Gitika

Detail-oriented professional with over 3 years of experience in Process Training and Customer Resolution. Proven track record in mentoring teams, delivering effective training sessions, and managing complex customer interactions with empathy and a solution-oriented mindset. Adept at maintaining high standards of communication and professional etiquette in high-pressure, fast-paced environments.

Seeking to leverage my background in training delivery and process optimization for remote corporate roles.

Process Trainer - Teleperformance - Mohali

(2025-01 - 2026-05)

• Led end-to-end New Hire Training (NHT) and nesting for international blended processes, achieving high batch certification rates.
• Conducted daily call/chat audits, side-by-side coaching, and real-time feedback sessions during On-the-Job Training (OJT).
• Analyzed PKT scores and quality metrics (TNA) to design and facilitate targeted refresher training for existing agents.
• Collaborated with Quality and Operations teams to maintain updated SOPs, strict adherence to compliance, and target CSAT/FCR metrics.

Customer Resolution Specialist - Teleperformance - Mohali

(2022-09 - 2024-12)

• Handled complex customer queries across international voice and non-voice channels with a focus on First Contact Resolution (FCR).
• Maintained high CSAT scores by consistently adhering to quality, compliance, and de-escalation protocols.

Class XII - Medical - Government Model Senior Secondary School, Sector- 40 B, Chandigarh (2018 - 2019)

B.Sc. - Forensic Science - Punjabi University Patiala (2019 - 2022)

PG Diploma - Cosmetology - ILACAD Institute (2024 - 2024)