Neetu B. Email & Phone Number

Noida, Uttar Pradesh, India

Managing three centers with 500 agents, overseeing sources including bots, voice, and contact us. Leading quality and training teams to achieve targets and improve agent performance. Spearheading projects for increased CSAT and implementing process-level modifications for agent efficiency, including stopping tickets at the bot, queue adjustments to reduce.

Noida, Uttar Pradesh, India

Managed TBSS/Ison, iEnergizer centers with IVR processes. Collaborated with ops, training, and quality teams to address gaps and ensure timely and precise KPI delivery. Overseeing training programs to enhance agent skills and quality initiatives to maintain high standards. Introduced process-level changes, including the agent issue tree, achieving a 0%.

Noida, Uttar Pradesh, India

Managed TBSS center with 300 manpower, effectively collaborating with the TNQ team during the introduction of theft in IVR. Led multiple verticals, developed SOPs, and addressed gaps in the process, app design, and training programs. Achieved quality and training targets from the start by prioritizing quality over quantity and ensuring comprehensive staff.

Noida, Uttar Pradesh, India

Managed Paytm's hotel vertical, collaborating with Tech M center, while ensuring quality and providing training to optimize team performance. During this period, Paytm established partnerships with major brands like Oyo, Booking.com, and Yatra. Maintained key KPIs, handled ad-hoc tasks, and identified process gaps to mitigate financial losses.

Gurugram, Haryana, India

Delivered all KPIs with perfection and on time. Managed both merchant and customer departments. Gained insights into payment gateways and merchant onboarding. Conducted quality audits for customer support, merchant support, and sales support. Led training sessions to enhance team performance and ensure consistent service quality across departments.

Gurugram, Haryana, India

Promptly promoted from agent to QA based on prior performance. Conducted audits and training sessions for IVR and RNB teams. Identified and addressed quality gaps to enhance Jabong's exchange policy, improve team performance, and prevent financial losses.

Gurugram, Haryana, India

Consistently achieved a 95% quality score each month as a Customer Service Executive. Received RNR for six consecutive months, showcasing dedication and excellence in service delivery.