Subhojit Hati

Subhojit Hati

Quality Analyst at Exl India Services Pvt. Ltd.
Lives in Dubai, United Arab Emirates
over 6 months ago

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Self Motivated Individual with quick learning capabilities.

Experience

  • Quality Analyst

    Exl India Services Pvt. Ltd. - Noida, India

    Communication
    December 2013 - May 2016

    • Audits to monitor the overall quality of the process • Provide effective coaching • Co-ordinate with Team Managers to monitor & improve associates performance • Attend calibration sessions with clients • Co-ordinate with clients to share new updates with teams • Educate teams about the changes in the process • Formulate action plans to improve the overall quality of the process • Conduct various refresher and call listening sessions • Eradicate compliance and fatal errors in a process • Conduct Training sessions on new process guidelines • Using different QC tools to ensure continuous improvement

  • Customer Care Executive

    Exl India Services Pvt. Ltd - Noida, India

    Communication
    March 2012 - November 2013

    • Attend calls to resolve customer’s queries, helping them to recover their debt & update interaction records in SAP CRM • Co-ordination with different departments regarding any queries for the customers ensuring proper resolution • Accomplishment of the goals set by the top-level management ensuring customer delight • Dealing with furious and angry customers, acknowledging their grievances and resolving it • Assisting team members in several process related queries • Ensuring customer satisfaction by following the company guidelines • Achieving team target by maintaining own scores

  • Technical Support Officer

    Convergys India Pvt. Ltd. - Gurugram, India

    Communication
    February 2010 - March 2012

    • Receiving Inbound calls related to technical issues in Mobile Phones • Maintaining Personal NPS Scores • Co-ordination with different department related to non-technical queries • Ensuring maximum level of customer satisfaction • Maintaining AHT

  • Front Office Trainee

    The Lalit Laxmi Vilas Palace - Udaipur, India

    Front Office reception
    October 2008 - March 2009

    Responsibilities • Welcoming the arriving guests • Process Guest check-outs • Extracting reports from Opera System • Day End closing & batch closure • Performing cashier related functions • Coordinating room status updates with housekeeping • Arrange for Pick up & Drop for the guests to airport or railway station • Make Wake-up calls • Delivering Newspaper to guest rooms

  • Customer Support Associate

    Bennett Coleman & Co. Ltd. - Noida, India

    Retail
    June 2006 - April 2007

    • Assisting customers in getting the right product • Maintaining the whole international section of music cd, vcd’s and audio cassettes • Understanding customer’s needs and fulfilling them in a potential manner to ensure repeat visit • Achieving the sales target as set by the higher-level management • Coordinating with other staff to build a good working environment and teamwork • Cashiering • Opening and Closing the outlet

Education

  • International Institute Of Hotel Management, Kolkata

    July 2007 - June 2010

Languages

  • English
    Full professional
    80%

Skills

  • Coaching
  • Continuous improvement
  • Customer Care
  • Front Office
  • Opera
  • Quality audit
  • Quality focus
  • Training
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