Headline

--

Location

South Delhi

Work experience

Quality Analyst at Concentrix, Audited advisor interactions to maintain quality, compliance, and targeted performance levels. - Conducted calibration sessions with clients and internal stakeholders to identify improvement areas. - Provided quality-focused coaching to advisors to help them achieve targets.

Support Advisor at Concentrix, Supported US customers with product and service queries to maintain trust and satisfaction. - Ensured first-contact resolution and delivered high-quality support.

Team Lead at Concentrix, 2021 - Present · 5 yrs 6 mos, Managing a team of 25–30 advisors to meet performance and business goals. - Monitoring weekly/monthly KPIs including AHT, CSAT, Quality, Attendance, and Productivity. - Conducting coaching sessions, feedback discussions, and performance improvement planning. - Handling attendance management, RTA coordination, and achieving attrition targets. - Leading WBR/MBR calls and presenting team performance to clients and management. - Ensuring high compliance standards and maintaining strong process discipline across the team.

Technical Support Associate at Wipro, Nov 2020 - 2021 · 3 mos, Assisted US customers with troubleshooting and technical support for HP products. - Delivered efficient resolutions while ensuring a positive customer experience.

Education

Bachelor of Arts - BA, Political science, PGDAV College

12th, Palam Village, Raj Nagar, Part 1-Gbsss