Nusrat
Sr. Process Excellence
Summary
A visionary professional with over 7 years of rich experience in Quality Auditor and Process Excellence in multiple domain like Ecommerce, Travel, Telecommunications and Banking etc. Excellent analytical and problem solving skills with high attention to details able to handle multiple projects while producing high quality work in a fast paced deadline-oriented environment.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Sr. Process Excellence
ONE97 Communications, Noida
Uttar Pradesh
06.2019 - Current
- Data Extraction using Freshdesk , analyzing historical data coming up with detailed insights on improving defined KPIs also ensuring fuller utilization of resources. Suggestions to Product & Business teams to cater to areas of improvement.
- Lead migration of CRM tool from Salesforce to FreshWorks chat platform. Deployed of automated SOPs flows/ Layout of CRM / Creation of folder access / Creation of new queues & mapping / Defined case routing logics. Ensured an overall AHT reduction of 2 minutes user tickets post migration. Also, Deployed rules integrating vertical specific APIs to achieve automation. Ensured an overall reduction of 15‑20% user tickets raised post migration.
- Ensuring dashboards are published and performance reports are
shared with the CEOs Office. - Participated in team-building activities to enhance working relationships.
- Prepared variety of different written communications, reports and used other software tools to create documents.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Auditor
ONE97 Communications, Noida
Uttar Pardesh
06.2017 - 05.2019
- Listened to calls/Emails either recorded live or side-by-side while communicating feedback.
- Identified calls failing to meet predefined standards and identified the problem. Implemented agent training and coaching initiatives.
- Inspected work areas regularly to identify safety practices, quality control procedures and agent actions in need of improvement.
- Identified issues of non-compliance and elevated reports to senior personnel. Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Using a check-list, ensured that In-house & partners agents properly and pleasantly assisted customers
Customer Support Executive
ONE97 Communications, Noida
Uttar Pardesh
04.2015 - 07.2017
- Listened to customers' questions and concerns to provide answers or responses. Handled marketplace escalations ( Grievance, Service Head, Social Media, National Consumer Helpline, Nodal etc) through Emails interacting with customer for solving their Paytm mall queries. Provide telephonic as well as email support for their query.
- Coach the new hired agents creating a guiding, shared team vision, project vision and product vision maintained a light touch by supporting team, flexibility and customer value focus with out sacrificing control manage Start up team meeting activities and follow-up actions responsible for the professional development.
Customer Support Executive
Aegis Limited, Noida
Delhi
03.2014 - 04.2015
- Listened to customers' questions and concerns to provide answers or responses.
- Trained team members on new process , services and products to support promotional efforts.
Customer Service Associate
Pilani Soft Labs Pvt Ltd ( RedBus)
Delhi
06.2012 - 02.2014
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Boosted sales revenue by skillfully promoting diverse service options.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
B.Ed - Maths & Economics
Maharshi Dayanand University
Rohtak 07.2017 - 09.2019
Master of Arts - Economics
Indira Gandhi National Open University
New Delhi 06.2015 - 02.2017
Bachelor of Arts - Economics
Zakir Husain College (DAY) , DU
New Delhi 07.2009 - 08.2012
Skills
SOP Development & Communication
ACHIEVEMENTS
- Designed Freamework for CRM tool migration. Led the migration project for OCL vertical with regards to creation of ‘ Agent Assist BOTs, Converted 50+ excel based SOPs onto automated flows . Creation of Layout of CRM / Creation of folder access / Creation of new queues & mapping / Defined case routing logics and UAT. completely automating SOPs, Achieved a 2 mins 30 sec AHT across verticals in the first.
- Awarded ʻRockstarʼ at One97 Communications in June ʼ20 & Dec'20 for ownership of business KPIs
- Awarded ʻHall of Fameʼ at One97 Communications in June ʼ21 for successfully completed CRM tool migration project
- Designed framework for CRM tool migration. Led the migration project for OCL verticals with regards to creation of CHAT BOTs, integrating downstream APIs, completely automating user journeys. Achieved a 20% reduction in ticket inflows across verticals in the first quarter thus reducing manpower and overall cost of the organization.
- Defined TATs against each scenarios & situations, Reframe ChatBOT suggestive texts
- Built a blueprint for business KPIs including Customer queries, Contact Rate, FRT, CSAT,
- Laid down procedures for CST team to handle queries and operate
INTERESTS
Travelling, Reading, Photography, Cooking
Timeline
Sr. Process Excellence
ONE97 Communications, Noida
06.2019 - Current
B.Ed - Maths & Economics
Maharshi Dayanand University
07.2017 - 09.2019
Quality Auditor
ONE97 Communications, Noida
06.2017 - 05.2019
Master of Arts - Economics
Indira Gandhi National Open University
06.2015 - 02.2017
Customer Support Executive
ONE97 Communications, Noida
04.2015 - 07.2017
Customer Support Executive
Aegis Limited, Noida
03.2014 - 04.2015
Customer Service Associate
Pilani Soft Labs Pvt Ltd ( RedBus)
06.2012 - 02.2014
Bachelor of Arts - Economics
Zakir Husain College (DAY) , DU
07.2009 - 08.2012
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