Azra Banu

• Analyzed data and reports from diverse sources, contributing to informed decision-making processes.
• Generated, maintained, and tracked various reports crucial for team operations.
• Prepared ad hoc reports based on team requirements, demonstrating adaptability to dynamic needs.
• Conducted KPI analysis to assess and monitor key performance indicators, providing valuable insights for strategic decision-making.
• Identified opportunities for automation, employing advanced formulas and techniques to enhance efficiency.
• Consolidated, sorted, organized, and summarized data using advanced mathematical operations.
• Interpreted data and metrics, presenting insights through charts, tables, and graphics in Microsoft Excel and PowerPoint.
• Developed templates and dashboards in Excel, Google Sheets, and PowerBI for operational and management reporting.
• Utilized SQL queries to extract, transform, and load data into databases, contributing to efficient data management.

• Produced comprehensive reports based on audit findings, offering valuable insights and actionable suggestions that led to 85% performance improvements across the team.
• As a Quality Analyst, I improved call center operations. I held regular calibration sessions, which enhanced scoring consistency and best practices by 85%.
• In addition to my responsibilities as a Quality Analyst, Managed the training and onboarding of 30+ new hires, ensuring their alignment with quality parameters.
• Gave feedback to agents to improve soft skills and process knowledge. Monitored calls and emails for quality assurance.
• Initiated and led weekly team meetings to discuss quality metrics, address concerns, and share best practices, fostering a culture of continuous improvement.
• Conducted regular weekly huddles to go over and communicate any changes in the operational processes.

• Efficiently handled calls, addressing customer issues and resolving complaints.

• Troubleshot and resolved customer queries.

• Generated reports using Zendesk and reported to the manager.

• Processed 100+ daily calls, which included trip initiation, completion, and refunds.

• Provided email support to customers, maintaining an average 95% customer satisfaction rate.