RAJESHWARI RAVI

Overall experience is 5.5 years, Currently work as a Senior Quality analyst and the experience is 8 months. Extensive experience in E - commerce, Tele Communication / Visa processing / E-Learning/Inbound, Outbound, customer service, Microsoft Office, Sales, Marketing and analysis as well. Good in team handling/Reports/RCA figure out/ Cross - functional collaboration/ End to End Gap Analysis/ Constructive Feedback mechanism/Problem solving/Decision Making and multilingual person. Ambitious Quality Analyst with track record of Accountability, Reliability and leadership. Knowledgeable in QA methodology with proven history of reducing errors and defects, enhancing agents performance to increase quality assurance. Proficient in preparing test cases, plans, scripts, implementing new tools or technologies to streamline the quality assurance process and improve overall efficiency. Dedicated to analyzing and resolving defects.

• Type Writing Lower, Chennai, 04/2014
• MS Excel | MS Office, CSC Institute, 07/2015
• Machine Learning, Greens Technology, 04/2018
• 7 Q tool and Lean Management
• Six Sigma GreenBelt - Alison, 04/2023

• Resolved product issue through consumer testing.
• Achieved 90% through effectively helping with Ticketing process
• Promoted to process trainer within 3 months due to outstanding work performance.
• I received an offsite chance and traveled to Cochin to train the new team and assist in the implementation of the new process. In addition, the new bees and manager were trained in the CS - Internet procedure.
• Promoted to Quality Analyst within 9 months due to outstanding work performance.
• Finding solutions to challenging problems and being a specialist in escalation management
• Supervised team of 20 team members.
• Achieved 100% by introducing student dashboard for ticketing tasks.

PROJECTS:
Student Dashboard Tagging project
Streamlined the process, reduced the large number of tags into smaller number - Analyzation of L1 and L2 categorization. As a results streamlined the ticket management processes, prioritize tasks, and improve overall efficiency within the ticketing team.
Name change Bottleneck Analysis
In this project, critical problems and their risk were identified and
found solutions to reduce the effect of the problem.
Effective Sales Pitch
In this project, the top errors and defects were found, collected data samples and examined using the 80/20 rule. Having finally figured out the solution, prepared a script for objection handling, urgency creation and carried out efficient activities and themes for sales pitch to improve the agents' performance. 90% of the project's sales target was met, and the goal was effectively attained.

AHT Project:

Streamlined the process, reduced the average handling time from 240 - 200 secs, after finding challenges and errors conducted many call listening sessions, Role play session and prepared script for customer handling and improved overall team's performance. Finally achieved the target as 199 secs.

ASAT project:
By using Pareto analysis in an Agent Satisfaction project, focused on agents efforts on addressing the most critical factors that significantly impact agent satisfaction, leading to improved morale, motivation, retention, and overall performance among agents. Conducted many activities and role play session to enhance the agent's performance and improved overall team's efficiency. Finally achieved the ASAT target of 4.0