Sarita Kandpal
Delhi
Summary
Results-driven Senior QA professional with 10+ years in customer operations across education, retail, and travel sectors. Led quality audits, facilitated calibration sessions, and managed escalations through diverse communication channels. Developed training programs for new hires and conducted knowledge-sharing sessions to elevate team performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Online Reputation Management (ORM) Specialist
Atlys India Pvt Ltd
11.2025 - 03.2026
- Managed daily operations for assigned social media accounts to maintain brand presence.
- Analyzed customer feedback across social media platforms and responded to inquiries promptly, enhancing user engagement.
Senior Quality Assurance Executive
CaaStle Technology and Services India P Ltd
04.2023 - 04.2025
- Carried out extensive CS audits to reveal service delivery inefficiencies.
- Developed feedback mechanisms improving agent productivity and customer satisfaction.
- Led calibration sessions to achieve standardized service delivery.
- Carried out root cause analysis and formulated weekly reports for DSATs, boosting CSAT of CS processes.
- Oversaw inventory classification processes for 14,000 annual style launches and 135,000 corresponding classification values.
- Conducted thorough audits of marketing mailers prior to deployment.
Senior Customer Service Representative
CaaStle Technology and Services India P Ltd
02.2018 - 03.2023
- Resolved escalated customer complaints promptly, ensuring high levels of satisfaction.
- Managed customer inquiries across multiple communication channels, ensuring timely and effective responses.
- Handled challenging situations with tact and professionalism to maintain positive relationships.
- Provided insights on service trends to enhance customer satisfaction initiatives.
- Consistently documented customer interactions in CRM systems, including Zendesk and Jira.
- Trained new representatives on company policies and customer service protocols.
- Assisted in creating training materials for ongoing employee development programs.
Customer Service Representative
CaaStle Technology and Services India P Ltd
10.2016 - 01.2018
- Resolved customer complaints effectively, enhancing customer satisfaction.
- Monitored email queues, ensuring timely responses to all customer requests.
- Trained new representatives on email support protocols, improving team efficiency.
Customer Service Specialist
British Council
10.2014 - 12.2015
- Guided students through IELTS exam process to ensure understanding and readiness.
- Collaborated with QA team to streamline processes and enhance team capabilities.
Education
Bachelor of Arts - English (Honors)
School of Open Learning, Delhi University
DelhiHigh School Diploma -
Kendriya Vidyalaya
DelhiSkills
- Quality assurance
- Data analysis
- Complaint resolution
- Process improvement
- Quality improvement leadership
- Training facilitation
- Training and development
- Curriculum development
- Coaching and mentoring
- Root cause identification
Certification
- Lean Six Sigma Green Belt (Henry Harvin Education, July 2025)
- Diploma in International Airfare and Ticketing Management, and GDS - Amadeus (IITC, Delhi, 2012)
Projects
- Led a project to refine the existing QA framework within the customer service domain by eliminating redundant processes and optimizing workflows. The updated framework enhanced team efficiency and ensured greater alignment with customer needs and expectations.
- Supported QA lead on an AI-driven automation project for high-volume, low-complexity customer queries—started with 11 query types, automating approx. 6,000 tickets. Full rollout was to cover approx. 19,000 of 24,000 total tickets across 51 types.
- Collaborated with QA lead and CS Operations to design a structured DSAT resolution framework—improving root-cause analysis and outreach for voice and email channels, contributing to approx. 15% CSAT improvement.
Timeline
Online Reputation Management (ORM) Specialist
Atlys India Pvt Ltd
11.2025 - 03.2026
Senior Quality Assurance Executive
CaaStle Technology and Services India P Ltd
04.2023 - 04.2025
Senior Customer Service Representative
CaaStle Technology and Services India P Ltd
02.2018 - 03.2023
Customer Service Representative
CaaStle Technology and Services India P Ltd
10.2016 - 01.2018
Customer Service Specialist
British Council
10.2014 - 12.2015
Bachelor of Arts - English (Honors)
School of Open Learning, Delhi University
High School Diploma -
Kendriya Vidyalaya