Deepanshu Soni
Process Specialist
New Delhi
Summary
Dynamic and results-oriented professional with a proven track record in sales, customer service, and digital marketing. Seeking a challenging role where I can utilize my diverse skill set and experience to drive business growth and enhance customer satisfaction. Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Process Specialist
Cognizant Technology Solutions, CTS
1 2023 - Current
- Real-Time Monitoring: Continuously monitor key performance indicators (KPIs) and metrics in real-time, such as service levels, call volumes, agent adherence, and queue statistics
- Schedule Adherence: Track and ensure that agents adhere to their scheduled breaks, lunches, and work hours
- Address any deviations promptly to maintain optimal staffing levels and operational efficiency
- Intraday Performance Management: Identify trends, patterns, and fluctuations in call volume and agent performance throughout the day
- Make real-time adjustments to staffing levels, schedules, and resources as needed to meet service level objectives
- Forecasting and Capacity Planning: Utilize historical data and forecasting tools to predict future call volumes and staffing requirements
- Adjust staffing levels and schedules accordingly to ensure adequate coverage during peak hours and minimize overstaffing during slower periods
- Queue Management: Monitor and manage call queues to minimize wait times and optimize agent utilization
- Implement strategies such as skill-based routing and call prioritization to improve customer satisfaction and efficiency
- Escalation Management: Respond promptly to any issues or emergencies that arise during operations, such as system outages, spikes in call volume, or unexpected staffing shortages
- Coordinate with relevant stakeholders to resolve issues and minimize disruptions to service
- Reporting and Analysis: Generate real-time and intraday reports on key performance metrics and trends
- Analyze data to identify root causes of performance issues and recommend corrective actions to improve efficiency and productivity
- Communication and Collaboration: Maintain open communication channels with team members, supervisors, and other departments to share real-time updates, discuss issues, and coordinate response efforts
- Collaborate closely with workforce management, operations, and IT teams to ensure seamless operations
- Continuous Improvement: Identify opportunities for process improvement and efficiency gains based on real-time data and feedback
- Implement changes and best practices to optimize performance and enhance the overall customer experience.
Senior Process Executive
Cognizant Technology Solutions, CTS
08.2021 - 01.2023
- Managed Google Ad accounts for various advertisers, optimizing campaigns for maximum ROI
- Conducted in-depth analysis of ad performance, identifying trends and opportunities for improvement
- Developed and executed PPC strategies to increase online visibility and drive targeted traffic
- Collaborated with cross-functional teams to enhance the usability and effectiveness of digital marketing initiatives.
Senior Customer Service Associate
Teleperformance
09.2020 - 07.2021
- Provided exceptional customer service for a leading online food ordering and delivery platform
- Handled customer queries and concerns through chat and outbound calls, ensuring prompt resolution
- Maintained strong relationships with customers, merchants, and delivery drivers to enhance brand loyalty
- Leveraged knowledge base to provide accurate and efficient support, exceeding service level expectations.
Sales Executive - Territory Sales Officer
Safari Industries India Ltd
08.2019 - 06.2020
- Managed sales operations for Delhi NCR Territory, driving revenue growth through effective channel management
- Conducted market research and analysis to identify new business opportunities and market trends
- Led inventory management initiatives to optimize stock levels and minimize stockouts
- Provided sales coaching and training to associates, fostering a high-performance culture within the team.
Education
Bachelor's Degree in Business Administration and Management -
Bharti Vidyapeeth Institute of Management and Research
01.2013 - 01.2016
Skills
Customer Service
Languages
English
Hindi
References
Available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Process Executive
Cognizant Technology Solutions, CTS
08.2021 - 01.2023
Senior Customer Service Associate
Teleperformance
09.2020 - 07.2021
Sales Executive - Territory Sales Officer
Safari Industries India Ltd
08.2019 - 06.2020
Bachelor's Degree in Business Administration and Management -
Bharti Vidyapeeth Institute of Management and Research
01.2013 - 01.2016
Process Specialist
Cognizant Technology Solutions, CTS
1 2023 - Current
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