PRATISHTHA SINGH

• Led a team to achieve operational excellence and high-quality performance at HCL Technologies Ltd.
• Implemented new hire framework, stabilizing quality during critical process transitions.
• Established QA framework to accredit users meeting target quality percentages.
• Introduced monthly knowledge checks for BQ advisors, facilitating progression to MQ and TQ.
• Transitioned onshore processes while managing external quality team and client reporting.
• Conducted interviews to select candidates for new projects.
• Managed escalations and provided root cause analyses for client complaints.
• Oversaw daily production of 10 different processes within quality team of 20 members.

• As a Quality Analyst at Teleperformance, I played a key role in ensuring the delivery of high-quality customer service.
• I provided feedback and coaching to improve skills of CSR and enhance customer satisfaction.
• I also collaborated with cross-functional teams to identify areas for process improvement and implement necessary changes.
• Conducting client calls and calibrations as new process of ALG was introduced
• Conducting Product knowledge tests to make sure the agent is well aware of the process
• Ensuring all updates received from the client are circulated on real time basis to avoid any business impact also conducting dip checks for the same
• Reviewing Client Escalations, disputing & compiling Retail Loss log
• Managing CAP defaulters and their Action plan
• Conducting quality checks on Calls/chats received from user against technical issue and ensuring the issue was resolved/escalated to correct queue for further assistance (FCR was provided)
• Investigating Fraudulent charges on Credit card used for flight bookings

• As a Quality Analyst at Yatra.com, I contributed to improving the quality of customer service and ensuring customer satisfaction.
• I conducted quality assessments and audits to identify areas for improvement and provided feedback to enhance performance.
• Knowledge checks to be conducted to keep all the advisors at par and to avoid any knowledge gaps
• Update Management: Ensuring all updates received from the client are circulated on real time basis to avoid retail loss
• Handle escalations and supervisor calls
• Adherence to Quality thresholds at all times
• Reviewing Client Escalations, disputing & compiling Retail Loss log
• Publish team's performance on weekly and monthly basis to the stakeholder
• Experience in Holiday packages pre and post Sales
• Auditing calls and guiding the advisor how leads can be turned into sales

• JOB RESPONSIBILITIES: Customer service Representative
• Issuance of PNR
• Amendment/ cancellation of existing reservations
• Dealing with schedule change due to IRROPS
• Achievements:
• Won several Rewards & Recognition for high Quality
• Received several appreciation mails on good Communication Skills, Great and Quick resolution to customers' queries which further lead to Customers' Satisfaction and High Rapport of the company
• Was rewarded with Star performer for being the best performer in call Quality

Processed issuance of PNR, managed amendments and cancellations of reservations.

Addressed schedule changes due to IRROPS to minimize customer impact.

Achieved multiple Rewards & Recognition for delivering high-quality service.

Received numerous appreciation emails for effective communication and swift resolution of queries.

Enhanced customer satisfaction and strengthened company rapport through excellent service.

Recognized as Star Performer for outstanding call quality and performance.