Archana Mallick
SME , BP0
Hyderabad
Summary
Experienced and results-driven Subject Matter Expert (SME) focused on achieving success through operational, quality, safety, and administrative improvements. Passionate about driving positive change and optimizing processes for organizational success. Proven track record of delivering impactful results in fast-paced environments. Committed to continuous learning and professional development to stay ahead of industry trends and best practices.
Overview
9
9
years of professional experience
Work History
SME (International Voice Support)
VXI Global Solutions Pvt Ltd
11.2023 - 05.2025
- Provided superior customer service to customers by chat phone and email, consistently striving for first call resolution.
- Manged a team of 15 members, achieving a 20% reduction in Attrition rates through targeted retention strategies.
- Developed and implemented process improvements , resulting in a 12% reduction in shrinkage and a 25% increase in team productivity.
- Analyzed team performance data, identifying trends and areas for improvement, and developed insights to inform business decisions.
- Partnered with internal departments to research and resolve customer issues in a timely manner.
- Prepared reports for agents on performance and process updates regularly.
- Provided constructive agent feedback and guiding agents on individual areas of improvement.
- Analyzed and explained impacts on Non - FCR cases with the team.
- The Production team was awarded the Best team 5 times in the Year 2024.
- Played a major role in ensuring the nesting batches get 100% graduated to Production phase.
- Been major support on process standpoint for all the nesting batches.
- Proactively taken up projects specific to improvement in KPI and eventually providing best in class customer experience.
- Been appreciated by the client for the insights provided on process improvement.
- Helped Training and Quality teams in driving performance right from nesting to production phases.
- Been instrumental in driving sessions customer handling through chat readouts.
- Currently handling a team of 15 agents in the stretch role of a TL.
- Provide support and assistance to the team in driving performance.
- Conduct coaching and feedback sessions on specific areas of improvement at an individual level.
- Regularly update the team on the KPI numbers and encourage the team to be consistent in achieving.
- Assisted agents with issue resolution successfully preventing negative customer experience.
- Calibrate with the QA team to understand the QA team approach to policies and scoring.
- Engage QA team to conduct session on focus areas and policy changes.
- Review chats and identity controllable and uncontrollable areas impacting performance.
- Work on controllable areas immediately and minimize the impact quickly.
- Share the uncontrollable areas with the management to give insights on Issue Types that needs resolution from the client.
SME (International Voice Support)
WNS Global Service
06.2018 - 11.2023
- Appreciated for providing excellent customer support with top FCR.
- Rewarded for getting top survey ratings during high work flow.
- Shared Extensive process knowledge by handling and supporting different teams.
Senior Customer Care Associate
Knoah Solutions Pvt. Ltd.
09.2016 - 06.2018
- Responsible for providing technical support for US Samsung Customers.
- Handle 3 to 4 chat concurrency during peak period.
- Maintain expected production KPI numbers and quality scores.
- Create Service tickets and dispatch the customer to respective queues.
- Provide sales support on Samsung devices like Laptop, mobiles, printers.
- Solve technical queries of the Samsung devices and raise service tickets.
- Maintain SLAs as per the process.
- Mentor the team during the peak months.
- Handle OJT for new hires.
Education
B.Tech - Electronics and communication Engineering
Biju Patnaik University of Technology
Intermediate - Science
Rama Devi University
Secondary School - 10th
Govt Girls high School
Skills
Salesforce proficiency
Interests
Reading Books
Listening to Music
Travelling
Learning And Achievements
- Appreciated for providing excellent customer support with top FCR.
- Rewarded for getting top survey ratings during high work flow.
- Shared Extensive process knowledge by handling and supporting different teams.
Personal Information
- Father's Name: Mr. Narendra Mallick
- Date of Birth: 06/14/95
- Marital Status: Single
Strong Knowledge In
- CRM Tools: SalesForce, Hubspot and Zendesk
- Microsoft Office
- Quality Assurance
- Auditing
- Oracle & C++
Timeline
SME (International Voice Support)
VXI Global Solutions Pvt Ltd
11.2023 - 05.2025
SME (International Voice Support)
WNS Global Service
06.2018 - 11.2023
Senior Customer Care Associate
Knoah Solutions Pvt. Ltd.
09.2016 - 06.2018
Intermediate - Science
Rama Devi University
Secondary School - 10th
Govt Girls high School
B.Tech - Electronics and communication Engineering
Biju Patnaik University of Technology
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