Dipti More

• A result oriented professional with 10 years of experience in the Service Industry.
• Expertise in handling a diverse range of operations entailing training and Quality.
• Proven track record of developing procedures, service standards and operational policies, planning & implementing effective control measures to reduce running costs of the unit.
• Expertise in taking training programs for bringing keen customer focus, high energy level and team spirit in the employees.
• Currently working as Quality Auditor in ICICI Lombard.
• Efficiently handle multiple processes and Interact efficiently with Senior Executive Team to identify performance improvement opportunities
• Excellent written, communication, inter personal, and problem solving skills with the ability to work in multi-cultural environment. Highly trustworthy, discreet and ethical.
• Standardized approach for making strategic decisions and implementing improvements plan to ensure consistency and monitor performance.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

• ICICI LOMBARD-Customer Relationship Team (Insurance Background), 09/17/14, 12/15/23, Quality Auditor, Quality audit of call center (Inbound/Outbound/ Mail/Chat) team., Audit the call and provide detailed feedback to agents., Ensuring that new hire audits in nesting are evaluated as the agreed framework for calls and email., Counselling of New QA's who have joined the team., Participated in client call calibration., Streamlined the inbound process by regular feedback basis and the call listening session., Identifying quality parameters to be focused based on monthly quality repots and ensuring timely feedback to be given to operations, Plan and execution to reduce financial loss, Preparing RCA for all the escalation which as received by MD and Online mode(twitter/Facebook)., Training Manager, Handel Training for CRT Service., Conducted new Product Launch Training., Fully responsible for preventive and corrective actions, root cause analysis for MD escalation cases, Manage performance for Quality Auditors, Identifying quality parameters to be focused based on monthly quality repots and ensuring timely feedback to be given to operations, Creating training and quality document and other process related SOPs in alignment with operational needs, Conducting process training for new hired batches, Undertaken classroom training with an average through put of 85%, Conducting daily dip checks based on process update, Suggesting and implementing changes to the training modules and plans, Conducted Refresher Training for defaulter., Priority Desk (Escalation Department), A professional in charge of resolving and dealing with customer escalation while maintaining an excellent relationship with customer., Identifying analyzing and initiating the escalation process in an organisation based on the escalation criteria specified by the organisation, Linking the escalation task with incident problem records, identifying suitable service provider contact, and finding the appropriate customer manager service qualified for the task., CRM (Customer Relationship Manager), Create positive relationship with new clients to help build the customer base., Monitor and maintain customer satisfaction rating.
• State street Syntel PVT Ltd (International Stockholder company), 04/30/12, 02/14/14, Associate, Handle RGL (Withdrawal of share process) for US Client, Handle Email query of Client., Handel Escalation desk for customer compliant.

• Date of Birth: 08/21/91
• Gender: Female
• Nationality: Indian
• Marital Status: Married