SHRIYANSH SONI
Quality Analyst
New Delhi
Summary
Dynamic Quality Analyst and former top-performing Customer Service Representative with a proven track record of driving service excellence at IGT Solutions. Promoted within 12 months due to exceptional customer handling and flawless issue resolution. Now applying a data-driven approach to mentor teams, ensure strict compliance with Expedia policies, and foster professional growth among agents. Highly skilled at delivering constructive coaching that tangibly improves quality metrics and traveler experiences.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Customer Service Representative
IGT Solutions
06.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Quality Analyst
IGT Solutions
08.2023 - Current
- Monitor and evaluate customer interactions to ensure strict compliance with company standards, directly elevating the overall customer experience.
- Analyze complex customer service data to pinpoint performance gaps, delivering targeted, constructive feedback that improves agent resolution rates.
- Collaborate with cross-functional teams to design and implement rigorous quality standards, streamlining operational procedures across the department.
- Leverage Microsoft Excel to track and analyze customer satisfaction (CSAT) and performance metrics, translating raw data into actionable business insights.
- Coach and mentor agents through personalized training sessions, significantly enhancing their communication skills and first-call resolution capabilities.
- Conduct deep-dive root cause analyses on recurring service defects, designing and implementing corrective actions that actively prevent future errors.
- Advise team leadership by providing data-driven updates on key quality metrics, and proactively resolve consistency problems before they impact production.
Education
Higher Secondary Graduate - Currently Persuing BBA
SDSVM School
04.2001 -
Skills
GDS - Amadeus, Sabre & Farelogix
Interests
Chess & Cricket
Chess & Cricket
I have great interest in Cricket and Chess.
Timeline
Quality Analyst
IGT Solutions
08.2023 - Current
Customer Service Representative
IGT Solutions
06.2022 - 08.2023
Higher Secondary Graduate - Currently Persuing BBA
SDSVM School
04.2001 -