Archana Jagtap

• Managing client onboarding and requirements gathering to enhance user satisfaction.
• Addressing and resolving client escalations efficiently, ensuring seamless service experience.
• Collaborate with cross-functional teams to optimize service delivery and client engagement.
• Conduct in-depth research on applications for product development and strategy.
• Prioritize product tasks and features based on client needs and market trends.
• Documentation on product features and provided clear requirements to developers, facilitating effective implementation.
• Engaging on demos with new prospects, effectively showcasing product capabilities and understanding client requirements to tailor solutions.

Key Projects -

• Leading a process automation project, focusing on optimizing workflows across various business lines.
• Analysis on workflow automation to enhance efficiency.
• Lead management module as part of the automation initiative.

• Managed customer interactions across India and globally, acting as their advocate within organization.
• Promoted product adoption and addressed issues promptly to ensure customer satisfaction.
• Engaged in projects like Chat and Chatbots, developing onboarding best practices and providing training.
• Served as primary contact for clients, facilitating support and identifying improvement opportunities.
• Identified improvement opportunities through documentation and training to coordinate solutions.
• Researched and documented application features for developers and designers.
• Conducted demonstrations for prospective clients and directed projects, keeping teams informed of progress.
• Managed projects, keeping teams updated to foster collaboration in solution development.

Key Projects:

• Led Chat and Chatbot initiatives, researching features and implementing them in CRM.
• Delivered cross-training sessions for global clients on CRM onboarding.

• Oversaw service team across six locations in India, developing SOPs for quality control and training.
• Piloted process transitions and set targets for team leaders, motivating them to achieve goals.
• Reported to senior management on operations updates and exceptional grievances.
• Conducted case studies to analyze and bridge process gaps.
• Supervised team activities, providing praise and constructive feedback while maintaining clear communication.
• Delivered exceptional customer service to enhance business growth and customer satisfaction.
• Managed client inquiries through resolution and trained new hires on sales processes to meet targets.
• Audited work and customer service processes for improvement opportunities.

Key Projects:

• Established the service team infrastructure, including administrative setup, recruitment, and training programs.
• Introduced KRAs and KPIs while developing SOPs for operations and quality management.

• Provided CRM solutions for sales, marketing, order management, inventory management, email response management, social CRM, and customer lifecycle management.
• Conducted product demos, highlighting key features to potential clients.
• Analyzed market data to identify ideal customer segments for products.
• Assisted sales team in qualifying leads by addressing customer pain points with in-depth product knowledge.
• Engaged with leads via calls and emails, ensuring effective communication.
• Collaborated with sales and technology teams to streamline processes.
• Managed new leads from initial requirements gathering to proof of concept (POC).

• Maintained daily records of transactions and generated reports for accurate tracking.
• Managed work allocation and team development to ensure timely project completion.
• Provided support to various divisions for effective implementation of Quality Management System.
• Analyzed and presented Business Reviews to inform strategic decisions.
• Assisted senior management in planning and executing daily operations to meet key objectives.
• Utilized Pareto analysis and analytics to identify key areas for improvement, focusing efforts on most impactful factors to enhance quality and performance.

• Led team of six QA professionals across various locations, monitoring their key performance metrics.
• Oversaw processes spanning multiple lines of business, including Service, Inbound, Sales, and Collections.
• Compiled detailed data on all five processes weekly and monthly for review and client reporting.
• Assisted Operations Team Leaders and Managers in developing action plans and corrective measures for process improvements.

• Involved in documentation, audits, and monitoring statutory compliance while ensuring high service standards.
• Facilitated communication with management, teams, and associates to meet customer service requirements.
• Coordinated with quality, verification, training, HR, and technology for efficient process operations.
• Engaged with clients via emails and conference calls.
• Initiated improvements to Quality Scores through refresher training sessions.
• Mentored second-line managers and created backups for employee retention and growth.
• Regularly assessed performance and provided feedback for process enhancement.
• Implemented process improvement plans as needed.
• Fostered work environment focused on personal responsibility and continuous improvement.

• Inspire every team member to achieve their best performance.
• Coach and develop QA professionals with techniques to enhance team and process performance.
• Define the duties and responsibilities of each team member.
• Conduct daily meetings to discuss strategic measures for improving process scores.
• Analyze individual performance and motivate team members to enhance their contributions.
• Evaluate assigned projects and distribute tasks based on each member's expertise.
• Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%.

• Monitored calls and maintained internal and external reports.
• Trained new hires on product knowledge and processes.
• Analyzed reports to improve individual and process Quality (85%) and Accuracy (100%) scores, preparing defect reports as needed.
• Engaged in client interactions via emails and conference calls.
• Coached underperformed to help them improve and meet targets.

Monitored calls and rated them using call monitoring sheet.

• Maintained comprehensive quality reports.
• Ensured that set targets for call audits were met as QA.
• Provided Training Needs Identification (TNI) reports to the quality team leaders.

• Handled inbound calls while consistently achieving set targets.
• Mentored and coached new joiners through on-the-job training (OJT).
• Assisted Team Leader in creating and maintaining reports.