ASHISH KUMAR RANJAN
Bangalore
Summary
To take a challenging role for understanding business change needs, assessing the impact of those changes, analyzing and documenting requirements and then supporting the communication and delivery of those requirements with relevant parties. Skilled in data analysis and problem-solving, strive to contribute strong analytical skills and drive for efficiency to support the organization's growth.
Overview
12
12
years of professional experience
Work History
Associate Business Analyst
First Advantage GOC
01.2022 - Current
- Organized daily tasks for better efficiency and use of resources.
- Performed analysis to identify areas of improvement.
- Collaborated with stakeholders to define project objectives and criteria.
- Applied problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- PA site setup
- Identify areas of improvement by reviewing and test PA setups.
- Worked closely with Project Manager for Client migration project (DA to PA)
- Ticket assignment and management
- Understanding specifications provided by client.
- Learned new skill and tools.
Senior Operations Analyst
First Advantage GOC
06.2014 - 12.2021
- Working for criminal background verifications team
- Preparing MOM and training SOP
- Preparing and publishing report to management on daily queue status across all projects.
- Reviewed process failures and determined root causes.
Senior Process Associate
Accenture Services Private Limited
06.2013 - 05.2014
- Worked for the complaints team handling customer complaints and escalations
- Providing timely resolution
- Ensuring IPH (items per hour) are maintained at a constant level
- Additional responsibilities included handling the escalations, managing a team of Level 1 advisors.
E Service Associate
Powertech Call Center LLP
08.2012 - 05.2013
- Worked for an email support which included responsibilities such as replying to customer emails within the provided SLA
- Assisting customers in managing their gaming account on iOS and android platform
- Troubleshooting the issues related to gameplay, achievements, in-app purchases and high value third party offers
- Resolving issues related to the customer’s account and ensuring that the customer is satisfied with the outcome
- Play an active role in the team meetings and providing necessary updates
- Additional responsibilities included handling the escalations, managing a team of Level 1 advisors.
Technical Support Engineer
Concentrix BPO Pvt. Ltd
11.2011 - 04.2012
- Worked for the voice support which included responsibilities such as troubleshooting technical issues related to software installation and usage
- Assisting customers in upgrading the software and transfer of money
- Additional responsibilities included handling escalation calls.
Education
Bachelor of Computer Applications -
Radha Govind University
Ramgarh2022
Higher Secondary - undefined
Schooling, NIOS
Patna, Bihar2008
Senior Secondary Schooling -
May Flower School, CBSE
Patna, Bihar2003
Skills
- Improving Client Satisfaction
- Data and Analytics
- Jira
- OneDesk
- Profile Advantage
- Enterprise Advantage
- CustX
- MS-Word
- Excel
- Ticket management
Strengths
- Analytical thinking
- Problem-solving
- Critical thinking
- Communication skills
- Attention to detail
- Teamwork
- Data analysis
Additional Information
- Won the 5 star challenge at go-live.
- Accenture Summit Award (Numero Uno) October FY’13 and January FY’14 for best performance on targets/metrics, ownership and delivery against significant challenges.
- Change Agent award in Dec’18 and Accountable and Empowered award in Dec’19 for demonstrating the organizational values
- Successfully migrated clients from Direct Advantage to Profile Advantage
Hobbies
- Exploring distant lands
- Capturing moments
- Getting lost in good books
- Feeling the music
- Badminton
Languages
English
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If only we’d stop trying to be happy we’d have a pretty good time.
Edith Wharton
Timeline
Associate Business Analyst
First Advantage GOC
01.2022 - Current
Senior Operations Analyst
First Advantage GOC
06.2014 - 12.2021
Senior Process Associate
Accenture Services Private Limited
06.2013 - 05.2014
E Service Associate
Powertech Call Center LLP
08.2012 - 05.2013
Technical Support Engineer
Concentrix BPO Pvt. Ltd
11.2011 - 04.2012
Bachelor of Computer Applications -
Radha Govind University
Higher Secondary - undefined
Schooling, NIOS
Senior Secondary Schooling -
May Flower School, CBSE
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