Suman Gulia
Panchkula
Summary
Highly effective in working with clients,peers and Professionals.Excel in critical thinking and problem-solving with excellent communication skills ensuring seamless experience between clients and the company to achieve quality objective with enhanced results.
Overview
5
5
years of professional experience
Work History
Senior Quality Analyst
Convergys India Pvt Ltd
Gurgaon
09.2007 - 01.2009
- Maintained quality assurance procedure & documented all aspects of the Inbound call quality of “UK Orange -Pay as you go “clients.
- Analyzed issues and recommended corrective actions to the CCE to improve Call quality score.
- Developed and implemented quality assurance processes, procedures, and standards to ensure Customer Satisfaction.
- Trained new Quality Analysts on established procedures of Inbound Call Quality.
Quality Analyst
IBM DAKSH
IT PARK CHANDIGARH
04.2006 - 08.2007
- Ensured call quality compliance with company standards, regulations and procedures.
- Assisted in the development of Quality Assurance procedures and protocols.
- Wrote and updated manual for team use for maximum productivity.
- Maintained quality assurance procedure documentation.
- Implemented corrective actions when necessary to improve overall product quality.
Process Trainer
I2I Enterprise Ltd
Chandigarh
06.2005 - 03.2006
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Maintained accurate records of all process training activities including attendance and evaluation results.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Collaborated with other departments to maintain current knowledge of training needs.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
Inbound Call Center Representative
I2I Enterprise Ltd.
Chandigarh
04.2004 - 05.2005
- Managed Inbound calls for Bharti Airtel Postpaid clients.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Managed CRM Records of the client
Education
Bachelor of Science -
Punjab University
Chandigarh07-2007
Senior Secondary - PCMB
GMSSS-21
Chandigarh05-2004
Secondary Education -
Air Force School,12 Wing.
Chandigarh05-2002
Skills
- Team leadership
- Strong communication skills
- Workflow documentation
- Quality assurance strategies
- Work delegation
Languages
Hindi
First Language
English
Proficient
C2
Punjabi
Elementary
A2
Timeline
Senior Quality Analyst
Convergys India Pvt Ltd
09.2007 - 01.2009
Quality Analyst
IBM DAKSH
04.2006 - 08.2007
Process Trainer
I2I Enterprise Ltd
06.2005 - 03.2006
Inbound Call Center Representative
I2I Enterprise Ltd.
04.2004 - 05.2005
Bachelor of Science -
Punjab University
Senior Secondary - PCMB
GMSSS-21
Secondary Education -
Air Force School,12 Wing.