Rehana Sultan
Lead Vendor Management/Sr Quality Auditor
New Delhi
Summary
- To become an indispensable part of the organization by delivering exceptional contributions, while continuously growing in an environment that nurtures my professional and personal development.
- Over 15 years of experience in Customer Support, Quality Analysis, Operations, and Escalation Management.
- Expertise in partner/vendor management, SOP compliance, and process audits.
- Proven track record of driving customer satisfaction and process improvement.
- Strong communication skills and ability to resolve high-impact customer issues efficiently.
Overview
17
17
years of professional experience
4031
4031
years of post-secondary education
3
3
Languages
Work History
Customer Support Executive
Justdial.com
10.2008 - 09.2011
- Responded to white mail queries and trained agents on communication practices.
- Handled customer walk-ins, category creation, and contract clarifications.
- Led feedback management and improved query resolution quality.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
Lead - Operations
Snapdeal.com
04.2024 - Current
- Handling refund/Financial Cases of customers.
- Handling Manual Reverse pickup initiate on daily basis to ensure timely pickups.
- Lead the RTO Calling Campaign to reduce repeat cases and improve turnaround with lesser effect on CSAT.
- Handled Awaiting Refund scenarios and critical refund dispute resolutions.
- Oversaw partner/vendor coordination, ensuring SLA adherence and quality.
- Handled Project High Touchpoint, driving better support for key customers.
- Resolved high-priority escalations and improved RES and process transparency.
- Creating, updating, and managing clear, standardized SOP that guides employees in performing their tasks consistently and correctly.
Senior Quality Analyst
Snapdeal.com
05.2014 - Current
- Conducted call monitoring, feedback, internal calibrations, and quality sessions.
- Managed CSAT improvement plans, and executed trend reports and RCA.
- Supervised vendor compliance and performance metrics in quality domains.
- Provide constructive feedback to agents for improvement.
- Compliance Adherence - Ensure agents follow regulatory guidelines, scripts, and internal SOPs.
- Cross-Functional Collaboration - Work closely with operations, training, and workforce management teams.
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Developed and implemented Standard Operating Procedures (SOPs) to streamline operations and ensure process consistency across teams.
- Collaborated with cross-functional teams to document, review, and update SOPs based on evolving business needs, and compliance standards.
- Managed refund processing through secure payment gateway access, ensuring compliance, and minimizing errors in financial transactions.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
Senior Practitioner
IBM GPS
10.2011 - 04.2014
- Delivered customer service quality for Airtel’s Nodal and Appellate Desk.
- Drafted SOPs, trained new hires, and resolved process escalations.
- Addressed billing discrepancies, and coordinated cross-functional fixes.
- Facilitated successful collaborations between internal teams and external partners for seamless project execution.
- Handling of waiver process on B2B landlines
Education
MBA - MBA HR
Swami Vivekanand Subharti University
Meerut, India04-2019
B.Com - Commerce
Delhi University
New Delhi, India 04.2001 - 01.2010
Senior Secondary - Commerce
Govt Girls Sr Sec School
New Delhi, India03-2005
Skills
- Escalation handling and communication
- Partner/vendor management
- Quality audits and compliance
- SOP documentation and control
- CSAT improvement strategies
- Self-motivated and team-focused approach
Trend detection and analysis
Complaint handling
Accomplishments
- Customer Champion Award, 2024-25, For exceptional service quality on enabling the communications on prepaid customer.
- Customer Champion Award, 2023-24, For correction and improvement in Snapdeal packaging of discrete shipments.
Personal Information
- Date of Birth: 04/01/88
- Nationality: Indian
- Marital Status: Married
Professional Summary
15, Customer Support, Quality Analysis, Operations, Escalation Management, Partner/Vendor Management, SOP Compliance, Process Audits, Customer Satisfaction, Process Improvement, Communication Skills
Collection of antique coins
Coin collector with a keen eye for detail and strong appreciation for history and cultural heritage.
Timeline
Lead - Operations
Snapdeal.com
04.2024 - Current
Senior Quality Analyst
Snapdeal.com
05.2014 - Current
Senior Practitioner
IBM GPS
10.2011 - 04.2014
Customer Support Executive
Justdial.com
10.2008 - 09.2011
B.Com - Commerce
Delhi University
04.2001 - 01.2010
MBA - MBA HR
Swami Vivekanand Subharti University
Senior Secondary - Commerce
Govt Girls Sr Sec School
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