Shikha GoelMobile: 9212382133, 9953145189 / E-Mail: shikha.goel1987@gmail.comAddress: House No- 137 B, Extension 2C Nangloi New Delhi 110041

~ Operations Management / Training Management / Client Servicing ~

PROFESSIONAL SYNOPSIS

A result oriented professional with around 8 years’ experience in bpo industry and in matrimonial industry for customer service, Outbound sales and Telecom process in Operation, Training Management ,Client Servicing and Team Management. Presently Working with People Interactive India Private Ltd Part Of SHAADI.COM, as an Senior Centre manager and had worked with ITBL Private Ltd, and Finedge India pvt Limited Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Displayed strong & stable career in all the companies worked and being consistently promoted to higher designations. A thorough professional with a proactive attitude having proven track record in imparting training to team by using learning theories & instructional strategies.

COMPETENCY FORTE

Operations Management Framing work direction & plan for associates after assessment of their capabilities. Preparing & presenting various weekly/monthly reports pertaining to process/productivity. Setting up targets, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets

and involved in planning for the process.

Client Servicing Managing service operations for rendering and achieving quality services; providing first line

customer support by answering queries & resolving their issues, ensuring minimum TAT. Assessing the customer and client feedback, evaluating areas of improvements & providing critical

feedback to the associates on improvements and achieving higher customer satisfaction matrices.

Team Management Leading, training and monitoring performance of the team members for maintaining excellence in

operations. Determining training needs of executives and designing / conducting need based training programs

to enhance their operational efficiency leading to increased productivity. Creating and fostering a healthy environment which facilitates high performance of team members

and accomplishments of organisational goals.

Quality Compliance / Business Process Improvement Setting out quality standards for various operational areas, ensuring a high-quality customer

experience, while adhering to the work processes. Ensuring that all business strategies and models are formulated keeping in mind the revenue of the

organization and placing appropriate checks to with held any unlawful practice, to avoid penalties. Involving in creating awareness for driving the projects and process improvement strategy &

methodology, ensuring maximum operational efficiency. Overseeing that all individual teams meet all parameters and there is customer delight at all levels

including KPI”S like: Quality, Shrinkage, Attrition, Unique Documentation, productivity metrics, Customer Satisfaction Scores.

AREAS OF EXPERTISE

Operations Planning, Sales Revenue,

Process Management,Process Quality,

Client Servicing / Client Relationship Management

Team BuildingMotivational Skills

Process Enhancement

ORGANISATIONAL EXPERIENCE

People Interactive Pvt Ltd (Shaadi.com) as a Senior Centre Manager –Since Oct 12 till Date

Attainments Presently Working as a Senior Centre Manager Handling two Different site for Delhi region.

Maintaining PR relations with existing clientèle with all their developments and generating new client registrations.

Handling customer Support Desk and ensuring the resolution with in TAT.

Maintaining MIS report pertaining to sales volume and discount code.

Updated knowledge of process implementing new change for effective organizational growth.

Keeping a watch on all quality and Operational matrices and reviewing the partner on the basis of the same.

Coordinating with different departments to solve the issues and for smooth functioning of the process.

Innovating new ideas to facilitate customers for greater interest and motivating staff members.

Daily Audits of advisor’s to ensure quality and adherence, implementing plants to ensure Consistency & improve the low Performers.

Weekly review meeting with T.L in operations parameters & planning to achieve sales targets for next week.

Client management includes delivery of reports as well as sales figures

Ensure satisfactory resolution to customer queries, request and complaints.

Ensuring process is well manned as well as meeting the revenue target of sales for all the sites.

People Interactive Pvt Ltd (Shaadi.com) as a Senior Relationship Advisor –Since Feb 2010 TO Oct 2012

Attainments Worked as a Senior Relationship Advisor for in People interactive.

Creating member profiles and Short listing profiles to match requirements of the members and Contact them for right match.

Handling all type of matrimonial enquiries and daily Walk-in customer & enquires convert them into member & provide them services.

Handling Customer Issues & Grievances & Maximizing customer satisfaction.

Arranging meeting for the members and Visiting matrimonial agencies / marriage bureaus.

Browsing various sites to gather information and Handling services as well as sales function.

Maintaining and publishing the escalation reports on Query , Request and complaints of the customers.

Also taking care of Requests and Complaints made by customers/franchisees and ensuring that the same is resolved within timeline

Weekly meeting with team to discuss their achievements & mutually drawing Plan to improve weakness.

Have been Achieving Quality month after month and maintaining it.

I.T.B.L Private Limited- Domestic call center for TATA Tele services – as a Trainer & TL June 2006 to Nov 2010

Attainments Worked as a Trainer & Team Lead for Tata Tele services.

Developing the efficient training structure for all new hires.

Conducting training need analysis for effective deliverables.

Providing direction to team to abide by the client SOPs.

Designing, developing and delivering training programs and individual classes

Reviewing training materials and documentation and keep then up to date.

Used training event feedback mechanisms to make recommendations for training.

Monitoring training effectiveness in order to make improvements.

Ensuring Team development by motivating, giving feedback and training.

Taking Escalations of the agents, giving him proper product training and tell him how to handle the customer Query

Preparing and presenting daily reports to higher management as an part of bridging process.

Performing quality checks through random call barging.

Finedge India (P) Ltd as CCE

Attainments Handling inbound calls of Vodafone customer for up west and up east region. (Vodafone inbound

Process)

Solving Customer Query & give on call resolution.

Have been maintaining Quality month after month

Helping new hires on floor by giving them shadow.

SCHOLASTICS

2006 B.A Pass Delhi University, 2009

PERSONAL PROFILE

Date of Birth 11th February 1987Fathers Name Mr Ajay Goel

Sex FemaleNationality Indian

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