Diksha Chandel
@dikshachandel
I lead BPO operations, quality, and client delivery for US bank reconciliation processes.
IndiaWhat I'm looking for
I've progressed at 31 Parallel BPO Pvt. Ltd. from Associate and Quality Analyst to Team Leader, Assistant Manager, and Deputy Manager, supporting US bank reconciliation operations.
In my Deputy Manager role, I manage QBSS operations, prepare MIS reports for audits and calibrations, oversee process quality, and work directly with clients through email and telephone. I've also led Restaurant BR and Grocery BR operations, managing allocations, production reporting, rosters, coaching, training, and issue resolution.
I've led teams of more than 70 agents, delivered feedback and call calibrations, reviewed loan files, and supported sales, AHT, CSAT, and quality targets across mortgage underwriting, circulation, and reconciliation processes.
Experience
Work history, roles, and key accomplishments
Assistant Manager
31 Parallel
May 2023 - Present (3 years 3 months)
Managed Restaurant BR and Grocery BR operations for the US Bank Reconciliation process, overseeing team performance, preparing production reports, and conducting client reviews.
Team Leader
31 Parallel
Jan 2023 - Present (3 years 7 months)
Led the HT Circulation process, managing team performance, meeting sales and AHT targets, and preparing daily production reports.
Quality Analyst
31 Parallel
Apr 2019 - Present (7 years 4 months)
Prepared bank reconciliations for US restaurants, accessed servers for data, and made quality reports while providing feedback and training.
Deputy Manager
31 Parallel
Jul 2024 - Mar 2025 (8 months)
Managed QBSS operations for the US Bank Reconciliation process, ensuring timely completion, preparing MIS reports for audits, and conducting client calibrations.
Education
Degrees, certifications, and relevant coursework
Evening College, Shimla
Master of Commerce, Commerce
Completed Master of Commerce from Evening College, Shimla in 2018.
BYTE Institute Ramsher
Diploma, Computer Application
2015 - 2016
Completed a Diploma in Computer Application from BYTE Institute Ramsher from 2015 to 2016.
Rajiv Gandhi Degree College, Shimla
Bachelor of Commerce, Commerce
Completed Bachelor of Commerce from Rajiv Gandhi Degree College, Shimla in 2016.
GGSSS Theog
Higher Secondary Certificate, General
Completed higher secondary education from GGSSS Theog in 2013.
GGSSS Theog
Secondary School Certificate, General
Completed secondary education from GGSSS Theog in 2011.
IHM Kufri Shimla
Diploma, Food and Beverage
Completed two-month and six-month diplomas in Food and Beverage from IHM Kufri Shimla.
Availability
Location
IndiaAuthorized to work in
Job categories
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