ARTI SHARMA

C-6/31 A, Keshav Puram, Lawrence Road Delhi-110035.

+91 9953548068, 9811642590; rtsharma0608@gmail.com

OBJECTIVE
Seeking a challenging opportunity in a reputed organization to complement my
skills and contribute in the most effective manner in the field of
Banking/Insurance/Telecom/IT/ ITES/BPO

PROFILE
• Dynamic & result oriented individual with knowledge in Service Excellence,
Customer Support. Worked with Serco Pvt. Ltd as Customer Care
Executive for 9 Months.
• Experience as a Quality Analyst in Calls Auditing developing and ensuring
Client/customer satisfaction by maintaining excellent Turnaround Time
(TAT) for delivery & service quality norms. Worked with Serco Pvt. Ltd. as
Process Associate for 12 months.
• Excellent temperament to multi-task and coordinate various activities under
high pressure & time constraints. Focus on high quality output. Working with
Hyper Quality as Quality Consultant for 14 months.
• Self motivated and goal-oriented with a high degree of flexibility, creativity,
resourcefulness, commitment and optimism.

PROFESSIONAL EXPERIENCE
HYPERQUALITY/MK Pvt. Ltd. June
2016 – Till Date

Quality Anyalyst

• HyperQuality India Pvt Ltd, Gurgaon, HR.

• Evaluated prerecorded inbound and outbound calls of agents.
• Follow call flow manual of the process and co-operate with seniors about work
process.
• Monitored each & every point of the conversation between agent and customer.
• Marked each & every attribute properly so to get an accurate quality score of
agents.
• Point out the improvement areas of agents with explanations on defects by
writing a feedback.
• Take part in calibration with client and shared improvement and deterioration of
agents.
• Completed monthly target on time with an error free productivity to maximize
client satisfaction level.

SERCO Pvt. Ltd. March

2015 – March 2016

Quality Anylist
• Serco Pvt. Ltd. Gurgaon.
• Audited outbound calls for clients.
• Understanding and taking care of client’s request and process cases as directed
by client.
• Follow SOP (Standard Operation Procedure) manual and co-operate with seniors
about work process.
• Reply to client if there is any error or incomplete information of their request.
• Maintained proper record of client/customers and forwarded to superior on
schedule time basis.
• Working overtime to complete special projects and delivery an error free
productivity.
• Monitored overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize client/customer satisfaction level.
• Ensured that each client /customer receives outstanding service by providing a
friendly environment, maintaining solid process knowledge.
• Adhered to the roster, break, login times and worked towards improving the
efficiency in work
Serco Pvt. Ltd. May 2014–
March 2015

Customer Care Executive

• Serco Pvt. Ltd. Gurgaon.

• Handled outbound calls for customer's regarding the appointment with the MET
Life Executives.
• Monitored overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
• Ensured that each customer understand the purpose of the meeting provided by
MET LIFE outstanding service by providing a friendly environment, maintaining
solid product knowledge and all other aspects of customer service.
• Adhered to the Standard Operation Procedure manual and worked towards
improving the efficiency in work.

EDUCATIONAL CREDENTIALS

Completed B.COM 2004

Delhi University (Correspondence)

Intermediate, 1999
Sarvodya Kanya Vidyalaya , Lawrence Road, No.-2, Delhi.

High School, 1997

Sarvodya Kanya Keshav Puram ‘A’ Block, Delhi.

Technical Skills
MS Office and Internet Applications.
SIX Sigma Green Belt.

Date of Birth: 28th June December 1981

Languages Knows: English, Hindi and Punjabi
Hobbies: Watching Movies, Listening to music
Reference: Available on request