Nutan Rajput
Delhi
Summary
PROFILE ABOUT ME- Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
6
6
years of professional experience
Work History
Quality Analyst
EVC Venture
08.2022 - 04.2023
- Deliver coaching feedback to agents
- Auditing calls of IT helpdesk support team assigned using their standard auditing methodology
- 100% Audit of all tickets which are escalated to the clients onsite team
- Providing timely feedback to the respective agents based on the call & ticket audits
- Perform a root cause analysis across all issues highlighted by the client and develop action plans to mitigate the issues highlighted
- Manage, maintain, and disseminate updates for the process
- Re-train the bottom performing agents, if necessary, on current processes
- Maintain query tracker for the process related queries and interactions shared with the client
- Responsible for maintaining strong performance on CSAT across agents
- Participate regularly in quality calibration for consistency across audits and eventually feedback to the agents
- Conducting Sessions and dipchecks
- Work for OJT.
Quality Analyst
Unacademy
02.2021 - 06.2022
- Deliver coaching feedback to agents
- Conduct and evaluate customer feedback surveys
- Prepare management reports
- Exceptional listening and analytical skills
- Data Analysis
- Providing Root Cause Analysis Inculcating Agile Practices Team management.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Collaborated with internal teams, such as product development and customer support, to ensure seamless client experience throughout the sales process.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Quality Analyst
Lenskart
08.2019 - 12.2020
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Championed a customer-first mindset by consistently emphasizing the importance of delivering exceptional service during team meetings and training sessions.
- Ensured adherence to company policies and procedures during customer interactions, maintaining a high level of compliance within the call center.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Evaluation calls like Sales and non sales calls
- Working on tickets audits
- Conducted various dip checks to enhance the process improvement.
Customer Service Representative
Cogent
10.2017 - 12.2020
- Provided primary customer support to internal and external customers.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed and implemented account management plans to establish customer satisfaction.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
- Took regular follow up
- Gathered, documented, and modeled data to assess business trends.
- Played an instrumental role in driving continuous improvement initiatives across the organization, resulting in higher customer satisfaction scores and more efficient operations overall.
- Implemented best practices for effective communication between support channels resulting in improved information flow reducing response times.
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Improved overall customer satisfaction by providing constructive feedback to agents.
- Published daily, weekly and monthly reports to stakeholders.
- Part of various calibrations both internally as well as externally.
- Analysis on various reports like DSAT.
- Improvement of process via Root cause analysis
- Worked for Bottom Quartile performers
- Worked for customer retention for various LOB's.
- Conducted Dip checks to understand the process gaps
- Evaluation of quality scores on the basis of their performance'
- Constructive feedback shared for critical errors
- ACPT analysis done to understand the gaps of organization
- Various sessions conducted for improvement of service and sales
Education
Bachelor Of Science -
NTPC Dibiyapur
Auraiya, Uttar07.2018
CBSE -
St Joseph sr Sec school
05.2015
CBSE -
St Joseph sr Sec school
05.2013
Skills
- ENGLISH
- Hindi
- Windows
- Office
- Excel
- Client Relationship Management
- Report Analysis
- Customer Service
- Trend Analysis
- Feedback Delivery
Additional Information - Awards Honors
Acheivement Award for Csat.
Hobbies and Interests
- Dancing
- Singing
- Travelling
- Listening to music
Timeline
Quality Analyst
EVC Venture
08.2022 - 04.2023
Quality Analyst
Unacademy
02.2021 - 06.2022
Quality Analyst
Lenskart
08.2019 - 12.2020
Customer Service Representative
Cogent
10.2017 - 12.2020
Bachelor Of Science -
NTPC Dibiyapur
CBSE -
St Joseph sr Sec school
CBSE -
St Joseph sr Sec school
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