Vaishnavi Acharya — Project Manager

As a dedicated PCS & QA Analyst, I possess a unique blend of technical expertise and interpersonal skills, allowing me to excel in analyzing negative responses from post-call surveys, conducting meetings with internal and external clients, coaching agents, and auditing calls. My experience includes evaluating overall PCS, NR, and QA reports, creating detailed reports and PPTs, and creating action plans based on negative survey impacts. I have also assisted international customers with Bell products and email campaign issues, taking remote control of users'machines, troubleshooting desktop issues, and unlocking/resetting passwords for users. Professional Experience: PCS & QA Analyst (Customer Experience Team), CGI Inc. | Bangalore | 07/2021 – present At CGI, I analyze negative responses from post-call surveys, create detailed reports and PPTs, conduct meetings with internal clients, and conduct weekly meetings with external clients for approval of analysis reports. I also conduct meetings with agents based on the negative survey impact and create action plans based on negative survey impacts. Additionally, I evaluate overall PCS, NR, and QA reports of the team, coach agents for their errors based on negative analysis, audit calls of agents, evaluate tickets submitted by agents, and conduct 1 on 1 feedback meetings with agents based on their quality performances. I also conduct meetings with clients for the ticket automation process and perform certification calls for new members, and conduct calibration meetings with external clients with audited calls on a monthly basis. Support Engineer | July 2021 - July 2022 As a Support Engineer, I assisted international customers with Bell products using phone and chat support. I took remote control of the user's machines and troubleshooted desktop issues, outlook configuration issues, assisted with application installation and configuration, and unlocked/reset passwords for user accounts and applications. Junior Administrator, Diya Systems Pvt. Ltd. | Mangalore | 06/2018 – 06/2021 As a Junior Administrator, I assisted international customers with email campaign issues using chat support. I created email campaign designs for new customers. Conclusion: With my extensive experience in PCS & QA analysis, support engineering, and junior administration, I am confident in my ability to deliver high-quality work to your organization. My technical expertise, combined with my interpersonal skills, will make me an asset to any team. Thank you for considering my profile, and I look forward to working with you.

Stackforce AI infers this person is a Customer Experience and Quality Assurance specialist with strong technical support capabilities.

Location: Mangaluru, Karnataka, India

Experience: 7 yrs 6 mos