RESUME

Archana Dubey
Address –Sec-5, Awash Vikas Colony, Bodla Sikandra, Agra
Mob: - 8864862531,
Email – archanakr.076@gmail.com

OBJAECTIVE: -

Seeking a position to utilize my skills and abilities in the Industry that offers professional
growth while being resourceful, innovative and flexible.

EDUCATIONAL QUALIFICATION: -

 Appearing B.Ed (S.E) from UPRTOU Prayagraj (Allahabad).

 Graduation (B.Sc.) from Dr. B. R. A University Agra in year 2018.
 Intermediate (10+2) from U.P. Board in Year 2009.
 High School from Jharkhand Board in Year 2007.

WORK EXPERIENCE: -

 2 Years’ Experience in Serco as a C.S.A.

 3 Years’ Experience in Serco as a Quality Analyst.
 1 year Experience in Rural Shores as a Quality Lead.
 1 year 2 Month experience in teaching.

Responsibilities held: -

 Daily monitoring of agents as per compliance (random audits)

 Weekly team meeting with Advisors.
 Sharing feedback and checking improvement.
 Conducting calibration every week being a master calibrator
 Providing observations to reduce AHT (average handle) keeping quality in thought
 Certifications for new batches
 Taking Quality sessions for new batches
 Discussed Audit sheet parameter with advisor to achieve Quality Score and they know
about Quality sheet parameter.
 Hourly Floor visit to check Advisors concerns and provide resolution As per good well
gesture to customers.
 I have Making analysis based on customer satisfaction (TNPS), and Creating reports, Data
management, analyzing based on audited calls and other.
 Taken many initiatives to reduce fatal errors and improving quality like created few hand
held and guides call monitoring, Coaching and feedback, Live Barging, Call Calibration, Also
Done Repeat Analysis & AHT base lining.
 Provide updates to Operation and self-updated of all process changes/ process highlights,
at all times
 Organize Internal Calibrations & participate in external calibration to meet client target &
expectations.
 Process Level Recommendations, Suggestion & Raising Escalations for Client related
issues.
Other Responsibilities :-
 Annapurna Activity.
 Utsah Activity
 Weekly HR activity participation.

Hand Craft Items:-

 Diya Decoration/painting
 Candle making
 Paper Beg
 Jute begs

PERSONAL DETAIL: -

Father’s Name : Mr. Mohan Dubey

Mother’s Name : Mrs. Manju Devi
Date of Birth : 17-05-1989
Place of Birth : Jharkhand (Jamshedpur)
Nationality : Indian
Marital Status : Unmarried
Hobbies : Listening Music & Traveling

I hereby declare that all the above-mentioned information is true to the best of
my knowledge and belief.

DATE: -
PLACE –