Gill - Customer Service Professional - Delhi, India

Monica Gill

Delhi, India


Customer Service Professional

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


• An astute professional with nearly 11 years of experience in:
Training & Development Operations Management Quality Management
Performance Analysis Back Office Operations Query Resolution
Customer Service CRM Development KPI Automation
• Adept in identifying training needs across levels through mapping of skills required for different roles and formulating programs accordingly
• Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs & managing cost-effective operations
• Expertise in mapping business requirements and coordinating development and implementing processes in line with the pre-set guidelines
• Proactive in assessing the training and development needs and effectively aligning programs / interventions with business objectives
• Recognized for motivating, and inspiring internal customers to provide superior integrated business solutions
• An effective communicator with excellent analytical, team management and negotiation skills
• Working on Net Promoter Score to track promoters and detractors, producing a clear measure of an organization's performance through its customers' eyes.

Work History

General Manager - Customer Care Operations

From December 2012

• Accountable for maximizing customer satisfaction by resolving queries online via inbound and outbound process (Outbound includes Telesales, Refunds, Handling SHOP IRCTC Customer Care Complete Ops, Third party interactions, Warehouse Management, Courier Management)
• Solving escalations within stipulated TAT
• Responsible for hiring and recruiting employees
• Preparing strategies for customer delight for better responses
• Heading and managing training and quality team to ensure the achievement of strategic objectives
• Examining individual and team performance against agreed key performance indicators (KPI's)
• Developed complete CSA for Customer query handling, SOP for E commerce Customer care Ops with inclusion of KPI
• Taken Training and quality process for Inbound and Outbound team to next level with a view to reduce Cost
• Social Media Query Resolution (Face book, Consumer forums, Twitter)
• Chargeback Management

• Played a key role in CRM Development, negotiated with vendors and ensured first call resolution & customer
• Skilfully developed CRM for calculating appraisal for inbound
• Deftly transitioned Inbound Centre into a Revenue Centre, Content & SOP Development
• Over achieved target for Incomplete Order Sales Conversion
• Awarded as Employee of the Year in 2012

Senior Manager, Quality

July 2012 - December 2012

As a Quality Head-Customer care operations, developed culture of continuous improvement within operations by making Quality SOP for Customer Care Operations
Conducted training on Quality tools to operations teams
Lead Lean initiatives and deliver improvement solutions
Validate and further develop the business process management within aligned operations area
Capture, Validate small scale improvement ideas
Build a Continuous Improvement Culture
Identify and lead high impact projects involving multiple stakeholders

Senior Manager

March 2011 - July 2012

• Started Quality Department in Snap deal (Customer care Ops for Inbound, Outbound)
• Hiring and Training of QA's and CC team for Ecommerce
• Developed Quality SOP, Code of Conduct and Zero Tolerance for Snap deal
• Prepared appraisal process and performance management for Quality team
• Developed Quality Compendium for All the teams in order to meet Organizational goals and objectives
• Ensuring Quality certifications Monitoring Models, QMS, Compliance Frameworks, VOC & Lean Six Sigma. as Senior Manager
• Handled team of 100+ task force for customer care ops with focus on achieving maximum FC (First call resolution).
• Managed complaints, escalations with respect to specified timelines
• Developed policies and processes to respond to customer queries
• Ensuring adherence of Quality parameters and timely feedback to executives
• Responsible for implementing new initiatives to ensure Process excellence

• Conducted training on Improving Customer Service Skills, How to Handle Difficult Customers, The Power of Listening, Effective Communication for Employees, Team Building, Fish Bone Analysis for Process Improvement
• Introduced new training modules on How to Reduce AHT, Reduce Call Flow by Minimizing Leakages (For TL and above ), Voice of Customers: Finding Out Why Customers Love You
• Led the training batch of maximum 50 team members

Manager -Training and Quality

Effort BPO Ltd

October 2008 - March 2011

• Imparted product and process training along with the quality assurance of entire inbound and outbound processes
• Looked after overall 50+ processes (inbound/outbound)
• Implemented training and quality processes and policies in accordance to client
• Accountable for training and quality of 21 trainers across Delhi & Mumbai and handled 40 Quality Assurance Analysts with 2 Assistant Managers
• Responsible for recruiting Lead Trainers and Quality Executives
• Prepared SOP's for the process related to training and quality
• * Please include: Content, SOP and module development, training Manuals

• Conducted trainings on Collections Management, How to do effective sales, Motivational Trainings, Effective Communication, Excel Training, How to make Effective Presentations, Email Writing skills, Conflict Management, FBT on How to become Effective Collector, Credit Counselling, Process Trainings, Insurance, Call Quality, Converting TNI's to Productivity
• Started Gurukul for training basis vintage of processes and employees, Productivity Analysis, Developing people, How to provide professional service to customers, Workshops on Importance of Quality in a BPO, Coaching for Performance ( Showed Improvement in Bottom Performance and hence reduced attrition)

Location as Quality Manager

HDFC Bank Ltd

January 2008 - October 2008

• Functioned as Sales Quality Manager was responsible for Quality Sales of Credit Cards from the Tele Sales Channel of Entire North Region
• Responsible for regular training & motivation of TSE's and SM's for increment of approval rate in cards sales
• Involved in the process of Sharing Quality Metrics with HBL and ADFC team members

• Conducted training on How to do increased Quality Sales
• Managed the batch of Field Trainings: 50+, Classroom Batches 30
• Imparted Trainings on Code of conduct, How to increase sales, Developing Customer relations, Quality Measures on Approving Credit card applications, Communication Skills, How to be an effective communicator


Citigroup Global Services

September 2005 - January 2008

Senior Quality Analyst

• Received certification for Collections Management in 2006

Gurgaon as Customer Care and Query Resolution

Correspondence Department

April 2003 - May 2005

Executive for Credit Cards

Qualifications & Certifications

Human Resource Management

ICFAI, Hyderabad


Hansraj College, Delhi University


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