QA TL Resumes in India-Delhi: shweta

Name:

shweta

Location:

India-Delhi

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

QA TL

Personal Website:

Objective:

• To grow in the “Quality Assurance” field and achieve a responsible position in the organization with contribution to its growth being a part of the developers’ team.

Resume Text:

Let us help you find a job, submit your resume now.

Or visit our education page to learn about getting your degree online

.....Begin Resume Preview.....

, USA.
 Job role included – Client Calibration and communication, Refresher’s training, Call monitoring and feedback sharing, preparing reports, Process training, QBR, presentations, Bi-weekly meets for action plans and challenges faced. Managing team roster, attrition, and maintaining Quality target assigned by the client for the overall account. Sending reports to the client on daily and monthly basis. (for details refer the last page)

COMPLETED SIX SIGMA GREEN-BELT –
from ‘Motorola University’ New Delhi.

From January 2002 to July 2005 – WORKED AS PERSONNEL RELATION OFFICER AT-
• GT Computer Hardware Engineering College Pvt. Ltd., Jaipur
(A HEAD-DIVISION OF GT GROUP OF COMPANIES.)
About the college – The College have its sole publication in all over India with 1000 dealers and 85 branches successfully running in major states of India. It is the oldest and most popular chip level training college, running since 1980. It is also a Pvt. Ltd. Group Company having tie-up with ‘LINK-CHINA’

• GT Computer Hardware Engineering College (Ajmer Branch)
Worked as a Centre Manager.
(Loyally handled the Administrative part, financial part, Management part, all round Advertisement Activities and confidently conducted Interviews under the strict control of the head office located at Jaipur.)

ACADEMIC QUALIFICATION
• MASTER OF ARTS – In the stream of ENGLISH LITERATURE
• BACHELOR OF ARTS – Sophia College Ajmer.
• SENIOR SEC. (ARTS GROUP) – Passed in 1999 from St.Mary’s Convent School (Rajasthan Board) Ajmer.
• SECONDARY – Passed in 1997 from Sophia Senior Secondary School (Rajasthan Board) Ajmer.

OTHER QUALIFICATION
• DIPLOMA IN HNC Course
Done one year diploma course from NIIT
Certified in Oracle from SSI with a
Joint Certification from ORACLE Corporation

COMPUTER PROFICIENCY
• Operating System: MSDOS, Windows95, Windows98
• Networking Platform: Windows 2000, 98, 95
• Web Technologies: Internet Fundamentals, UML, HTML, RMI.
• Database Technologies: Oracle8i, MS-SQL Server 7.0, Microsoft Access.
• Front-End JAVA
• Self up gradation in some common problems related to Assembling & installation
• Undergone special scholarship training of - WAN (Wide Area Networking) from GT Computer Hardware Engineering College Pvt. Ltd., Jaipur (Head Office) and also worked and handled the administrative & teaching part.
• Network Essentials, Peer-to-Peer Networking, Novell Netware (3.12, 4.11, 5.0), Windows NT Server & Workstations (4.0), Windows 2000 (Server & Professional), Linux UNIX Operating, Unix Networking, Linux Networking, WAN - (APACHE, SAMBA, DNS, FTP, DHCP SERVERS). Practiced 1700 series CISCO ROUTERS.

SKILLS
• Have strong interpersonal skills, language skills and presentation skills.

HOBBIES AND INTERESTS : Sketching and Traveling

PERSONAL PROFILE
DATE OF BIRTH : 4th MAY 1981
GENDER : FEMININE
MARITAL STATUS : SINGLE
LANGUAGES KNOWN : ENGLISH, HINDI
NATIONALITY : INDIAN
PASSPORT NO: : E 9343054
PERMANENT ADDRESS :
D/o Mr. B.K. Bhola,
‘Bhola Bhawan’, 54/1380,
St. Stepen’s School Road,
Near Dairy Booth, Makarwali Road,
Ajmer (Rajasthan) -305001
Ph# 0145-2641085

DECLARATION : I consider myself familiar with the above mentioned qualifications. I am also confident of my ability to work in a team. I hereby declare that the information furnished above is true to the best of my knowledge.

PLACE : New Delhi DATE : 25-10-2007 SHWETA BHOLA

Primary Function:
Responsible for the day-to-day coaching and supervision of a team of customer service reps in the customer service department and monitors productivity and performance standards. Plans and directs work flow and project assignments. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Works to develop employees’ skills evaluate performance and provide feedback. Responsible for team’s adherence to corporate employment policies. Works with the Customer Service Director to develop the business work plan for the team. Regularly interacts with management on matters concerning functional areas within the department and cross-functional groups.
1. Quality monitoring (listening to live calls and monitoring for voice and process adherence).
2. Conducting feedback sessions based on evaluations.
3. Conducting Internal and Client Calibrations (with the client & with the Ops / QA team), discussing on issues and updates with the clients and updates with the clients and Internal Quality.
4. Generating reports both Weekly and monthly based on evaluations.
5. Evaluating calls and giving regular feedback to agents.
6. Responsible for CSRs meeting quality standards and compliance with company policies and procedures.
7. Monitors and submits required reports to the management and the client (daily, weekly, monthly) in an accurate and timely manner.
8. Supervising the Team and Floor Operations & Responsible for the team in the absence of the Manager.
9. Making Quality Presentations.
10. Monitoring agents on calls and marking them on call handling techniques, grammar, clarity, rate of speech, pronunciation, professionalism, etc.
11. Coaches and develops team members by empowering them & providing frequent feedback on all aspects of performance and owe their performance.
12. Trains and develops customer service representatives in sales and customer service techniques, conducting refresher sessions for the assigned teams. Corrects performance, evaluates and coaches CSRs to improve performance and productivity in sales and customer service.
13. Flashing daily, weekly, monthly dashboards of the team’s performance.
14. Ensuring that the agents meet the quality standards set by the client/company.
15. Responsible for compiling and downloading the latest product updates & alerts to the team.
16. Attending con-calls with clients for improvement in the process.
17. Assist in analyzing customer dissatisfaction, verbatim analysis, fatal errors etc.
18. Coordinate closely with the ops & training teams in identifying the root cause of err & initiating action plans.
19. Provides on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity.
20. Ensures that the Customer Service team meets its objectives for timely and accurate call response.
21. Resolves complex support-related issues for the customers and staff.
22. Provides support in call escalation situations. Serves as an expert in dealing with difficult customer interactions.
23. Assists in determining the resolution of all customer situations.
24. Regularly sits with direct reports monitoring customer calls in order to provide constructive feedback to CSRs.
25. Ensures that the Customer Service team adheres to schedules and performance targets.
26. Plans and organizes workflow to ensure efficient CS operations.
27. Ability to set goals and track results to ensure that all team metrics are met.
28. Communicates with peers in order to ensure that department meets its objectives.
29. Establishes and communicates goals that result in excellent CS and achieving business objectives.
30. Ensures communication between customer service, service, sales and other departments.
31. Assists the management team in meeting daily performance goals, including taking calls if necessary.
32. Ensures high level of customer service through efficient staffing, scheduling and adjustments to meet service demands.
33. Performs other functions that may be assigned.
34. Last but not the least - CONTINUOUSLY MOTIVATING THE TEAM AND BUILDING RAPPORT, TRUSTWORTHINESS ALL AROUND.