Green Rajoria
Pune
Summary
Dynamic and results-oriented professional with a proven track record in developing and executing Quality Control reports and analytics to optimize marketing strategies. Proficient in conducting financial and economic analysis using SQL and Excel reports, with a keen eye for detail and accuracy. Experienced in analyze data to identify areas for improvement and ensure compliance with banking regulations. A proactive problem-solver with excellent communication and interpersonal skills, dedicated to driving organizational success through strategic insights and actionable recommendations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Escalation Analyst (Senior Operation Specialist)
Citi Corp Services India Pvt Ltd
2022.09 - Current
- Reviewing the backend cases as a part of Quality Team
- Resolved the Backend Cases of the Clients raised for Retail banking issues and Compliance monitoring
- Conducted complex financial and economic analyses of QC reports for the process, leveraging SQL and Excel reports to assess performance and provide insights under the guidance of Senior Analytics.
- Worked on Standard Operating Procedure and Identified the Area of Focus on the Transition Process
- Developed and Migrated the Current sharepoint for Checkers to the New Sharepoint With database since 2013
- Connected the Sharepoint with Tableau for report functioning.
- Ensured that all work is delivered, meet the agreed production standards, and SLA timeframes & responsible for all process related MI reports with tableau
- Created the Simulation for the New Hire to be Introduced in the Training manual
- Implemented a risk scoring system that accurately identified high SLA cases and worked on it to Avoid Regulatory Failures
- Developed a dispute resolution program that helped a client avoid costly litigation
- Maintained Quality above 98% and achieved 100% Quality Standards in the last quarter.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
Subject Matter Expert
Teleperformance
2021.04 - 2022.02
- Providing technical expertise
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
- On boarded and trained all incoming junior tech support specialists.
Technical Support Analyst
Teleperformance
2020.03 - 2021.04
- Troubleshoot and engage with engineering on customer reported issues
- Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
- Regular follow-ups with customers with recommendations, updates, and action plans
- Participate in testing alpha and beta products, and help customers adopt
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues
- Resolve customer's issues via the telephone, email, or Webex session.
Technical Intern- Azure Cloud
Microsoft
2018.02 - 2019.12
- Closely worked with the DevOps team for Certain infrastructure to be added to the Rave Tool
- Worked as an Intern in the project of Sharepoint & Azure Directory
- Wrote documentation that clearly and concisely described the technical architecture of the application
- Created a series of infographics that effectively communicated complex technical topics to a non-technical audience.
Education
BUSINESS ADMINISTRATION - MASTER'S (MBA) -
The University of Texas At Arlington
07.2019
Computer Sciene Engineering, Programming and Software Development -
NIT Warangal
06.2014
Skills
- Microsoft Excel
- SQL
- JAVASCRIPT
- REACT
- DATA ANALYSIS
- Financial modeling
- Data Visualization
- Tableau
- Documentation And Reporting
- Team Collaboration and Leadership
- MS Excel
- Project Management
- Risk Analysis
- SQL and Databases
Certification
- Data Analytics , Udemy Inc
July 2023 — October 2023 - Agile Methodology , Udemy Inc
May 2023 — September 2023 - Building Solution With Power apps and Integration with Sharepoint , Udemy Inc
September 2024 — October 2024 - Full stack Web developer , Udemy Inc
Languages
English
Hindi
Links - Website
Green Rajoria
Hobbies and Interests
- Photography
- Volunteer Work
- Cooking
- Writing/Blogging
- Digital Illustration
- Painting
Timeline
Escalation Analyst (Senior Operation Specialist)
Citi Corp Services India Pvt Ltd
2022.09 - Current
Subject Matter Expert
Teleperformance
2021.04 - 2022.02
Technical Support Analyst
Teleperformance
2020.03 - 2021.04
Technical Intern- Azure Cloud
Microsoft
2018.02 - 2019.12
BUSINESS ADMINISTRATION - MASTER'S (MBA) -
The University of Texas At Arlington
Computer Sciene Engineering, Programming and Software Development -
NIT Warangal
- Data Analytics , Udemy Inc
July 2023 — October 2023 - Agile Methodology , Udemy Inc
May 2023 — September 2023 - Building Solution With Power apps and Integration with Sharepoint , Udemy Inc
September 2024 — October 2024 - Full stack Web developer , Udemy Inc
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