Deepali Shah Email & Phone Number

Noida, Uttar Pradesh

• QBR and ABR creation and presentation to CEO and Directors• Work with leadership to develop the Process scalability • Create and manage escalation processes to ensure SLAs are maintained.• Develop helpdesk standards, Research and Procure Relevant Technology• Create and manage process for AMS, Collection, Service and Validation• Digitalise business to track process activities for real time tracking• Maintain 3 CRM applications to manage digital leads, Process and Revenue• Prepare progressive reports for all work performed by the team• Achieved consistent growth/performance even during pandemic and come up with a strong team for the business• Provide introduction process training to all new joiner• Manage digital sales and services through inbound & outbound calls• Created helpdesk Process Guide Book to define work and track performance• Giving constant support to the sales vertical leaders to ensure process enhancement• Daily and monthly performance analysis based report • Call monitoring, Analysis, Performance based forecasting and feedback to the team for their individual growth.• Manage Post product delivery feedback calls and incorporate process improvement• Maintaining CSAT and sharing feedback and alignments.• Managing non sales teams / processes like Toll free Customer service, Service (repair & replacements), Logistic (deliveries & RTOs), Collection, Data updating, MIS & back office support etc.• CRM Process training for the new joiners

Noida, Uttar Pradesh, India

Possess strong analytical skills, adhere to quality and service standards, increase revenue and market share, and help the business accomplish its goals.

Hyderabad Area, India

After moving to Hyderabad in April''14,started working at ADPvt Ltd Somajiguda as a QA. As on, July' 2017,the entire process was taken over by Conduent with the same management. assisted team/ auditing quality for our process within all teams,Philippines and Manchester USA• Star of the Month / Quality topper award for consecutive months on customer C-Sat and also got many compliments while handling the various concerns• Monitored calls for India, Manchester USA and Philippines• Captured and categorized data to support quality assurance initiatives • Discovered hidden trends using NICE and suggest actions• Monitor agent team performance against key metrics • Identify and report higher-value interactions having greater impact on business initiatives• Shared feedback, Quality score-card, scheduled process upgrade trainings and quality sessions with the training team• Participated in seminars (Calibrations) and training programs to enhance soft skills• Managed process base projects for SLAs adherence - Hold time analyses, AHT, customer satisfaction, FCR, identify escalation metrics etc.• Participated in White- Belt program and made my own project based on fish-bone diagram for short calls/ call avoidance and hold time.• Shared weekly, bi-weekly and monthly reports with the Management and onshore clients• Sending analytical reports for quality updates and root cause for increased call volume • Imparted Trainings and assisted Managers/ Team to gain high targets• Collated Write Off date processed by the team on regular basis and shared with the high risk monitoring team thereby retain clients and revenue • Handled senior level escalations and complaints • Back office support – Customer complaints and Issue resolution.• Managed high volumes within the peak months and ensure team meets the desired SLA• Back office work functions like updating various plans and offers to the customers

India

worked for Credit Card Payment Collection and customer Support process wherein mentoring ,auditing, handling escalations, managing various projects" were the daily chores of my profile.• Handled incoming calls for Credit card customer service and collection processes• Floor Support and mentoring new hires to up skill their process knowledge• Participated in “White Belt Program” to get more advance way to diverse the process expertise• Supported Quality team to share feedback and make per member score cards on weekly and monthly basis• Used to prepare call issues on weekly basis to identify the technical or the climate issue which would have effected timely payments• Checking credit score stability to offer various plans to pay off customer’s debts. • Handled complaints and escalations on calls and deliver highly effective resolution to gain customer satisfaction• Got may awards and certificates for best performance and maintaining good C-sat score

India

started my career aa a CSR in an Insurance based Process and soon moved to floor support and training new joiners.• Handled inbound calls for customer service for Insurance base process.• Participated in various trainings conducted to gain more process and communication knowledge

Master Of Business Administration - Mba, Hr & Marketting

Associate Of Arts - Aa

Bachelor Of Arts - Ba, English Language And Literature/Letters