CHEENA BAJAJ

Dynamic Solution Consultant with over 12 years of experience in speech analytics, process excellence, and AI-driven tools. Adept at spearheading solution design and customization, providing pre-sales and post-sales technical support, and leading User Acceptance Testing efforts. Skilled in managing client relationships, conducting discovery workshops, and delivering training to ensure seamless product adoption. Known for leveraging speech analytics platforms like Nexidia, Verint, Call miner and NICE to drive substantial process improvements and achieve business objectives. Proven history in optimizing processes, managing teams, and delivering impactful business solutions. Adept in project management, communication, and presentation, with a focus on enhancing operational efficiency and client outcomes. Enthusiastic about driving measurable improvements in process performance and client satisfaction.

• Recognized by clients for exceptional relationship management, driving revenue growth through product and process optimization. Helped Comcast to reduce operational costs by 12% and increase revenue by 8% by optimizing customer service IVR processes.
• Awarded for contributions to business initiatives, strengthening client relationships, and driving growth. At Walmart and TalkTalk, implemented speech analytics and process redesigns that boosted customer satisfaction by 15%, retention by 10%, and revenue by 7%.
• Consistently received high ratings for a customer-centric approach and business ethics, contributing to internal projects that enhanced revenue and client satisfaction, with a focus on measurable improvements in performance metrics.