Shipra Wahi Email and Phone Number

 PR & Marketing individual for couple of renowned Delhi – NCR restaurant/Cafe/Lounge. Full time Social Media Influencer. Directly associated with e-commerce sellers / brands in uplifting their product sales as per their requirement & budget.  Was part of independent staffing firms in hiring different domains i.e Life Insurance, IT, FMCG, Executive Roles, Sales, Operations, Training & Quality.

Worked as a Soft Skill & Process Trainer, for different campaigns of ABN Ambro Bank now RBS for Sales & Collections.Key Responsibilities: Handled team for 4 people in Training & Quality.Designing team KRA’s, tracking their performance, conducting monthly review & internal audit.New Hire Orientations, Product & Process Refreshers for ongoing resources.Code of Conduct Trainings. Call Monitoring for New Hires, Call Calibration & Group Call Monitoring Session.TNI based Training for ongoing resources & Quality team.Content Development.Fostering Show, RGB & Coaching for Performance for the bottom performers to perform them better.Developing MIS: Inflow & Outflow of New Hires, Fostering & CFP MIS, Refresher, Group Call Monitoring & NHT Assessment MIS.Responsible for Addressing escalations direct from clients with effective service creating for win-win solutions.Organizing events.Trainings Attended:RBI Training on DRA.Awards/Appreciation:Awarded for ‘Excellence in Client Handling’ for 3 consecutive months ‘Jan’, Feb & March’2009Awarded for Best ‘Content Development’ in April & November 2009.Awarded for Imparting Best Training in August’2009.

Worked as a Quality Analyst for Barclays Personal Loan Collections.Key Responsibilities:Auditing calls for the agents on daily basis and providing them feedback.To maintain their daily, weekly and monthly reports.Solving escalations of the clients.Attend conference calls with quality head and clients.Conducting quality session for the new batches.

Worked as a Senior Associate for LINGO (Inbound Customer Service $ Technical Support for VOIP service), CHASE $ FIRST RATE (Sales Inbound Customer Service for Credit Cards) ELECTROLUX (Inbound Customer Service for electrical appliances) and HARRISON (Inbound Customer Service $ Trouble Shooting for refrigerators.) Key Responsibilities:Customer Service: Build and maintain relationship with external customers.Responsible for demonstrating problem-solving skills, identifying solutions to barriers/issues for effective service creating win-win situations for customers.Meeting productivity targets and quality standards.Role Performed as SME:Helping new Associates to come out of Learning Curve.Conducting Trainings Sessions / Quality Updates.Creating Training Manual for new associates to provide them best Info about the Product.Mentoring and providing feedback that could help new associates to come out of Learning CurveBackup for the team in absence of Team Leader.Taking Escalations of the floor.

Worked as a Tele-Collections Executive for Citibank Personal Loan Collections (BKT-0 & BKT-1) Key Responsibilities: Maintaining customers and new associates data on monthly bases.Meeting productivity targets and quality standards.Responsible to solve customer’s cases in terms of collecting money.Role Performed as SME:Helping new Associates to come out of Learning Curve.Mentoring and providing feedback that could help new associates to come out of Learning Curve.Taking Supervisory Calls.