Microsoft Excel
Sonu Bamba
Guided IVR Specialist
New Delhi
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced IVR Specialist with over 9 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
3
3
Certificates
Work History
Technical Specialist
Hyper Quality Inc An Avaya Company
Gurgaon, HR
09.2013 - 09.2022
- Guide and correct customer's account and work behind scenes to monitor and only stepping in when caller needs help.
- Increased call update by 40-45%
- Worked flexible hours across night, weekend and holiday shifts
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Improved operations through consistent hard work and dedication
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Handled 1000 calls per day to address customer inquiries and concerns
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Used critical thinking to break down problems, evaluate solutions and make decisions
Quality Analyst
Hyper Quality Inc An Avaya Company
Gurgaon, HR
02.2013 - 09.2013
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Collected and analyzed data and initiated improvements to increase security and performance
- Monitored KPIs to proactively address bottlenecks and quality issues
- Created and revised procedures, checklists and job aids to reduce errors
- Developed and maintained quality assurance procedure documentation
- Used excel and Power point to create presentations, flowcharts and graphs detailing data analysis results
- Administered 40 internal quality audits and assessed results to inform corrective action measures
Chat Support Specialist
Falcon force pvt ltd
Gurgaon
07.2011 - 10.2012
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Handled inbound customer chat conversations from various websites.
- Provided online demonstrations to educate customers on product features and online help resources.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted team leader with coaching and mentoring of new employees.
- Developed exemplary writing skills through continued correspondence with upwards of 30 customers per day
Education
BBA -
National Institute Of Management Solutions NIMS
New Delhi 12.2013 - 12.2016
Skills
Critical thinking
undefinedTimeline
Pivot Table Masterclass Certificate, Skill Nation - 2022
05-2022
Product Management: Building a Product Roadmap Training - 2022
04-2022
Power BI: Dashboards for Beginners Training - 2021
07-2021
BBA -
National Institute Of Management Solutions NIMS
12.2013 - 12.2016
Technical Specialist
Hyper Quality Inc An Avaya Company
09.2013 - 09.2022
Quality Analyst
Hyper Quality Inc An Avaya Company
02.2013 - 09.2013
Chat Support Specialist
Falcon force pvt ltd
07.2011 - 10.2012
Software
Microsoft Power BI Desktop
Microsoft Powerpoint
MySQL
Tableau
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to create Dashboards for the process improvement analysis.
- Pivot Table Masterclass Certificate
- Product Management: Building a Product
Roadmap Certificate by Project Management Institute, Inc. - Power BI: Dashboards for Beginners Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
Certificates & Licenses
- 2022, Product Management: Building a Product Roadmap
- Power BI: Dashboards for Beginners
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