Sudesh Jindal

Sr Quality and Training @Battery Smart

Gurugram, IN

Team Lead Quality and Training Customer Service and Sales Established and led the Quality and Training Department for customer service. Developed and implemented comprehensive training programs for customer service representatives, resulting in a 20% increase in overall customer satisfaction scores. Conducted regular quality assessments and audits of customer interactions, providing actionable feedback to improve agent performance. Collaborated with cross-functional teams to identify process gaps and develop solutions to enhance the customer experience. Implemented innovative quality monitoring tools and systems to streamline the evaluation process and track progress over time. Provided one-on-one coaching and mentoring to customer service agents to improve soft skills, product knowledge. Produced detailed reports and analysis on quality and training metrics, presenting findings to senior management to inform strategic decision-making. Managed the operation floor in the absence of the Ops Sups.

Rajasthan Technical University

Bachelor of Technology - BTech