Sambhav Surana
Vadodara
Summary
Experienced professional with a strong background in employee screening, programme support operations, and quality analysis. Demonstrates expertise in performing criminal background checks, coordinating employee profiles for multinational enterprises, and ensuring compliance with client requirements. Skilled in problem-solving, team leadership, and Excel, with the ability to meet deadlines and deliver accurate results.
Overview
7
7
years of professional experience
Work History
Specialist, Employee Screening
Magnit Global Solutions
Vadodara
01.2024 - Current
- Performed criminal background checks for contingent workers and employees on behalf of clients
- Coordinated with county and district courts to retrieve missing information on public portals
- Prepared and submitted daily reports to onshore stakeholders and supervising manager
Specialist, Program Support Operations
Pro Unlimited (currently Magnit Global)
09.2023 - 12.2023
- Coordinated employee profiles for US multinational enterprises
- Engaged clients to determine requirements and provided optimal matches
- Coordinated billing tasks, and engaged with suppliers to rectify billing discrepancies
Quality Analyst
EGS Contact Center Pvt. Ltd.
Vadodara
06.2021 - 09.2022
- Performed contact call center monitoring, evaluated calls/emails for assigned agents on a daily basis, and provided feedback/coaching as per client needs and requirements
- Achieved AHT targets, monthly/weekly/daily audit targets
Customer Experience Specialist
EGS Contact Center Pvt. Ltd.
Vadodara
06.2020 - 05.2021
- Dealt with US-based customers on a daily basis providing them with proper resolutions accordingly
- Achieved CSAT and Sales targets for the month by providing outstanding service over the chat
Senior Transaction Processor
Conduent Business India Services LLP
Indore
08.2018 - 03.2020
- Listened to clippings of one line approximately (live voice of U.S
- Customers), and performed appropriate tagging in the given format based on artificial intelligence
- Handled calls for US-based international organisations like Apple, Samsung, AT&T, etc
- For various problems and queries, such as paying bills, cancelling transactions, and product availability
Customer Care Executive
Teleperformance India
Indore
11.2017 - 08.2018
- Resolved customer complaints by identifying issues and recommending suitable solutions to address client needs
Education
Bachelor of Arts -
SVS University
Meerut12-2020
Higher Secondary -
MPBSE-Bhopal
01.2013
Higher Secondary -
MPBSE-Bhopal
01.2011
Skills
- Strong communication and customer service skills
- Problem-solving
- Ability to prioritize tasks to meet deadlines
- Ability to work efficiently under pressure
- Ability to lead a team
- Ability to adapt to change
- Good command of MS Word and MS Excel
- Positive attitude
- Typing speed and accuracy
- Creative thinking
Accomplishments
- Got an award of Quality Champ in Teleperformance, India.
- Got an award of AHT Champ in Teleperformance, India.
Timeline
Specialist, Employee Screening
Magnit Global Solutions
01.2024 - Current
Specialist, Program Support Operations
Pro Unlimited (currently Magnit Global)
09.2023 - 12.2023
Quality Analyst
EGS Contact Center Pvt. Ltd.
06.2021 - 09.2022
Customer Experience Specialist
EGS Contact Center Pvt. Ltd.
06.2020 - 05.2021
Senior Transaction Processor
Conduent Business India Services LLP
08.2018 - 03.2020
Customer Care Executive
Teleperformance India
11.2017 - 08.2018
Bachelor of Arts -
SVS University
Higher Secondary -
MPBSE-Bhopal
Higher Secondary -
MPBSE-Bhopal