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HT@harshitasinghtare
Experienced process specialist focused on quality management and training.
IndiaI am a dedicated process specialist with over 8 years of experience in quality management and customer service. My journey has been marked by a commitment to optimizing processes and enhancing operational efficiency. At Infosys, I conducted comprehensive audits and trained teams on quality procedures, leading to a 15% improvement in quality metrics. My role as the main point of contact for client interactions has honed my skills in aligning business requirements with quality standards.
Previously, at Convergys, I excelled as a Customer Service Agent and later as a Senior Quality Analyst for Microsoft. I successfully enhanced customer satisfaction scores by 20% and implemented scrubbing techniques that reduced processing time by 25%. My ability to educate team members on quality and compliance has consistently resulted in improved performance and productivity. I am passionate about fostering a culture of excellence and continuous improvement in every team I work with.
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Work history, roles, and key accomplishments
Infosys
Jan 2022 - Jan 2023 (1 year)
As a Process Specialist at Infosys, I conducted comprehensive audits for chats and calls to enhance quality standards. I trained the team on quality procedures, served as the main client contact, and collaborated on audit forms, achieving a 15% improvement in quality metrics.
Convergys
Jan 2016 - Jan 2022 (6 years)
In my role as a Customer Service Agent at Convergys, I provided exceptional support across various channels, consistently exceeding performance targets and enhancing customer satisfaction through effective communication and problem resolution.
Convergys
Jan 2016 - Jan 2022 (6 years)
As a Sr. Quality Analyst, I improved customer satisfaction scores by 20% through feedback from call listening sessions. I implemented scrubbing techniques to reduce processing time by 25% and facilitated quality training sessions for team members.
Degrees, certifications, and relevant coursework
DUBachelor of Arts, English Literature
2013 - 2017
Completed English Honors, focusing on advanced studies in English literature and language, enhancing critical thinking and analytical skills.
Secondary School Certificate, General Education
2010 - 2010
Completed 10th grade from CBSE Board, acquiring foundational knowledge across various subjects.
Diploma, Office Management
Completed a Diploma in Office Management, gaining skills in administrative tasks, office organization, and management principles.
Higher Secondary Certificate, General Education
2012 - 2012
Completed 12th grade from CBSE Board, focusing on advanced subjects and preparing for higher education.
Software and tools used professionally
IndiaYou can contact Harshita Singh and 90k+ other talented remote workers on Himalayas.
Message Harshita Singh
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