Asmita Gulia
Winnipeg
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
5
5
years of professional experience
Work History
Quality Assurance Specialist
CanTalk
02.2023 - Current
- Assess call center agent interactions with customers over the phone
- Review recorded/live calls and ensure proper processes and procedure are followed through to call completion
- Review call center agent documentation for accuracy and completeness
- Complete evaluation form
- Provide objective and constructive coaching to call center agents to improve performance
- Provide feedback to managers regarding agent performance
- Assist in identifying methods to improve quality
- Assist with implementation of incentives
Member Service Representative (Part Time)
Planet Fitness
11.2022 - Current
- Greet members, prospective members and guests, providing exceptional customer service
- Handle all front desk related activities including:
- Answer phones in a friendly manner and assist callers with a variety of questions
- Check members into the system
- New member sign-up
- Take prospective members on tours
- Facilitate needed updates to member's accounts
- Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed
Language Service Facilitator
CanTalk
05.2022 - 02.2023
- Communicate over the phone with computer users experiencing difficulties to purchase online tickets
- Reproduce, diagnose and resolve technical online problem encountered by users
- Provide advice and training to users in response to identified difficulties
- Receiving inbound technical support calls
- Provide excellent customer support for multiple accounts in requested language
- Working with internet based software
- Identify customers' needs, clarify information, research the issue and provide solutions and/or alternatives
Quality Services associate
GoodFood
03.2022 - 04.2022
- Ensure recipes and ingredients are prepared according to proper procedures
- Confirm that quality standards are followed by employee
- Maintain records and Perform auditing
Production Employee
Goodfood
05.2020 - 03.2022
- Packing product of good quality on multi-vac
- Working in fast pace environment balancing multiple priorities
- Experienced to work with supervisor
Education
Programming and Information Technology, Computer Science
Institut Supérieur D’informatique
Montréal, Quebec02.2022
Bachelor of Science -
Kurukshetra University
07.2013
Skills
- Performance monitoring
- Analytical thinking
- Complaint resolution
- Order processing
- Typing proficiency
- Critical thinking
- Team development
- Staff education and training
- Email management
- Call center experience
- Inbound and outbound calling
- Problem resolution
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Quality Assurance Specialist
CanTalk
02.2023 - Current
Member Service Representative (Part Time)
Planet Fitness
11.2022 - Current
Language Service Facilitator
CanTalk
05.2022 - 02.2023
Quality Services associate
GoodFood
03.2022 - 04.2022
Production Employee
Goodfood
05.2020 - 03.2022
Programming and Information Technology, Computer Science
Institut Supérieur D’informatique
Bachelor of Science -
Kurukshetra University
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