Nehal Qaiser Email & Phone Number

New Delhi, Dl, In

Noida, Uttar Pradesh, India

• Conduct Transaction Monitoring as per guidelines defined by the client • Provide feedback to consultants and manager based on monitoring results.• Conduct ongoing analysis of quality performance and recommend actions for improvement on process level. • Participate in weekly calibration with TL’s to ensure consistency in measurement and process is strictly adhered • Work closely with Trainer/SME and Operations team to conduct team huddles. • Co-ordinate all process… Show more • Conduct Transaction Monitoring as per guidelines defined by the client • Provide feedback to consultants and manager based on monitoring results.• Conduct ongoing analysis of quality performance and recommend actions for improvement on process level. • Participate in weekly calibration with TL’s to ensure consistency in measurement and process is strictly adhered • Work closely with Trainer/SME and Operations team to conduct team huddles. • Co-ordinate all process improvement initiatives with Customer Experience team Show less

Gurugram, Haryana, India

Responsible to support Operations team in day-to-day business requirements; primarily handling escalations from the regional India market and analysis of customer service incidents (CSI) i.e. customer concerns and service failures that have caused customer dissatisfaction. Key responsibilities included: Root Cause Analysis - use analytical and problem-solving skills to investigate the root cause of client escalations and resolve the barriers to customer satisfactionCommunication -… Show more Responsible to support Operations team in day-to-day business requirements; primarily handling escalations from the regional India market and analysis of customer service incidents (CSI) i.e. customer concerns and service failures that have caused customer dissatisfaction. Key responsibilities included: Root Cause Analysis - use analytical and problem-solving skills to investigate the root cause of client escalations and resolve the barriers to customer satisfactionCommunication - prepare professional business emails to send to client and stakeholders at all levels to convey the resolutionDocumentation - correct, accurate and timely documentation of cases on the tool along with work log of its investigation and resolutionQuality improvementSupport for Key Business Units- Supporting other Business Units such as Team Leaders and ClientTeam Management to maximize account retention in alignment with profitability goals.Troubleshoot Emerging Issues- Effectively handling the Customer Service issues for Risk Accounts.Team Performance Initiatives- Work closely with performance coach and Operations Liaison to conduct team huddles.Coordination of all process improvement initiatives with Performance coach and Operations Liaison.Audit : The performances of operations and customer service team to identify the areas of development and opportunity in their communication with the clients. The audit also included providing feedback related to email ethics and customer service enhancement.Achievements:Settlement of financial disputes to save potential write-offs, have saved revenue leakages up to 60% in the Customer Services Incidents assigned to me Implementation of process improvement opportunities to decrease error counts and improve qualityQuantifying scale of improvement against errors through data and auditsTraining and mentoring my team at various stages to enhance CSAT scores Financial audits to ensure minimal disputes and improved client satisfaction. Show less

Specialist in travel products at value for money prices - be it flights, hotels, a package or tour, goal is to be not only, informative and inspirational but to offer great prices coupled with excellent customer services.

Travel ConsultantCustomer support -pre and post Sales for Zuji (Australia)Zuji (Australia) is a popular online travel agency dealing with the areas of online travel, hospitality, hotel and business leadership.

Floor Supervisor – Operations (Customer Service)• Primarily taking customer complaints and escalations.• Maintaining Quality on calls and ensuring that Customer gets proper satisfaction.• Client coordination through call conferencing emails & chats.• Call Calibration.• Monitoring teams performance• Preparing team performance reports to be sent to higher level of management• Taking care of team as regards to their grievances and ensuring they are well equipped… Show more Floor Supervisor – Operations (Customer Service)• Primarily taking customer complaints and escalations.• Maintaining Quality on calls and ensuring that Customer gets proper satisfaction.• Client coordination through call conferencing emails & chats.• Call Calibration.• Monitoring teams performance• Preparing team performance reports to be sent to higher level of management• Taking care of team as regards to their grievances and ensuring they are well equipped with all the required tools and facilities to do their job. Show less

Hotel Management, Cullinary

Education record