Mayank Nanda

• Revenue enhancement and customer stickiness Model:

*Chat Enhancement Model – Developed and implemented Chat

enhancement model, leveraging advanced analytics techniques

to identify and mitigate customer leakage risks, using SQL and

Microsoft Power BI Dashboard

*Consumer Satisfaction VBA(CSAT) – Lead CSAT model for

quality team, to analyze CSAT calls and scores

*Stimulus Revenue Dashboard - Identified consumer getting

Stimulus Cheques from government by using advanced

analytics tools

• HR Vendor Performance

*Vendors Evaluation Scorecard – Created a vendor scorecard to

evaluate performance on the quality of resources provided.

*Categorized performance buckets and regular evaluation and

weeding of vendor partners

• Call Quality Standardization and language enhancement

*Understandability Language Issue - Identified the impact of

language standardization used by Account Managers on

consumer connect calls

*This would lead to Account manager's skill enhancement and

improve language adoption

• Migration of Static Reports to interactive Power BI based Dashboard

*Extracting real time data from HRIS

* Designing end to end HR process dashboard based on Excel

and Power query basis stakeholder requirement.

* Helped HR department develop new metrics to track.

• Audited representatives' inbound and outbound phone calls, observing performance, techniques, and application of guidelines and procedures
• Conducted quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved
• Provided critical data used to generate weekly or monthly reports on the performances of phone representatives.

• Accept inbound and place outbound calls to Potential Clients
• Quote payment options and effectively explain program details
• Effectively manage a client pipeline ensuring proper follow-up
• Be thorough and detailed with presentation, information gathering and completing client files.