Aisha Yadav has over 10 years of experience in customer service roles. She has worked as a Customer Service Representative, Call Centre Representative, Quality Team Leader, and Recruiter. In her current role as Back Office Team at Spacestem Pvt Ltd since April 2016, she works verifying prescriptions received in their UK office on behalf of Church Pharmacy. She has strong communication, organization, and computer skills developed through her work experience in roles requiring interaction with customers in the US through phone calls.

1. Curriculum vitae
PERSONAL INFORMATION Aisha Yadav
Pod lipa 8, 02-796 Warsaw (Poland)
(+48)729363292
aisha16021982@gmail.com
WORK EXPERIENCE
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04/12/2005 Customer Service Representative
E-Tech. PVT., Gandhinagar (India)
Calling client in USA (Sales process).
Handling incoming calls and solving customer queries.
08/2007–02/2008 Call Centre Representative
C-METRIC PVT LTD, Gandhinagar (India)
Preparing Case Study for Customers who did not pay their mortgage loan.
Calling the last seen location of the loan defaulter and sending data to client.

2. EDUCATION AND TRAINING
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26/08/2008–06/11/2015 Quality Team Leader
MEDNAUTIX OUTSOURCING PVT. LTD., Ahmedabad (India)
Joined and worked as a CSR (customer service representative) from 2008 to 2012.
Job responsibilities are:
Calling US hospital and clinics to collect medical records
Following up on cases pending for medical records
Promoted to Quality Executive from 2012 to 2014.
Job responsibilities are:
Call Quality, Monitoring, Barging and Calibration.
Preparing reports and Formats for Quality
Maintaining the QC tracking reports.
Product Trainer from March 2013 to August 2014.
Job responsibilities are:
Have trained 200+ agents.
Introduction of company.
Training new joiners on Records Retrieval process.
Providing Initial Training to new joiners and certifying them to move on floor and join OJT.
Maintaining progress data.
Promoted as Quality Team Leader in August 2014.
Job responsibilities are:
Making progress reports on monitored Team.
Providing Coaching to Quality Team based on weekly performance/KPI for improvement and when
required.
Preparing weekly and monthly reports like Team KPI for all Quality, Team Production & Progress
report and sending to Sr. Manager.
Interacting with client in USA when required related to Quality Improvement.
Team Handling.
Analysing the data on monitoring and provide feedback to Quality executive Calling Agents whenever
needed.
07/11/2015–30/04/2016 Worked from home on contact as recruiter.
Self Employed, Ahmedabad (India)
Using job portals to screen candidates. Making and attending incoming calls Screening resumes/CV
from USA job portals to hire local MRT (Medical records Technician) MRRC (Medical Records
Remote Caller) for all locations in USA for HEDIS Project
06/04/2016–30/09/2016 Back Office Team
SPACESTEM PVT LTD., Ahmedabad (India)
Worked at India location as legal checker and call outer for verification of prescriptions received in our
UK office on behalf on Church Pharmacy.

3. Curriculum vitae
PERSONAL SKILLS
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(India)
Professional Certifications:
Lean Six Sigma Yellow Belt
100% MRA Certification (Medical Records Associate)
Best Call Certificate
Education:
(HSC – Commerce)
(Perusing Graduation)
Mother tongue(s) hindi
Other language(s) UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production
English C1 B2 C1 C1 B2
Levels:A1 andA2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages
Communication skills Excellent written and verbal communication skills.
Confident and professional speaking abilities (and experience)
Good listener and persuasive speaker.
Speaking in public, to groups, or via electronic media.
Excellent presentation and negotiation skills.
Organisational / managerial skills Creating and keeping deadlines.
Goal setting and meeting goals.
Decision making Managing appointments.
Team management (of 10).
Making schedules.
Teamwork.
Team leadership.
Multitasking.
Strategic thinking.

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Job-related skills Proficient computer literacy proven through work experience
Competent knowledge of Microsoft Office ( Word, Excel, and Power Point).
Exceptional leadership skills developed through work experience in [Calling customer, product training
to new employees, team handling of 10].
Flexible team player who prospers in a fast-paced work environment based on past experience
[balancing work in odd hours, a busy office, etc.]
Digital competence SELF-ASSESSMENT
Information
processing
Communication
Content
creation
Safety
Problem
solving
Independent user Independent user Basic user Independent user Basic user
Digital competences - Self-assessment grid