Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Accomplishments
Timeline
Generic
Kiran Dhiman

Kiran Dhiman

A708 Sai Saroj Society,Ganesh Nagar, Ravet

Summary

Results-driven IT Analyst with a proven track record at Tata Consultancy Services, excelling in quality assurance and incident management. Expert in data analysis and process improvement, I successfully led initiatives that enhanced service metrics and team performance. Adept at coaching and fostering collaboration, I deliver impactful reports that drive operational excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Analyst

Tata Consultancy Services (TCS)
Pune
11.2024 - Current
  • Monitored and evaluated interactions, ensuring adherence to quality assurance standards.
  • Reviewed incident tickets for compliance with documentation, categorization, and prioritization standards.
  • Led calibration sessions with management to standardize scoring and quality application across teams.
  • Analyzed KPIs related to quality, including CSAT, FCR, and MTTR performance metrics.
  • Identified recurring issues and process inconsistencies through audit data analysis.
  • Created and presented comprehensive reports on quality performance and areas needing improvement.
  • Provided one-on-one feedback and coaching to enhance Service Desk Agent performance.
  • Collaborated with training department to develop targeted programs addressing identified skill gaps.

Quality Analyst

Allstate Solutions Pvt Ltd.
03.2018 - 09.2024
  • Conducted daily audits and quality checks for Track A and four additional tracks, ensuring compliance with policy and regulatory standards.
  • Initiated two Root Cause Problem Solving projects, significantly reducing appointment rejections and improving overall SLA compliance.
  • Managed team quality and productivity targets, providing coaching through live and recorded call reviews to enforce best practices.
  • Prepared management reports, team reports, leave trackers, rosters, and collated End-of-Day data for MIS calculation.
  • Served as Support Staff during new process implementations, training processors to achieve targets effectively.
  • Cross-skilled in QA across five tracks, enhancing operational efficiency and consistency in quality checks.
  • Facilitated feedback sessions for agents to improve performance metrics aligned with quality standards.
  • Led initiatives to eliminate work duplication, streamlining workflow across processes.

Senior Associate

ADP Pvt Ltd.
04.2015 - 12.2017
  • Created dashboards according to client specifications.
  • Analyzed data to ensure timely updates of Service Metrics Dashboard.
  • Managed case assignments and queue operations using Citrix and Siebel.
  • Monitored team performance, work allocation, and provided consistent feedback.
  • Prepared monthly KPI reports on Activity, Accuracy, and Timeliness for client discussions.
  • Trained new employees as a subject matter expert in operational processes.
  • Maintained and updated SRF standard payroll report from ADP Streamline regularly.
  • Generated and distributed daily MIS reports to Reporting Manager.

Education

Bachelor of Computer Applications - Computer Applications Development

Pune University
Pune
07-2014

Higher Secondary Certificate -

Maharashtra Board of Higher School Education
Pune
07-2009

Secondary School Certificate -

Maharashtra State Board of Higher School Education
Pune
06-2007

Skills

  • Quality assurance
  • Incident management
  • Excel and PowerPoint
  • Coaching skills
  • Microsoft Word and Sway
  • System handling and data analysis
  • Problem solving and critical thinking
  • Flexibility and multitasking
  • Quick learning and observational skills
  • Report design and quality assurance
  • Detail orientation and teamwork
  • Computer proficiency and software knowledge
  • Process improvement
  • IT Governance

Certification

  • Aida level -1
  • ITIS course in BSAM
  • Advanced Excel
  • Learning Microsoft Power BI Desktop

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Date of Birth: 07/11/1990
  • Gender: Male
  • Marital status: Married

Accomplishments

  • Mountain climber award (TCS)
  • Spot award for creating an external error dashboard (Allstate Solutions)
  • Star of the Quarter (Allstate Solutions)

Timeline

IT Analyst

Tata Consultancy Services (TCS)
11.2024 - Current

Quality Analyst

Allstate Solutions Pvt Ltd.
03.2018 - 09.2024

Senior Associate

ADP Pvt Ltd.
04.2015 - 12.2017

Bachelor of Computer Applications - Computer Applications Development

Pune University

Higher Secondary Certificate -

Maharashtra Board of Higher School Education

Secondary School Certificate -

Maharashtra State Board of Higher School Education

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Kiran Dhiman