Anushka Shah Email and Phone Number

• Develop, implement and maintain the quality monitoring program; analyze functions and develops continuous improvement plans; provides recommendations and identifies gaps to improve program effectiveness and productivity• Perform audits and evaluate calls, live chats and emails, providing documented feedback to client, staff and management on end-to-end customer interactions• Audit CRM case documentation for completeness, assessment of case management, evaluation and scoring; provide feedback on deviations and recommends corrective action and coaching opportunities to management for staff• Use data, analytics and metrics to compile team and individual performance and identify areas for improvement; monitors progress of KPI’s• Lead calibration meetings with clients on agents performance and formulated performance improvement plans• Analyze and decode complex data to pinpoint areas of concerns and identify trends• Conduct training sessions and provide feedback to agents to ensure their calls are as per internal guidelines• Escalate and communicate detailed information about calls monitored to clients and senior management • Answer operations teams’ questions concerning QA guidelines and policies• Make recommendations on enhancement and development of training curriculums, materials and performance measurement tools• Develop methods and processes for tracking and reporting quality results• Send out Red Flag/Fatal Error Audits to senior management• Generate various MIS on agent performance, key call drivers

• Provided Tier III support resolving highly complex and escalated queries for a leading global mobile manufacturer• Liaised with the office of the President to resolve customer escalations• Responsible for end to end escalation management across all products in the portfolio• Managed internal and external communication with the customer, Office of the President, telecommunication providers, warehouses and Banks to resolve customer escalations• Handled complaints raised by customers on social media, to the BBB and avoid potential lawsuits by customers • Created Executive Summary of cases for management review• Advised senior management of policy changes and loopholes exploited by customers for policy review• Experience using systems like Workbench, Zendesk, Sharepoint, Digital River and SAP-GCIC

• Provided inbound customer support to leading telecommunication and internet service provider companies• Handled high volume and complexity of calls• Resolved customer issues related to billing and payment• Up-selling services to customers as per their requirements and provided best value solutions• Resolved technical issues and handled service requests by troubleshooting• Used systems like Salesforce and Telegance for customer information data entry, retrieval and updation• Informed customers of any internal issues or system errors• Asked probing questions to help customers resolve issues on the first call

Provided social media support to one of the leading online streaming company.Responsible for resolving customers queries, complains, service request and up selling.Informed customers of any internal issues or system errors.Provided technical support to customers and troubleshooting the technical issues.Managed e-mail template database on IcePak and Salesforce.Asked probing questions to help customers resolve issues on first call.Entered customer data into various software program like IcePak and Salesforce.Created accounts by gathering all required information from customer.Provided troubleshooting steps related to any errors via email , chat and other social media channels.Promoted and offered products and services by consulting, gathering information, and evaluating customer needs.

Contacted and met with potential candidates for open positions with employees that want to find a new position.Recruited, pre-screened and interviewed identified candidates for positions.Entered into contracts with both companies and private individuals to match jobs with employees or employees with jobs based on specific criteria.Lined up interviews and provided necessary information to the candidate for the interview.Identified and approached right candidate for right job.Informed candidates about the results of their interviews and provided feedback.

Maintained daily attendance and leave update of employees of multiple branches.Arranged interviews with senior managers to recruit technical staff.Conducted exit interviews and exit formalities of employees and giving feedback.Maintained and updated personnel records.Conducted employee engagement activities and team building activities at branch level.Maintained regulatory documents of employees under relevant regulatory laws.Filed and maintained internal and external documents and database.Conducted joining formalities of new employees.Conducted training and development program at branch level.Handled employee grievances.Worked on provident fund and employees insurance issues at branch level.Re-engineered hiring process for contract labour.Took care of statutory compliance like provident fund, employee insurance and health benefits.Worked on Performance Appraisal system.Conducted stay interview and engaged in employee counselling.Assisted employees for medical reimbursement.Corporate social responsibility:-Conducted safety rider program for safety related to use of escalators and elevators in schools to around 500 primary school students.