Shivani Lambore
Mumbai
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Associate Manager
Join Ventures - IGP
Mumbai
02.2024 - Current
- Developed and implemented process improvement initiatives to reduce complexity, cost, time and improve customer experience.
- Identified opportunities for process optimization through data analysis and benchmarking studies.
- Conducted root cause analysis on operational issues and proposed solutions to resolve them.
- Coordinated with cross-functional teams to identify areas of improvement in existing processes.
- Designed standard operating procedures for new processes to ensure compliance with organizational policies (for audit & training team & operations team).
- Established key performance indicators (KPIs) to measure the effectiveness of business processes.
- Ensured adherence to quality standards while implementing process excellence projects by conducting regular audits and reviews.
- Worked closely with human resources to support employee management and organizational planning by creating Zero Tolerance Policy for the Operation Management.
- Analyzed operational data to identify trends in order accuracy, customer satisfaction, product availability.
- Provided coaching and mentoring to team members on a regular basis.
- Facilitated meetings between upper management and staff members to discuss ideas or issues related to operations.
- Managed recruitment efforts including job postings, interviewing applicants, and making hiring decisions.
Quality Analyst
Exploring Infinity
Mumbai
01.2023 - 02.2024
- Conduct effective induction and process training sessions
- Auditing the emails with the necessary feedback and by following the terms of companies compliance
- Conduct coaching sessions with Advisors and provide feedback addressing client service performance, Product knowledge and productivity
- Conduct weekly calibration sessions with Team leaders to develop scoring consistency
- Ensure 100% closure on feedbacks
- Identify process gaps & drive quality projects to improve the process
- Generate and publish regular audit reports for the BQ advisors, (daily, weekly, monthly). Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Conduct mock sessions and certifications for the new hires.
- Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
- Trained junior team members for process excellence .
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Currently working with the team on COVIN project which help the company in training AI for better quality process.
Quality Analyst
People Interactive
Mumbai
12.2018 - 11.2020
- Monitor calls and provide feedback to operational management
- Conduct audits as per defined guidelines.
- Ensure 100% closure of feedbacks.
- Conduct coaching sessions with advisors and provide feedback addressing client service performance, Product knowledge and productivity.
- Conduct monthly calibration sessions with team leaders to develop scoring consistency.
- Conduct quality induction for new hire batch. Conduct training for group of agents, when needed.
- Auditing chats & emails, if been sent accurately to the customers as requested.
- Implemented and deployed new campaigns and projects with QA team, following company and compliance directions.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
VIP Consultant
People Interative
Mumbai
05.2018 - 11.2020
- Ensure accurate identification of the clients' requirements and helping them find the right match with a seamless best in class experience.
- Researching new alternative methods to increase efficiency, with regards to customer satisfaction.
- Generate HNI sales and subsequently high revenue for VIP SHAADI.
- Develop the business by reaching out to VIP customers.
- Achieve the month on month target for VIP Sales.
- Promoted within 6 months as a Quality Coach.
Customer Relations Advisor
Tech Mahindra Business Services
Mumbai
07.2016 - 06.2017
- Handling calls for Billing and Technical queries.
- Provides mobile and broadband contracts in UK.
- Assisting three account holders with all their queries related to their bills, any queries related to their phones utility.
- Acting as first point of contact between three and its account holders.
- Resolving customer queries related to their accounts.
- Handled incoming telephone calls promptly to minimize customer waiting times and enhance customer satisfaction ratings.
- Maintained working knowledge of available products and services for enhanced customer service.
Customer Service Representative
Intelenet Global Services
Mumbai
01.2015 - 04.2016
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Built rapport with customers through courteous and professional communications.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Addressed customer service enquires quickly and accurately.
Administration Representative
RF Jeep
Mumbai
06.2012 - 12.2014
- Providing after sales support to customers as per requirement.
- Developed ongoing programmed using good team communication and collaboration.
- Produced high-volume orders to effectively meet customer demand.
- Customized customer experiences to build brand loyalty.
- Operated tills to accurately process cash and credit card transactions.
Education
Practitioner -
NLP Practitioner Course
Mumbai, MH2021
Bachelor of Commerce - Accounts
Sydenham College Of Commerce And Economics
Mumbai, MH2020
Sig Sigma Green Belt -
KPMG
Mumbai, MH2020
ICSE -
Palm Beach High School
Mumbai, MH2006
Diploma in Nutrition and Fitness - Fitness
Institute of Nutrition And Fitness Science
Mumbai, MHSkills
- New Employee Training
- Strategic thinker
- Training Methods
- Leadership training
- Designing ZTP parameters & conducting training
- Performance Metrics
- Verbal and writing communication
- Presentation
- Training and Development
- Call Monitoring
- SOP development
- Team management
- Quality assurance
Languages
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Gujarati
Upper Intermediate (B2)
B2
Timeline
Associate Manager
Join Ventures - IGP
02.2024 - Current
Quality Analyst
Exploring Infinity
01.2023 - 02.2024
Quality Analyst
People Interactive
12.2018 - 11.2020
VIP Consultant
People Interative
05.2018 - 11.2020
Customer Relations Advisor
Tech Mahindra Business Services
07.2016 - 06.2017
Customer Service Representative
Intelenet Global Services
01.2015 - 04.2016
Administration Representative
RF Jeep
06.2012 - 12.2014
Practitioner -
NLP Practitioner Course
Bachelor of Commerce - Accounts
Sydenham College Of Commerce And Economics
Sig Sigma Green Belt -
KPMG
ICSE -
Palm Beach High School
Diploma in Nutrition and Fitness - Fitness
Institute of Nutrition And Fitness Science
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