Dikshant Rajput

Experienced professional in customer service with a strategic mindset. Proficient in managing business operations and driving new projects. Seeking to advance skills and knowledge in a new role.

Results-driven professional with strong background in supporting team operations. Skilled in administrative tasks, conflict resolution, and project coordination. Known for strong focus on collaboration, adaptability, and achieving outcomes. Dependable, flexible, and equipped with excellent communication and problem-solving abilities.

• Date of Birth: 03/27/90
• Gender: Male

Professional Achievements & Contributions

• Award-Winning Performance:
  Recognized as the Best TSS Award Winner four times consecutively for exceptional contributions.
• Leadership & Acknowledgment:
  Personally recognized by Managing Director Tina Dhawan for critical support during business outages.
  Appreciated by Director Ekta Narula for successfully facilitating technology and access across the entire Retail sector.
• Process Optimization & Innovation:
  Developed a troubleshooting framework to resolve audio issues for bankers, significantly reducing downtime and increasing efficiency.
  Led Project Bermondsey 2, ensuring seamless technology and access implementation for 300+ colleagues.
  Conceptualized and implemented an idea that proactively prevented breaches and corrective actions, enhancing compliance and operational security.
• Operational Excellence & Compliance:
  Engaged in call handling, call listening, monitoring, and audits, ensuring high-quality service delivery and operational efficiency.
  Served as the Single Point of Contact (SPOC) for compliance and controls within Retail, ensuring adherence to regulatory standards.
• Supervised team of staff members.

I am an Analyst who works with numbers and information to help businesses make smart decisions. I look at data, find patterns, and understand what it means. I always study data to pick up any pattern impacting our productivity , Adherence to turn complex details into clear insights that help companies improve their strategies and performance. I organize information, check for accuracy, and present findings in a way that’s easy to understand. By using charts, reports, and simple explanations, I help teams solve problems, plan better, and achieve their goals.

Example :At the end of the day, bankers are scheduled to take eight hours of calls. If they are unable to do so, they must record the reason in a tracker, which is then sent to the Workforce Management (WFM) team to update their schedule, ensuring their conformance is not affected.

When I downloaded data from Aspect, I noticed that it was raw and lacked any clear patterns explaining lost hours. A major issue was that bankers would simply mark their reason as "System issue" without specifying the exact cause. This made it difficult to pinpoint recurring technical problems and understand their impact on productivity.

Since I wasn’t allowed to change the template, I introduced a subcategory for system issues to capture more detailed reasons for disruptions. This new approach was rolled out to all colleagues, allowing them to log their exceptions more accurately.

After practicing this method for a month, the revised data was much clearer and provided a detailed breakdown of why bankers were logging out. This allowed for better analysis, troubleshooting, and resolution of technical issues, ultimately reducing disruptions and improving productivity.