Management Trainee - Genpact - Gurgaon, IN
(2023-06 - 2026-04)
- Managing a team of 11 members and monitoring their portfolios and guiding them to achieve their individual targets.
- Compiling data of all the team members for weekly calibration with the client.
- Managing the portfolio for all the team members for AR size of 50 million.
- Presenting the team data to the client on weekly and monthly basis including the different files like Top200 file, SPD file, risk file, dunning file, top cash file and rental plus service invoices file.
- To ensure reduce open cash by less than 5% and account receivables current ratio above 90% every month.
- Managing the team's audit score on a weekly basis to present data to the clients. Also, guiding the team to achieve the audit scores up to 90% and above.
- Developing corporate objectives, strategies, and goals, collaborating with Senior Managers and AVP on establishment of quality metrics, as well as strategizing with cross-functional teams like Sales, Master data team, Cash application, CMA & Deduction team for corrective actions.
- Ensure customer satisfaction by ensuring quick resolution of customer issues within specified TAT.
- Represent the organization in front of legal/ statutory bodies as required by the legal team and ensure that the collection team adheres to the legal guidelines provided by the law in force.
Quality Analyst - IGT Solutions - Gurgaon, IN
(2020-01 - 2023-03)
- Evaluated chats and calls.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Conducted root cause analysis to investigate the source of problems in production process.
- Prepared and conducted documented coaching sessions with each associate, aligned to quality model, to continuously improve quality and performance.
- Conducted call listening, aligned to quality model requirements for your team to identify opportunity for recognition and development.
- Escalated calls in accordance with process and procedure, taking ownership and resolving as appropriate.
- Responsible to maintain the agents KPIs to insure best customer services.
- Provided test results and audits to the management.
- Participated in Calibrations.
- Knowledge/process check for TL/Agent.
Process Associate - Fare portal - Gurgaon, IN
(2018-12 - 2019-07)
- Provided customers with detailed information about travel destinations and packages.
- Developed customized travel plans to meet customer needs and preferences.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Resolved any issues related to travel plans and services.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Tracked customer satisfaction ratings through surveys and feedback forms.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Leveraged travel booking system to process travel requests, update client information and print final documents.
- Maintained KRA's
- Maintained performance in high pressure situation.
Process Associate - IGT Solutions - Gurgaon, IN
(2017-05 - 2018-11)
- Universally trained Inbound agent in KLM process
- Worked on the ancillary service (Paid seat selection, baggage, upgradation to business class.)
- Last minute changes, upgradation from economy to business or premium economy when traveller is at airport.
- Helped customers with the UNMR's and the procedures.
