I am a highly motivated person with good analytical and communication skills and a flair to be the best.
I am a fun loving person who loves to follow a disciplined life.
My work experience is mentioned below
1) Associate - Dell India (May ‘15 – Present)
I work as a Dell Resolution Expert for DTC, a premium line of business of Dell for U.S, Canada and EMEA. The key responsibilities includes:-
• Resolving technical queries of consumer with products such as laptop ,Desktop, routers, printer and other peripherals
• Providing end to end support including follow ups and active customer interaction
• Maintaining Customer satisfaction at 95% with a resolution rate of 90%
• Checking warranty entitlements and processing warranty claims accordingly
• Handle in Place all the escalations.
• Creating Dispatches for a Hardware/Software for Home Visit or depot warranty claims.
2) Quality Assurance Analyst - Teleperformance (Microsoft) (Feb ‘13 – Nov ’14)
I worked as a Quality Assurance Analyst for Microsoft Consumer and Commercial line of business. It was a worldwide queue and I was responsible for Americas, EMEA and ANZ region.
Key Deliverables
• Assessment of Quality- Auditing the assigned number of samples and sharing the analysis with the Operations team.
• Operational – Weekly Conference call with the Operations team on the Quality reports and weekly trend of the scores.
• Training- Conduct Training on Quality and Compliance for the new hires and assesses them during certification. Weekly Calibration with training team to ensure consistency.
• Reporting and feedback -Usage of Quality tools and six sigma methodologies for Classification of the defects. Creating action plan on the controllable aspects as to reduce the defects. Publishing Conformance report, Sales and Refund Analysis. Defect Analysis. I was responsible for maintaining escalation tracker across the site and share it weekly with analysis to the Operations manager and Quality manager
Hobbies- I love adventure sports a lot along with the fascination of reading books.
Work Terms
To be honest i have a full time Job however i am still looking to work in evening and during weekends for extra income.I would love to share my effort with proficiency adhering to the timelines and helping my team achieve more .
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