Harsh Pancholi Email and Phone Number

Job Responsibilities:Product knowledge expert for relevant departments Reservations, FFP, E commerce, One World, Social Media Platform, Web chat, QR Holidays and QR QSuite, Initiate and promote all QR products to generate the revenue, escalate queries to senior contact center staff as appropriate, use enhanced system access rights as required by role to manage request on premium customers, training new joiners and provide on Job Training, complete Fraud protection checks, and act as single point of contact, demonstrate the ability to make decisions based on knowledge and expertise for daily queries without frequent senior support and performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit as requested by management • Awarded as “Value Role Model Award” for the month of July’2017• Awarded as “Value Role Model Award” for the month of August’2018• Awarded as “Sales Topper” for the month of January’2019

Job Responsibilities:Supervise the work of office, administrative, to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems of employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes, Preparing process improvement & quality improvement plans, Preparing roster for the team & manage leave tracker, Attending Weekly & Monthly calls with Counterpart, Preparing & sending MOM (Minutes of Meeting), Helping other LOB’s (Line of Businesses), Helping the other team members to achieve their KRA's.Achievements:• Prepared Help-file (Knowledge database) • Designed Quality form which automatically populate score for Audits• Worked on Automation Project on MACROs• Awarded as “Monthly Quality Champion” for the month of March’12• Awarded as “Monthly Quality Champion” for the month of September’12• Quarterly “Quality Champion” for Q4 2013• “Functional Excellence Award” for the month of July’15

Job Responsibilities:• Call barging for the purpose of quality & ICE improvement among the team• Taking pre/post shift briefings & refresher trainings for the product and processes• Call calibration with the other centers & clients• Conduct training for new joiners (Certified Airtel Trainer)• Highlighting process gaps to the clients & propose improvement plan• Handling the team in the absence on team Leader• Repeat call analysis, checking all service requests raised by advisors• AHT Base-liningAchievements :• Awarded with Summit Individual Award in September’09• Awarded with Summit Individual Award in June’10