Rachna Kapur
New Delhi
Summary
Dedicated Learning & Operation Senior Analyst knowledgeable about best practices in field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Overview
12
12
years of professional experience
Work History
Learning and Operations Analyst
Accenture Pvt. Ltd
02.2017 - Current
- Handling customer's calls and providing them resolution related to the G-PAY app
- Got promoted as SME in April 2018 through IJP
- Got promoted as Process Trainer in 2019 through IJP and have been at the same designation since than
- Hold Communication certificate from Accenture
- My Role is to train new hires & existing employees related to UPI application (Google Pay), conducting VNA rounds during the hiring
- Help them with the OJT and feedback on CSAT and AHT and meeting there Metrix
- Creation of knowledge base (content creation) for employees' reference which they can refer to provide information to the user
- Brainstorming and testing on any new feature launching in the application sharing app insights to improve the feature and application with the client and coordinating with them
- Rolling out process knowledge test on weekly basis or on any new launches
- Creation of content requirement, Instructional designing, Operational Governance
- Creating different presentation, SOPs on requirement basis
- Conducting training on written & verbal communication basis business requirement and conducting audits post training completion.
- Provided project management support for the development of new products, services, or processes.
- Prioritized and organized tasks to efficiently accomplish service goals.
Process Expert
Encore Capital Group
05.2012 - 03.2016
- Helping consumers based in US with payment plans by understanding their situation and help them resolve their past due bills
- Completion of the targets by collecting debts and making outbound calls and follow up with the consumer based on their situation.
- Researched best practices in the industry to improve current business processes.
Sr. Associate
WNS Pvt. Ltd.
- Monitoring Mortgage collections calls of US based employees and providing feedback according to the Parameters.
Education
Skills
- Quick learning, Hardworking, and Honesty
- Good Communication Skills
- Coaching
- Content Management
- Critical Thinking
- Instructor-led Training
- Customer Service Management
- Operation Excellence
- Training Need Analysis
- Training of Trainers
- Virtual Class Training
- Instructional Designing
- Problem Solving
- Service Quality Management
- Client Relationship Management
- Team Management
- Public Speaking
- Microsoft Word
- Operational Excellence
- Lean Six Sigma
- Customer Experience
Attitude
Desire to Achieve Something
Job Expectations
- The opportunity to play a significant role in the future of the organization.
- The experience to extend my horizon
Personal Information
- Husband's Name: Vaibhav Puri
- Date of Birth: 10/15/90
- Marital Status: Married
Languages
Hindi, English
Hobbies and Interests
Dancing & Listening Music
Accomplishments
- Received multiple Recognition like - Star of the business award, Client Appreciations, Client Value Creation etc.
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Learning and Operations Analyst
Accenture Pvt. Ltd
02.2017 - Current
Process Expert
Encore Capital Group
05.2012 - 03.2016
Sr. Associate
WNS Pvt. Ltd.
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