Richa Bhardwaj
Greater Noida
Summary
Results-driven and dedicated professional with over five years of experience in quality assurance, manual testing, project coordination, and asset management. Seeking a challenging position to leverage strong project management skills, technical expertise, and client management abilities to drive organizational success. Committed to continuous learning and contributing effectively to cross-functional team environments.
Overview
6
6
years of professional experience
Work History
Associate Manager
HCLTech
08.2021 - Current
- Conduct end-to-end functional testing of chatbots, ensuring alignment with business requirements and user expectations
- Validate chatbot responses across multiple scenarios, including fallback and variations, to ensure a seamless user experience
- Develop comprehensive test cases for proposed use cases, ensuring high coverage of all potential scenarios
- Design detailed workflow diagrams and create design documents to support business stakeholders in understanding proposed implementations
- Prepare and deliver daily, weekly, and monthly project status reports, providing insights on performance, issues, and resolutions to stakeholders
- Monitor key performance indicators (KPIs) and provide actionable insights to ensure project goals are met
- Act as a liaison between the client and technical team, facilitating communication to ensure alignment on project objectives
- Gain in-depth understanding of chatbot functionalities to coordinate with the technical team for effective implementation of fallback strategies and variations
- Leverage Azure DevOps to manage project tasks, track progress, and ensure timely delivery of deliverables
- Collaborate with team members to maintain task boards, sprint plans, and issue resolution logs
- Engage with clients to gather feedback and propose system enhancements based on evolving business needs
- Prepare detailed business cases for new changes or feature requests, including cost-benefit analyses and implementation plans
- Track and manage inventory of old and new assets remotely by coordinating with onsite teams, ensuring data accuracy and operational efficiency
- Prepare detailed billing reports, ensuring compliance with contractual terms and providing transparency to stakeholders
Quality Analyst
Majorel India
10.2020 - 08.2021
- Performed quality checks for calls and emails handled by agents to ensure adherence to process guidelines and customer satisfaction standards
- Monitored agent performance and provided detailed feedback to improve service quality
- Prepared and conducted weekly process knowledge assessments for the team to evaluate and enhance their understanding of the workflow and guidelines
- Designed quizzes and training modules to address knowledge gaps and ensure compliance with client expectations
- Analyzed ACPT (Actionable Customer Pain Points) related to DSAT (Dissatisfaction) received by the global team and shared detailed insights with internal team leads for corrective action
- Provided actionable recommendations to improve customer experience and reduce dissatisfaction rates
- Conducted team meetings to discuss performance metrics, improvement areas, and updates related to process changes
- Organized refresher sessions and one-on-one coaching for agents, focusing on their improvement areas and ensuring consistent performance improvement
Customer Success Representative
Majorel India
08.2019 - 09.2020
- Handle customer inquiries through various channels such as phone, email, chat, or social media
- Provide accurate and timely resolutions to customer issues
- Identify, analyze, and resolve customer problems or escalate them to the appropriate team if needed
- Walk customers through solutions or guide them in using products or services
- Log customer interactions, issues, and resolutions in the system for reference and analysis
- Update records to ensure data accuracy and consistency
- Educate customers about products, services, policies, and promotions
- Assist with onboarding or providing instructions for usage
- Deliver exceptional customer service to foster loyalty and satisfaction
- Handle complaints with professionalism, empathy, and efficiency
- Work with internal teams (technical, sales, billing, etc.) to resolve customer issues
- Communicate customer feedback to improve services or processes
Education
B. Tech - IT
Greater Noida Institute of Technology
Gr. Noida01.2019
XII -
Ingraham Institute Senior Secondary School
Aligarh01.2015
X -
Ingraham Institute Senior Secondary School
Aligarh01.2013
Skills
- Manual Testing
- Project Management
- Client Management
- Azure DevOps
- Microsoft Office
- Familiarity with various OS (Windows/Linux/iOS)
- Team Management
- Communication
- Creativity
- Strategic thinking
- Agile methodologies
- Customer feedback analysis
Accomplishments
- Best Performer, 04/01/22, HCLTech
- Star Performer, 12/01/22, HCLTech
Certifications
- Agile for Software Development_Lean, Agile & Scrum Methodologies from Project Management Institute (PMI)
- Agile Development Life Cycle from Project Management Institute (PMI)
- Project Management_Scrum Framework for Software Development from Project Management Institute (PMI)
- ITIL-4 Foundation from Skillsoft
Timeline
Associate Manager
HCLTech
08.2021 - Current
Quality Analyst
Majorel India
10.2020 - 08.2021
Customer Success Representative
Majorel India
08.2019 - 09.2020
B. Tech - IT
Greater Noida Institute of Technology
XII -
Ingraham Institute Senior Secondary School
X -
Ingraham Institute Senior Secondary School