior Secondary School - 33
Chandigarh 04.2002 - 03.2004
CBSE - Matric
Model High School-34
Chandigarh 05.2000 - 04.2001
Skills
People Management
undefinedPersonal Information
- Father's Name: Late Sh. Anand Parkash Verma
- Husband's Name: Mr. Vivek Diwakar
- Date of Birth: 04/04/86
- Marital Status: Married
Timeline
Junior Manager
Paytm Payments Bank
05.2019 - Current
Trainer
Teleperformance Pvt Ltd.
06.2017 - 05.2019
Quality Auditor
Vodafone
10.2015 - 07.2017
Team Leader
Intelenet Global Services Pvt. Ltd.
05.2011 - 12.2013
Team Leader
Tech Mahindra
11.2009 - 06.2010
Master of Arts -
Guru Jambheshwar University of Science & Tech
06.2008 - 05.2009
Team Leader
Intelenet Global Services Pvt. Ltd.
05.2007 - 07.2009
Tele Caller
Magus Spice Telecom
10.2006 - 04.2007
PGD in Mass Communication -
Bhartiya Vidhya Bhawan
04.2006 - 03.2007
Bachelor of Arts -
Panjab University
04.2004 - 03.2006
High School Diploma -
Senior Secondary School - 33
04.2002 - 03.2004
CBSE - Matric
Model High School-34
05.2000 - 04.2001
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