SUNITA SHRESTHA
lalitpur,Nepal
Summary
Call Quality professional supporting the standards and coaching discipline needed for Senior Call Quality Analyst work. Reviews customer and sales calls, documents performance gaps, and uses Google Sheets and reporting tools to prepare review notes and improvement actions. Strengthens consistency through script updates, complaint analysis, and feedback that helps agents improve call handling.
Overview
4
4
Languages
8
8
years of professional experience
Work History
Call Quality Analyst & Trainer
Customer Umbrella
06.2023 - Current
- Reviewed 90+ customer calls weekly for quality standards, delivery consistency, and guideline adherence.
- Evaluate call performance and identify specific improvement areas in customer service delivery.
- Train new employees and deliver regular team sessions to reinforce quality expectations across shifts.
- Create and update call scripts and guidelines to support consistent messaging during customer interactions.
- Review customer feedback and complaint trends to recommend targeted service improvements.
- Prepare performance reports, support sales-call coaching, and resolve daily employee questions promptly.
Customer Service Agent
Customer Umbrella
11.2022 - 06.2023
- Reviewed 90to120 customer calls weekly to support quality standards and service consistency.
- Managed product inquiries, feedback, and complaints with calm, tailored responses that supported customer satisfaction.
- Processed order requests quickly and responded promptly to enquiries to keep service moving efficiently.
- Answered daily customer product questions and provided practical guidance that improved issue resolution.
- Maintained strong customer relationships through helpful follow-up communication and friendly, reliable service.
Food and Beverage Agent
Vivanta
12.2021 - 07.2022
- Welcomed guests warmly, assessed dining needs, and adapted service to match expectations.
- Coordinated with kitchen staff and teammates to keep orders moving smoothly during service.
- Resolved complaints professionally, delivering practical solutions while maintaining courteous communication.
- Maintained cleanliness, table presentation, hygiene, and dining-area organization throughout each shift.
- Worked efficiently during busy hours, kept accuracy under pressure, and supported teammates as needed.
Food And Beverage Intern
Dubai World Trade Centre
11.2019 - 03.2020
- Addressed guest concerns during service to support a positive dining experience and consistent hospitality.
- Prepared dining areas before service by arranging tables and adding decorations to create an inviting setting.
- Organized and replenished silverware, linens, and condiments to keep the dining area ready for guests.
Food And Beverage Intern
Conrad Bengaluru
07.2018 - 01.2019
- Welcomed guests and arranged seating to keep table flow efficient and service organized.
- Set dining areas by preparing tables and service stations for timely meal service.
- Maintained dining and service hygiene through neat organization and routine cleanliness checks.
Education
Bachelor of Science - Hospitality Management (BHM)
Academy of Culinary Arts and Hospitality Management
Lalitpur+2 Higher Secondary Education Board -
United Academy
School Leaving Certificate (SLC) -
Modern Graded English School
Skills
Call quality assurance
Customer feedback analysis
Call script development
Quality standards monitoring
Complaint trend reporting
Customer service
Team leadership and control
Spreadsheet management
Presentations
Performance coaching
Timeline
Call Quality Analyst & Trainer
Customer Umbrella
06.2023 - Current
Customer Service Agent
Customer Umbrella
11.2022 - 06.2023
Food and Beverage Agent
Vivanta
12.2021 - 07.2022
Food And Beverage Intern
Dubai World Trade Centre
11.2019 - 03.2020
Food And Beverage Intern
Conrad Bengaluru
07.2018 - 01.2019
Bachelor of Science - Hospitality Management (BHM)
Academy of Culinary Arts and Hospitality Management
+2 Higher Secondary Education Board -
United Academy
School Leaving Certificate (SLC) -
Modern Graded English School
Languages
Professional English
Native Nepali
Professional Hindi
Conversational French
Custom
- Trendafil, Dimitrov, HR Manager, Customer Umbrella
- Lomash, Karki, Director - HR, Vivanta
- Sudhir, Tiwari, Executive Trainer, Dubai WTC
- Dhruvank, Charan, Learning & Development,Conrad Bengaluru