PRAGYA SAHNI
Noida
Summary
Graduate with foundational knowledge in Human Resources. Prepared to start career in Human Resources and make meaningful contributions with commitment and drive.
Overview
3
3
years of professional experience
Work History
Quality Analyst
Fareportal
03.2015 - 08.2015
- Monitoring Calls: Listen to recorded calls or observe live interactions between agents and customers to evaluate performance
- Evaluating Agent Performance: Assess agents' adherence to scripts, communication skills, problem-solving abilities, and overall customer service
- Providing Feedback and Coaching: Offer constructive feedback to agents, providing training or suggestions for improvement to ensure high-quality service
- Maintaining Quality Standards: Ensure that calls align with company policies, procedures, and customer service goals
- Reporting and Documentation: Compile performance data and prepare reports on call quality, trends, and areas of improvement
- Identifying Areas for Improvement: Analyze call patterns to identify common issues or trends, and recommend improvements to processes, training, or service offerings
- Collaborating with Management: Work closely with team leaders and managers to implement quality control measures and improve overall team performance
- Ensuring Compliance: Ensure that agents comply with industry regulations and company policies during their calls
Owner
Insiders
06.2012 - 12.2014
- Identify potential suppliers,manufacturers and vendors for sourcing
- Develop and maintain detailed product listings on ecommerce platforms eg - ebay.com,Mirraw.com
- Providing customer service and maintaining product listings
- Process customer orders ,track shipments and ensure timely delivery
- Handled returns and exchanges
- Resolve any issues related to orders ,refunds or product defects
Education
PGDHRM - Human Resources
Symbiosis
Pune, India06-2017
BBA - Marketing
Bharati Vidyapeeth University
Pune04-2010
Skills
- Quality processes
- Customer focus
- Ms Excel, Powerpoint
Timeline
Quality Analyst
Fareportal
03.2015 - 08.2015
Owner
Insiders
06.2012 - 12.2014
PGDHRM - Human Resources
Symbiosis
BBA - Marketing
Bharati Vidyapeeth University
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