Sonam Singh
Contact No.: +91 9205957268
E-Mail: sonamsingh.16sept@gmail.com
PROFILE SUMMARY
Dedicated analyst with exceptional problem-solving ability and critical thinking skills.Ambitious and self-
motivated professional with 6+ years of experience into Travel Industry as a Quality Analyst, Trainer and an
executive with proven ability to build strong relationships at all levels of the business through my customer
focus, and problem-solving approach. I identify and analyze the business needs to ensure the seamless and
smooth flow of deliverables within the defined timelines.
ORGANIZATIONAL EXPERIENCE
MakeMyTrip (Travel Company)
MakeMyTrip Founded by Deep Kalra in the year 2000, MakeMyTrip began its journey by serving the US-India
travel market with best-value products & services, powered by robust technology and round-the-clock customer
support.Nurtured from the seed of a single idea ‘to empower the traveller with easy & instant travel bookings
providing comprehensive choices’, MakeMyTrip is a pioneer in India’s online travel space.
Designation: Quality Analyst (HRO model)
Process Name: Go-MMT
Duration: July 2023 – Till Now
Key Responsibilities:
• Quality control
• Process improvement
• Regulatory compliance
• Releasing TNI & BQM
• Conduct/Participate in Calibrations
• Accountable to increase CSAT and do DSAT scrubbing
• Sharing feedback to the advisors
iEnergizer (Business Process Excellence)
iEnergizer founded in the year 2000, believe in business process excellence. Developing and transforming
customer data that serves the entire customer lifecycle is our niche and iEnergizer take pride in bringing
unparalleled expertise through their team of 17,000+ professionals across 9 delivery centers, worldwide.
iEnergizer focus primarily on Customer Experience (CX) which is why the staff and customer retention rates are
among the highest in the industry.
Designation: Quality Analyst
Process Name: Go-MMT
Duration: Oct 2021 – May 2023
Key Responsibilities:
• Sharing feedback to the advisors
• Releasing TNI & BQM
• Conduct/Participate in Calibrations
• Accountable to increase CSAT and do DSAT scrubbing
• Take preventive action to reduce the agent errors and improve process quality
iEnergizer (Business Process Excellence)
Designation: Customer Service Executive
Process Name: Make My Trip
Duration: March 2018 – October 2021
Key Responsibilities:
• Resolve customer’s queries and process their request
• Exceptional customer experience
• Handle customer’s complaints and provide alternatives and solutions to ensure resolution of complaints
• Provide accurate, valid, and complete information by using the right methods/tools.
SKILLSETS
• Core Specialties Include: Client Management, Customer Focus Approach, Ability to gather information;
identify and analyze, Proficient at MS Word & Excel
• Virtues: A highly-motivated, deadline-committed, goal-driven individual with mentoring & facilitation
skills
• Attainment: Launched a new Campaign which is called Maker-Checker: This is a dual-control system. The
“maker” is responsible for creating and initiating transactions or financial entries, while the “checker” is
responsible for verifying and approving these transactions.
HOBBIES
• Travel
• Dance
• Music
ACADEMICS
Year Qualification Board/University State
2017 B.COM DDU UP
2013 12th UP Board UP
2011 10th UP Board UP
PERSONAL DETAILS
Name : Sonam Singh
Gender : Female
Marital Status : Marride
Nationality : Indian
Residence : H-167 DDA Flats, Badarpur, New Delhi - 110044
Native Place : Parasia buzurg, Maharajgunj - 273155
Languages Known : English and Hindi
I hereby declare that the above information is true to the best of my knowledge.
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