Sheetal Chaudhary
Shift supervisor
Faridabad
Summary
To secure a Leadership Position within a Business that has a Passion for Growth, Excellence and the Insight to Prepare for the Future.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Shift Supervior-USCS
CALLBA
2024.02 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Sr Service Advisor
CALLBA
2021.08 - 2024.01
- Taking Inbound calls from UK and US to service them on queries related to ticketing, changes of flights and other booking related information.
- Supported 2 new nesting batches.
Freelance experience in Medicine industry
2014.01 - 2019.01
- Worked in distribution of medical equipments across the globe.
- Talking to clients explaining them about different products and understanding their requirements.
- We have clients from UK, France.
Associate, Command Centre
CONVERGYS
2011.01 - 2013.09
- Responsible for the day to day, minute to minute monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management Functions.
- Intraday management, line management, Queue management, Staffing, Internal Forecasting and Scheduling for the projects.
- Responsible for central traffic desk.
- Responsible for Tier I support for any downtime or outages.
- Reporting includes Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations as and when required.
- Offering Single Point of Contact or in other words providing a bridge between Operations and Clients.
- Effective management of the Service Level Agreement as per client.
- Managing the Process SLA targets and improvement plans based on the Six Sigma methods.
- Strategic Planning and Execution.
- Development and maintenance of Standard Operating Procedures (SOP)
Sr.Customer Care Officer (CCO)
Operations ORANGE UK
2006.04 - 2011.01
- Taking inbound calls for PAYM.
- Help new joinees in taking good calls and solving their queries regarding the process.
- Informing team members about new updates.
- Helping new members in improving the Daily Statistics by giving coaching on parameters.
- Give new ideas to team members to improve Statistics i.e Brialliance, CALL QUALITY.
- Mentoring & motivating the team to perform & deliver at its best.
- Supporting Nesting Batches whenever there is a requirement.
Customer Care Officer
AIRTEL
2005.04 - 2005.12
- Taking inbound calls for POST PAID CONNECTIONS.
- Solving post paid customer’s queries regarding billing, new connections.
- Consistent in ICE scores.
- MIS updation.
- Handholding of new team members.
Education
Bachelor in Arts -
ST. BEDE’S COLLEGE
FRENCH COURSE - undefined
ALLIANCE FRANCAISE
Schooling - undefined
DAV PUBLIC SCHOOL
Skills
- End to end customer relationship management
- Proficiency in the use of ECRM software
Customer-oriented
Skills Acquired
- End to end customer relationship management.
- Proficiency in the use of ECRM software.
- Good knowledge of telecom billing systems like arbour.
- Good communication skills.
- Fair knowledge of MS Excel, Word, MS Powerpoint.
Personal Information
- Date of Birth: 03/15/82
- Marital Status: Married
Personal Qualifications
- Bachelor in Arts, ST. BEDE’S COLLEGE, SHIMLA
- FRENCH COURSE, ALLIANCE FRANCAISE, LODHI ROAD, 4
- DAV PUBLIC SCHOOL, FARIDABAD
Timeline
Shift Supervior-USCS
CALLBA
2024.02 - Current
Sr Service Advisor
CALLBA
2021.08 - 2024.01
Freelance experience in Medicine industry
2014.01 - 2019.01
Associate, Command Centre
CONVERGYS
2011.01 - 2013.09
Sr.Customer Care Officer (CCO)
Operations ORANGE UK
2006.04 - 2011.01
Customer Care Officer
AIRTEL
2005.04 - 2005.12
FRENCH COURSE - undefined
ALLIANCE FRANCAISE
Schooling - undefined
DAV PUBLIC SCHOOL
Bachelor in Arts -
ST. BEDE’S COLLEGE