Janani Raja
Chennai
Summary
To be a significant part of an organization and gain knowledge through implementation of new innovations in technology that enables the growth of the company. Workforce Analyst and customer support officer offering 4 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Axis Bank
11.2022 - 06.2023
- Delivering service with requisite courtesy and accuracy.
- Adhering to product and process requirements, with NIL errors.
- Escalating customer issues to the right internal stakeholders.
- Effectively resolving customer complaints at the first instance, with excellent customer satisfaction scores.
- Achieving call quality targets and resolving customer queries at the first instance of contact with minimum call handling time.
- Handling priority and elite accounts.
- Complying to service and sales guidelines.
- Extensive experience working in prospect business development and customer cross sell marketing.
- Handled online promotions and coordinated with customers about latest offers.
- Executed sales strategies and banking sales.
- Ability to execute calculations and approach promising bank’s customers.
- Coordinated with customers on account requirement.
WFM Analyst
Firstsource solutions limited
09.2021 - 07.2022
- Compiles and distributes, analyzes daily,weekly, and monthly operational management performance reports
- Matching to workload arrival patterns, planning schedules, maintaining accurate staffing data, and collaborating on reporting
- Developing and customizing the dashboards as per client requirements
- Making efficient allocation of work and drive capability within team based on their skill set
- Generate timely and accurate reports for analysis & quality management
- Generating and maintaining day to day MIS data and updating the management
- Performing with a high degree of accuracy and adhere to establish time frames
- Interacting with the clients and sharing the business updates, analysis, and recommendations about the process.
WFM Analyst
HCL Technologies
04.2019 - 08.2020
- Delivery of accurate scheduling based on NICE IEX tool
- Communicating in a professional and courteous manner when interacting with clients via phone, email or in person
- Analyzing information ,use logic and process knowledge to address work-related issues and problems
- Completion of agreed scheduling activities in line with requirements
- Monitoring Intraday analysis and maintaining the consistent performance to meet SLA
- Keep on updating the business with real time queue by Chats, Sending Escalations, and alerts in a timely manner
- Offering OT and shift slides/adjustment slots based on business requirements
- Monitoring the command center and Dashboard to maintain the consistent call volume, and AHT to meet the Service Level
- Sending Low SL Alerts and Escalation mails in timely manner
- Processing requests like Overtime, Cancel PTO, Shift adjustment, Shift slide based on requirements
- Monitoring the schedule by updating shift time, paid hours, break optimization, team meeting and Coaching by daily and weekly basis.
Nodal/Appellate officer
Hexaware Technologies
12.2017 - 11.2018
- Handling high level escalation regards to enquiry/request/complaints.
- Fulfilling Customer's expectation.
- Not letting any issues escalated to the next level.
- Maintaining inbound call TAT.
- Promoting better and suitable products to the customer .
- Excellent knowledge of call center principles and call center performance metrics.
- Ability to maintain a professional demeanor and appearance at all time.
Education
Bachelor of Science - Mathematics
Shri Sakthikailassh women's college
Salem, TN2016
SSLC -
Jothi M.H.S. School
2011
Certificate of Higher Education - Computer science
Cluny matriculation higher secondary school
Salem, TN2009
Skills
- Scheduling
- Relationship building and management
- Team leadership
- Professional manner
- Highly responsible and reliable
- Report generation
- Customer relations
- CRM
- Quality control
- Call centre experience
- Team supervision
- Confident
- Time management
- Flexible worker
- Sales reporting
- Customer assistance
- Microsoft Excel
- NICE IEX
Languages
English
Upper Intermediate
B2
Hindi
Elementary
A2
Tamil
Bilingual or Proficient (C2)
Timeline
Assistant Manager
Axis Bank
11.2022 - 06.2023
WFM Analyst
Firstsource solutions limited
09.2021 - 07.2022
WFM Analyst
HCL Technologies
04.2019 - 08.2020
Nodal/Appellate officer
Hexaware Technologies
12.2017 - 11.2018
Bachelor of Science - Mathematics
Shri Sakthikailassh women's college
SSLC -
Jothi M.H.S. School
Certificate of Higher Education - Computer science
Cluny matriculation higher secondary school
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