Summary
Overview
Work History
Education
Skills
Projects And Achievements
Timeline
Generic

Rajat Sood

Kasauli

Summary

Dynamic and motivated professional with 7+ years of experience in the service and analytics domain. Skilled in gathering, cleaning, analyzing and visualizing data to gain insights and drive business needs. Dedicated to contribute completely to the needs and interests of the organization. An adaptable leader with the agility to work independently and across teams to develop opportunities that further establish organizational goals.

Overview

9
9
years of professional experience

Work History

Quality Assurance Analyst

Rackspace Technology
08.2021 - Current
  • Set up and streamlined QA process for increased efficiency and delivering quality support to customers.
  • Developed KPIs for process to provide actionable insights for business decision making.
  • Created dashboards with Power BI to keep track of trending QA scores and KPIs and generated business intelligence reports to inform strategic decision-making and utilized various data visualization techniques to present and explain complex data sets.
  • Worked with Regional Training and development team to create multiple Power BI dashboards to track various training offerings and their completion status at employee, manager and leadership level.
  • Used DAX, Pivot tables and Power query to Extract, transform and analyze KPIs.
  • Performed gap analysis to identify area of improvements.
  • Conducted customer sentiment analysis in call miner tool by using python libraries like pandas, matplotlib and wordcloud.
  • Evaluated new tools and techniques like Call Miner to stay current on market trends, incorporating innovative approaches and Artificial Intelligence into QA process.
  • Championed quality assurance initiatives within organization by promoting culture of continuous improvement and striving for excellence in all aspects of customer support.
  • Mentored and coached team members on QA topics and strategies.

Team Lead-Credit Bust Out(Voice)

American Express Campus Building
11.2016 - 07.2021
  • Responsible for managing inventory and taking responsible lending decisions basis analysis of customer credit history to mitigate risk.
  • Publishing weekly reports related to case ageing, customer surveys, decision quality, and compliance to keep track of ongoing trends and drive VOCM.
  • Publishing monthly reports using advanced Excel spreadsheet functions and presenting monthly BURs to ELT to highlight ongoing trends across process.
  • Identified data discrepancies and inconsistencies through rigorous case audits, ensuring highest level of data integrity for business-critical decisions.
  • Handling and resolving customer and executive office escalations.

Technical Support Associate

Dell International Services
09.2015 - 11.2016
  • Provided front end technical assistance to customers on hardware/software related issues
  • Promoted to Resolution Expert within 6 months of hitting the production
  • Assigned 2 specialists to mentor and coach on tech skills.

Education

Bachelor Of Technology - Electronics and Communication Engineering

Jaypee University Of Information And Technology
Shimla
07.2015

Skills

  • Data Analysis, visualization and presentation
  • Power BI, power query and DAX
  • Excel Functions and pivot tables-Advanced
  • Statistical Analysis and KPI tracking
  • SQL,Tableau, Python-Intermediate
  • Coaching and feedback

Projects And Achievements

  • Awarded emerging leadership and above and beyond awards for carrying out and executing all the team lead responsibilities individually.
  • Improved on the training and QA numbers by analyzing the trends in KPIs sharing the actionable insights with the ELT.
  • Introduced AI to the QA process via call miner tool.
  • Improvement in risk algorithms to get in line with the customer feedback and friction point analysis.
  • Incorporated Automation to process by working with the Global Automation Network to reduce the decision time and CM impact.



Timeline

Quality Assurance Analyst

Rackspace Technology
08.2021 - Current

Team Lead-Credit Bust Out(Voice)

American Express Campus Building
11.2016 - 07.2021

Technical Support Associate

Dell International Services
09.2015 - 11.2016

Bachelor Of Technology - Electronics and Communication Engineering

Jaypee University Of Information And Technology

Similar Profiles

CREATE PROFILE
Rajat Sood