SHAIFALI GUPTA
Greater Noida West
Summary
Skilled in leading and managing teams with strong focus on operational efficiency. Previous role as Lead Assistant Manager provided exposure to corporate strategies, business development, and team management. Strengths include ability to drive performance improvement, implement strategic plans and handle complex administrative tasks. Prior experience has led to improved productivity, staff engagement and enhanced customer service within the organization.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Lead-Assistant Manager-Process Excellence
Rsystems Internatiolna Pvt.Ltd.
Noida
09.2022 - Current
- Handling an entire team of 8 QA
- Prepare Presentations according to the clients Data sets.
- Prepare QA score card, Process knowledge test, MTD for my QA team.
- Client Calibration and new update & change products calls once in a week.
- Maintain daily tracker for attendance, production hours, leave tracker and score cards.
- Weekly interactions with my QA team on the basics of their performances, score cards and parameters.
- Working on Nexidia tool, Nice tool.
- Sending Daily performance reports, Weekly reports, parameters score cards.
- Handles clients meeting, Calibrations and managers interactions 7 meetings.
Assistant Manager Quality
Johnson Control India Pvt. Ltd.
Gurgaon
03.2022 - 09.2022
- Handling an entire team of 09 QA.
- Role is to randomly pick any call and audit them on weekly basics.
- Prepare QA score card, Process knowledge test, MTD for my QA team.
- Liable for sending day on day, weekly and monthly performance reports to the US clients and senior managers.
- Client calibration and new & change product calls once in a week.
- Maintain daily attendance tracker, leaves tracker, production tracker.
- Weekly interaction with my team related to any challenges on process, scores & audits etc.
- Managers and client’s interaction on weekly basics.
- Working on Oracle, Ace, Get Paid, Avaya.
Senior Quality Analyst
Sprint (CONCENTRIX Ind. Pvt Ltd)
Gurgaon
09.2015 - 03.2022
- Worked as Quality Analyst for 4 years.
- Role was to audit chats/calls and share feedback to improvise the customer service skills and the product of the agents.
- Liable for sending day on day, weekly and monthly performance reports.
- Client calibration and new & change product call.
- Worked on COPC standards.
- Data sharing of quality audits with clients and Managers.
- Joined as Senior Associate (Technical) and within 18 months got promoted.
- Worked as Technician for Broadband, Routers and Mobiles, iPad, Tablets and Smart watch issues.
Customer Service Assoc
CONVERGYS Ind. Services Pvt Ltd.
Gurgaon
08.2014 - 08.2015
- Handle International Chats.
- Participate in team calibration and team connects.
- Helping customers with tech related issues with device and laptops.
- Ordering new device/sim for the customers.
- Participate in curriculum activities.
Education
B. Com -
Delhi University
Delhi01.2013
12th -
C.B.S.E
DELHI01.2010
10th -
C.B.S.E
DELHI01.2008
Diploma in Financial Accounting -
Envision Institute
Uttam Nagar, New DelhiSkills
- MS Office
- Advance Excel
- V Lookup
- Pivot Table
- MS Outlook
- MS Power Point
- Excel Reporting
- Oracle
- Nexidia Tool
Role & Responsibilities
- Data Analysis
- Process Improvement
- KPI Tracking
- MIS Reporting
- Trend Analysis
- Root Cause Analysis
- Performance Monitoring
- Workflow Optimization
- Process Automation
- Continuous Improvement
- Operational Excellence
Certification
Advanced Excel Certification
Hobbies and Interests
- Music and dance
- Loves travelling especially to Mountains
- Watching movies and reading books
- Pet Lover
Personal Information
- Date of Birth: 03/08/93
- Gender: Female
- Marital Status: Married
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Lead-Assistant Manager-Process Excellence
Rsystems Internatiolna Pvt.Ltd.
09.2022 - Current
Assistant Manager Quality
Johnson Control India Pvt. Ltd.
03.2022 - 09.2022
Senior Quality Analyst
Sprint (CONCENTRIX Ind. Pvt Ltd)
09.2015 - 03.2022
Customer Service Assoc
CONVERGYS Ind. Services Pvt Ltd.
08.2014 - 08.2015
B. Com -
Delhi University
12th -
C.B.S.E
10th -
C.B.S.E
Diploma in Financial Accounting -
Envision Institute