Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Sharanpreet Kaur

Phagwara

Summary

Objective- Dynamic and results oriented professional with a background in BPO Operations and T&TQ, seeking a position in the Service Industry. Personable and outgoing, comfortable communicating with people from diverse backgrounds, occupations, and cultures. Hardworking, Approachable and Transparent style of working. Strong work ethics and positive attitude with Self-Motivation.

Overview

4
4
years of professional experience

Work History

INDO THAI PRIVATE LIMITED
2019.07 - 2020.02
  • Providing comprehensive handling for VISTARA Airline’s smooth operation
  • Effectively and efficiently running of ticketing counters for departing passengers
  • Responsible for completing final checks for passengers at the boarding gate
  • Filing of Amritsar airport’s departure and arrival flight documents
  • Managing personal work stations
  • Providing administrative support
  • Maximum security clearance at the airport.

One point one global solution pvt ltd
2020.05 - 2021.07
  • Handling all the escalation cases of social media
  • Interacting with customer house agent and console agent for the shipment of goods
  • (import and export)
  • Handling query regarding Ad Code registration as well as HS code too
  • Creating and monitoring all the data over the HPSM tool for clearance of e-mail backlog
  • Worked as an SME (Subject Matter Expert) for the CD cases
  • To connect with In-house CD (Customer Dispute) Team for social Media Escalation’s.

QA

One point one global solution pvt ltd
2020.08 - 2021.07
  • Daily Transactional (Voice and Email) Audit
  • Auditing calls on a daily purpose (30) calls
  • Call Disconnection audit’s (To gauge and identify the wrong practice)
  • Conduct Different Quality Session to NHT batch (As per process requirement)
  • Sharing the Feedback on the real time basis as per the criticality of the Audit
  • SBS Audit to check & minimize the real time issues
  • Live Barging with the OJT batches
  • Daily Log-in for the two hours to keep ourself updated with the process and to know the real time issue
  • Daily morning and evening briefing with the team to keep the team updated with the daily new updates.

Quality Analyst

iENERGIZER Pvt ltd
2021.08 - 2022.08
  • Daily Transactional (Voice and Email) Audit
  • Daily Dsat Scrubbing
  • Daily Repeat audits
  • Daily Compliance’s as like: Call documentation compliance (To check the documentation part whether followed or not)
  • Follow up and call back compliance (To check the call back done or not as per commitment)
  • L2 desk audit compliance (To check the smooth functionality of L2 desk)
  • Process adherence compliance (To check the Fatal parameter’s and loop holes)
  • Tagging compliance (Tagging adherence and Tagging accuracy)
  • Call Disconnection audit’s (To gauge and identify the wrong practice)
  • Short Call compliance (To validate that the short call’s)
  • Conduct Training session of NHT batch (As per process requirement)
  • Working on live Sup call’s to prevent probable escalation’s
  • Daily Compliance’s as like: Auditing calls on a daily purpose (35-40)calls
  • Working on live Sup call’s to prevent probable escalation’s
  • Short Call compliance (To validate that the short call’s)
  • Daily Login for 2 Hours (To get updated with the product)
  • Follow up and call back compliance (To check the call back done or not as per commitment).

Senior Quality Analyst

Cogent E-services Private
2022.08 - 2023.02
  • 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.
  • Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
  • Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.

Education

Bachelor of Science -

Gna University
Phagwara, India
03.2019

High School Diploma -

Shri Mahavir Jain Model School
Phagwara, India
03.2016

New Public High School
Phagwara, India
03.2014

Skills

  • Leadership Skills
  • Improve quality
  • Keep the process simple
  • Active Listening
  • Flexible and Adaptable
  • Supervision and leadership

Personal Information

  • Father's Name: S. Kulwinder Singh
  • Date of Birth: 03/08/1998
  • Gender: Female
  • Nationality: Indian

Timeline

Senior Quality Analyst

Cogent E-services Private
2022.08 - 2023.02

Quality Analyst

iENERGIZER Pvt ltd
2021.08 - 2022.08

QA

One point one global solution pvt ltd
2020.08 - 2021.07

One point one global solution pvt ltd
2020.05 - 2021.07

INDO THAI PRIVATE LIMITED
2019.07 - 2020.02

Bachelor of Science -

Gna University

High School Diploma -

Shri Mahavir Jain Model School

New Public High School

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Sharanpreet Kaur