Saniya K. Email & Phone Number

With over 3 plus years of experience in customer service, training, contact centre management. I have worked extensively for Various Training Organization. I now seek a challenging and fulfilling role where I can carve a niche for myself in the area of customer relationship management.• Excellent Communication & Negotiation Skills• Training and Coaching Skills• Team Management & Competency Building• High Profile Client Management• Project Management & Coordination• Event Management• Culture and Change Management• Reporting and Dashboard• Strategic Thinker & Planner• Conflict Management• Time Management• Customer Retention and Loyalty

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  Training Manager

  Edhut Knowledge Solutions Pvt. Ltd.

  Feb 2018 - Present - New Delhi, Delhi

  Roles & Responsibilities• Managing customer escalations and resolving issues for them• Creating & implementing customized action plans for Customer Care Professionals as per their learning curve• Participated in Call Calibrations to drive consistent performance across all metrics• Driving key Customer Goals and Shareholder Metrics• Coach new customer care professionals and assisting them to resolve their problems.• Consistently achieved productivity, schedule adherence and quality targets.Key Achievements• Awarded Customer Service Award in 2019 - Annual Award based on exemplary performance and demonstration of Customer Service Skills. This is also based on consistent over all performance and customer feedback.• Awarded Ambassador of Q3 2017 - For achieving highest overall performance rating in terms of quality and customer feedback for a quarter• Part of Club 80’s - Club of consistent performers who achieved their overall performance % above 80%• Awarded Moments of Magic – This award was based purely on customer testimonials and feedback.

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  Apj Abdul Kalam Technological University

  Business Administration And Management, General