Sheetal
Delhi
Summary
Dynamic and result-driven Subject Matter Expert with 2+ years of experience with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
2
2
years of professional experience
Work History
Subject Matter Expert
Concentrix Daksh Services India pvt ltd
Gurgaon
08.2023 - Current
- Meet all agreed client's SLA's performance parameters.
- Identifying training need of the quality team members and accordingly impart training.
- coordinate with operation team to ensure all parameters are met.
- Identifying areas of concern and under performance and take corrective action.
- be the single point of contact with the team and the senior management through effective communication.
- Periodically interact with the middle and senior management.
- Firming of quality Parameters and targets for each process.
- Prepare and share daily reports like Login report, Compliance Report etc. with the team and Management.
- Client interaction for policy Making and betterment for users experience.
Senior Customer Service Representative
Concentrix Daksh India Pvt. Ltd
Gurugram
03.2022 - 08.2023
- Handling the critical cases Tier 2 level regarding User Appeals for their channels Suspensions.
- Individual Impersonation, Content review and privacy Complaints for their appearance in YouTube videos.
- Developed and implemented customer service policies and procedures.
- Continually reviewed and improved procedures to maintain service levels.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Handled difficult situations with tact, diplomacy, and professionalism.
Education
Bachelor of Business Administration -
DCRUST University
07.2021
+2 -
S.B.M Public School
04.2018
10th -
SDM Public School
03.2016
Foundation of Project Management -
Coursera
Project Initiation: Starting a Successful Project -
coursera
Skills
- Customer relationship building
- Operation team coordination
- Operational planning
- Project Planning
- Time Management Abilities
- Strategic Thinking
Extracurricular Activities
Debate Competition, Panipat Institute Of Engineering and Technology, Haryana, 03/01/20
Hobbies and Interests
Travelling, Baking, Reading.
Languages
Garhwali
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Subject Matter Expert
Concentrix Daksh Services India pvt ltd
08.2023 - Current
Senior Customer Service Representative
Concentrix Daksh India Pvt. Ltd
03.2022 - 08.2023
Bachelor of Business Administration -
DCRUST University
+2 -
S.B.M Public School
10th -
SDM Public School
Foundation of Project Management -
Coursera
Project Initiation: Starting a Successful Project -
coursera
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