Tamanna Saini
Faridabad
Summary
Accomplished Senior Quality Analyst with a proven track record at iEnergizer IT Services PVT LTD, specializing in enhancing quality assurance processes and team performance. Leveraged analytical skills and a keen ability to identify training needs, achieving significant improvements in QA KPIs. Expert in RCA and proficient in dispute resolution, consistently ensuring high customer satisfaction and operational excellence. Also, a dedicated customer service specialist providing skills to prioritize and multitask in a fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Associate
Tech Mahindra
Noida
08.2024 - Current
- Resolved customer problems via phone ensuring timely and effective solutions.
- Assisted customers with password resets, account unlocks, and Internet settings.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues of home Network devices.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Analyzed customer interaction patterns to identify trends and opportunities for upselling.
- Maximized profit and revenue through upselling and cross-selling techniques.
- Supported profitability by upselling products and services and processing sales.
Business Analyst
Genpact India Pvt Ltd
Gurgaon
02.2024 - 04.2024
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Developed and implemented strategies to improve team performance and productivity.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Oversaw quality control to identify inconsistencies.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Assessed team performance against established goals and objectives.
- Implemented effective communication protocols within the organization.
- Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Complied with company policies, objectives and communication goals.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
Senior Quality Analyst
iEnergizer IT Services PVT LTD
Noida
10.2022 - 09.2023
- Monitoring QA's KPIs.
- B2B Report.
- Identifying training needs with ghost audits.
- Helping QAs become the best in their profiles by providing coaching sessions.
- RCA specialist.
- Supervisor's monthly product knowledge test.
- SOP creation.
- Handling revaluation requests.
- Calibration Calls.
- Weekly meeting with operation managers to review the SOPs.
- Reviewing Csat, Dsat, and maintaining the data in order to discuss the changes in the existing policies in the best interest of the customer and the business with clients.
- Helping below-performance agents with performance improvement plans, refresher, and training sessions as needed.
Quality Analyst
iEnergizer IT Services PVT LTD
Noida
02.2021 - 09.2022
- Transactional audits.
- Briefing sessions.
- One-on-One sessions
- Providing effective feedback.
- Product knowledge tests (monthly and weekly)
- BQ Audits.
Billing Specialist
iEnergizer IT Services PVT LTD
Noida
02.2019 - 01.2021
- Approving and processing refunds.
- Reviewing disputes.
- Helping customers with all the billing-related questions.
- Assisting teammates with customer queries.
- Maintaining CSAT by providing quick resolution and the best service while keeping the SOP in mind.
Assistant Executive
iEnergizer IT Services PVT LTD
Noida
10.2018 - 01.2019
- Helping customers with general queries.
Education
Bachelor of Arts - Political Science
Ram Lal Anand College (Delhi University)
New Delhi, National Capital Territory of Delhi05.2018
12th Standard - Humanities
Air Force Senior Secondary School
New Delhi, National Capital Territory of Delhi03.2013
10th Standard -
Maharishi Vidya Mandir
Noida, Uttar Pradesh03.2011
Skills
- Quality Auditor
- Quality Coach
- RCA Specialist
- Time management
- Keen insights
- Fast learner
- Analytical skills
- Clear Verbal and Written Communication
- Analytical Problem Solving
- Proficient in Dispute Resolution
Certification
- Development Coaching, 2022
- Leaders as Coaches - 2 Application, 2023
Personal Information
- Husband's Name: Mr. Gurpartik Gill
- Date of Birth: 12/29/94
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Affiliations
- Indoor and Outdoor Sports
- Watching Movies and Web Series
- Playing Video Games
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Senior Associate
Tech Mahindra
08.2024 - Current
Business Analyst
Genpact India Pvt Ltd
02.2024 - 04.2024
Senior Quality Analyst
iEnergizer IT Services PVT LTD
10.2022 - 09.2023
Quality Analyst
iEnergizer IT Services PVT LTD
02.2021 - 09.2022
Billing Specialist
iEnergizer IT Services PVT LTD
02.2019 - 01.2021
Assistant Executive
iEnergizer IT Services PVT LTD
10.2018 - 01.2019
Bachelor of Arts - Political Science
Ram Lal Anand College (Delhi University)
12th Standard - Humanities
Air Force Senior Secondary School
10th Standard -
Maharishi Vidya Mandir
Similar Profiles
Hemanth Kumar BangaruHemanth Kumar Bangaru
Team Lead at Tech Mahindra, Tech Mahindra Pvt LtdTeam Lead at Tech Mahindra, Tech Mahindra Pvt Ltd
SHASHI SHARMASHASHI SHARMA
Senior Software Test Engineer at Comviva Mahindra (A Tech Mahindra Company)Senior Software Test Engineer at Comviva Mahindra (A Tech Mahindra Company)
Ravi Ranjan OjhaRavi Ranjan Ojha
Lead Software Developer at Tech MahindraLead Software Developer at Tech Mahindra