Raman Sai Ganga
Senior Analyst
Hyderabad
Summary
Dynamic Senior Analyst at VACO with a proven track record in enhancing client satisfaction and operational efficiency. Skilled in data analysis and project management, I successfully mentored juniors and implemented performance metrics, leading to improved productivity and timely deliverables. Committed to continuous improvement and fostering collaborative environments.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Senior Analyst
Vaco
02.2021 - Current
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Identified patterns and trends in large data sets and provided actionable insights.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Provided technical support for troubleshooting analytics and reporting issues.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Maintained database and spreadsheets with accurate inventory and status.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Kept corporate and client information confidential, adhering to data safety measures.
- Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
Content Moderator
Wipro
12.2019 - 12.2020
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.
- Elevated collaboration among moderator teams by actively participating in meetings, discussions, and information sharing sessions.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.
- Optimized resource allocation during peak times through effective workload prioritization amid tight deadlines.
- Drove accuracy of content through careful proofreading and fact-checking.
- Suggested improvements to content to enhance quality and accuracy.
- Edited and revised wide array of content for accuracy, clarity and consistency.
- Generated and maintained style guides to encourage consistent quality of content.
- Selected relevant images to accompany content for maximum impact.
- Edited and reviewed content for grammar, spelling and punctuation.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Acquired in-depth knowledge of content areas to provide effective edits.
- Researched topics to create accurate and engaging content.
- Established and implemented workflows to streamline editing processes.
- Utilized SEO techniques to optimize content for search engine rankings.
- Wrote and created content for various topics and mediums.
- Collaborated with design, editorial and marketing departments to meet desired content goals.
- Delegated and tracked each staff member's assignments and deadlines.
- Pitched content strategies and managed asset acquisition.
Senior Customer Service Representative
Synchrony
07.2017 - 08.2019
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Processed, scheduled and executed customer orders for new and established customers.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call/email/chat guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Statistics And Computer Science
Little Flower Degree College
Hyderabad 04.2001 -
Skills
Client management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Analyst
Vaco
02.2021 - Current
Content Moderator
Wipro
12.2019 - 12.2020
Senior Customer Service Representative
Synchrony
07.2017 - 08.2019
Bachelor of Science - Statistics And Computer Science
Little Flower Degree College
04.2001 -
Languages
English
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)