Kritika Rastogi
Purnia, Bihar
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Creative Business Analyst with broad-based background in highly competitive and dynamic organizations. Recognized as decisive leader and excellent team player. Committed to forming strong, productive teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
CometChat
Purnia
11.2023 - Current
- Working for a SaaS company wherein I assist with the software and the integration of the same with the clients application.
- Working closely with languages and web development.
- Provided technical support for customers over the phone and via email.
- Maintained customer accounts in a CRM system to track customer interactions.
- Conducted training sessions for new employees on the use of hardware and software products.
- Identified areas of improvement in existing processes and worked with colleagues to develop solutions to increase efficiency.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Maintained audit trail and statistical records of problems and conditions reported by client.
Business Analyst
Barclays
11.2020 - 11.2023
- Conducted detailed analysis of financial and operational performance, identified areas for improvement, and developed strategies to increase profitability.
- Provided advice and guidance to business owners on best practices
- Drafted comprehensive reports outlining findings from research projects related to market trends and competitive landscape.
- Reviewed client's pricing strategies in order to maximize profits while maintaining customer loyalty.
- Facilitated workshops with leadership teams to discuss strategic planning options.
- Conducted market research to identify potential opportunities for new product development.
- Performed cost-benefit analysis of proposed changes to business processes.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Researched customer accounts for any discrepancies or outstanding payments.
Escalation Specialist
British Airways
02.2019 - 11.2020
- Managed Staff travel, sales for commercial passenger and upselling and brand administration.
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Assisted in training new escalation specialists on procedures and processes.
Process Developer
Genpact
Noida
04.2018 - 10.2018
- Project Transition (P2P) from Bucharest, Romania.
- Developed process models and diagrams to better understand the current state of production processes.
- Analyzed existing business processes to identify areas for improvement, cost reduction, and increased efficiency.
- Performed simulations on processes to evaluate changes in performance metrics such as throughput, cycle time, and quality.
- Created weekly and monthly reports to track progress of business goals.
- Developed complex queries to extract data from multiple sources for reporting purposes.
- Gathered, analyzed and formatted large amounts of data into meaningful information.
- Designed dashboards and visualizations to present data in a clear and concise manner.
Process Associate
EXL
Noida
01.2015 - 04.2018
- Invoicing, Collection, Complaints, MIS
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Assisted in the development of operational policies and procedures to ensure compliance with company standards.
- Monitored performance metrics to measure process effectiveness and suggest modifications as needed.
- Identified potential risks associated with processes and recommended corrective actions.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Conducted skip-tracing activities to locate delinquent customers.
- Developed and maintained reporting systems for financial data analysis.
- Analyzed large datasets to identify trends, risks, and opportunities for improvement.
- Prepared reports on operational performance metrics utilizing SQL queries.
Education
Postgraduate Degree - E-business
Welingkar Institute of Management
12.2022
Bachelor of Commerce - Business Management And Financial Accounting
Delhi University
11-2014
Skills
- Microsoft Power BI
- Tableau
- Python (Basic)
- SQL (Basic)
- Data Analysis
- Artificial Intelligence (AI)
- Analytical Thinking
- Problem-solving abilities
- Dashboard creation
- Data Validation
- Pivot tables
- Client management
- Report Generation
- Business Travel
- Incident Management
- Operations Analysis
- Customer Needs Assessment
- Business process improvement
- KPI Tracking
- Operational Reporting
- Workflow Analysis
- Microsoft Office Suite
- SAP
- Oracle
- Performance Evaluation and Optimization
- Teamwork and Collaboration
Certification
- AI Tools (Workshop)
- Power BI (Workshop)
- Certification in Data Analysis ( Pursuing)
- Sql (Workshop)
- Python (Workshop)
Certifications available on Linked in profile.
Personal Information
Title: Sr. Business Analyst /Sr.Tech (CX)
Accomplishments
Smoothly migrated a new process (V42) in 2016 from United Kingdom.
Transitioned a complete P2P process from Romania in Kimberley Clark.
Winner of CEO award for 2 consecutive years.
Best Team Player for team Invoicing in Kimberley Clark.
100% attendance award in 2021.
Quarterly recognitions - 4 in 3 years tenure.
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balancePaid time offHealthcare benefitsPaid sick leaveCareer advancementCompany CultureTeam Building / Company RetreatsWork from home optionPersonal development programsInterests
Travelling
Exploring trends
Dance n music is a go to for me
Values and Morals comes first
Timeline
Senior Technical Support Specialist
CometChat
11.2023 - Current
Business Analyst
Barclays
11.2020 - 11.2023
Escalation Specialist
British Airways
02.2019 - 11.2020
Process Developer
Genpact
04.2018 - 10.2018
Process Associate
EXL
01.2015 - 04.2018
Postgraduate Degree - E-business
Welingkar Institute of Management
Bachelor of Commerce - Business Management And Financial Accounting
Delhi University
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