Shelly Kashyap Gill
Experience
Total work experience of over Seven years .
• Over four years experience in IT education sector
• Over 3 yrs of experience in ITES and BPO sector
Currently working as Part Time Call Center Trainer with Hero Mindmine, Faridabad Center Since Jan 2007.
March 2005 – April 2006 Bizsource International BPO New Delhi
Working as Process Trainer for outbound Mortgage Process
Work responsibilities include
Training new joinees as per the process requirement. Am also involved providing training to new agents as well the existing agents in the following areas: BPO overview, Cultural sensitization, stress management, soft skills training. I am also actively involved in IP(intellectual property) building.
July2002 – Feb 2005 Wipro Spectramind New Delhi
Inbound Process (Billing)
• Worked as senior associate
• Work responsibilities include:
• Taking process calls ensuring maximum Member satisfaction maintaining Process targets of Quality, Calls and AHT
• Mentoring and Training new agents on the production floor
• Meeting process targets as per SLA’s
Jan 2002 - July 2002 Wipro Spectramind New Delhi
Outbound Process
Worked as Associate and Verifying agent
Work Responsibilities Included
• Taking calls with maintaining SPH of .3
• Verifying and validating sales of the team to be forwarded to the Client as actual sales.
• Maintained team’s reports like attendance, SPH percentage
Achievements:
• Was amongst the first agents to hit the floor and maintained target SPH as .3 as required by the process
•Was the first verifying agent amongst the new agents (prior to me there were two senior verifying agents)
• Awarded Extra mileage certificate for handling extra responsibilities of the process efficiently other than my basic profile
Academic Education
• 1990 X Karnataka Board 1st Division
• 1992 XII CBSE Board 2nd Division
• 1995 B.Com Delhi University 3rd Division
Technical Education
• 1996 2 Years diploma in interior designing from South Delhi Polytechnic with First Division.
• 1998 2 Years diploma in computers from NIIT
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