Rezinold Neil Deepak D
Assistant Manager - Research And Analytics
Chennai
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager
Concentrix
Chennai
04.2022 - Current
- Created Excel dashboards to assist with pulling metrics data and presenting information to stakeholders. This improved overall business performance by having data readily available, and can also help detect and prevent potential problems before become issues.
- Utilized data visualization tools to effectively communicate business insights
- Identified, analyzed and interpreted trends or patterns for various projects like connect to customer, sale conversion and repeat calls
- Net Promoter Score and Benchmark Analysis for Amazon Audible - Japan, Australia, India
Quality Analyst
Episource
Chennai
06.2020 - 02.2022
- Audited 40 calls & emails on daily basis
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve quality while increasing productivity.
- Developed training materials and work instructions to supplement new team member onboarding.
- Participated in departmental meetings to establish short- and long-term strategy.
- Conducted calibration calls with team leaders and managers to check and align rating techniques to provide same level of feedback from all reviewers.
- Analyzed quality and performance data to support operational decision-making.
- Performed unavailable call analysis to increase connect rate in outbound process
Senior Quality Analyst
Quscient Technologies
Chennai
12.2016 - 02.2019
- Audited 25 transactions on daily basis and provide coaching to agents .
- Compiled and distributed weekly feedback to team leaders and managers to improve quality while increasing productivity.
- Participated in departmental meetings to establish short- and long-term strategy.
- Conducted calibration calls with team leaders and managers to check and align rating techniques to provide same level of feedback from all reviewers.
- Analyzed quality and performance data to support operational decision-making.
- Created team of Quality analysts and trained on performing quality audits and coaching agents on failed parameters
- Conducted training sessions across all projects on Process and communication parameters
Senior Quality Analyst
CSS Corp
Chennai
05.2014 - 11.2016
- Audited 50 transactions on daily basis and provide coaching to agents
- Compiled and distributed weekly feedback to team leaders and managers to improve quality while increasing productivity.
- Participated in departmental meetings to establish short- and long-term strategy.
- Conducted calibration calls with team leaders and managers to check and align rating techniques to provide same level of feedback from all reviewers.
- Analyzed quality and performance data to support operational decision-making.
- Conducted training sessions across all projects on Process and communication parameters
- Initiated six sigma project on reducing Business Critical errors and reducing AHT
Technical Support Executive
CSS Corp
Chennai
04.2013 - 05.2014
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in chat.
- Maintained customer satisfaction ratings above 90% with good quality scores above 95%
Education
MBA - Business Analytics
SRM University
Chennai 01.2023 - Current
Bachelor of Arts - Public Administration
Madras University
Chennai 01.2014 - 12.2020
High School Diploma -
Narayana College
Nellore 04.2001 - 03.2003
Skills
Data Analysis using Microsoft Excel & Power BI
Coaching
Client Service
Data Visualization
Problem Solving
Communication
Certification
Six Sigma Green Belt
Timeline
MBA - Business Analytics
SRM University
01.2023 - Current
Assistant Manager
Concentrix
04.2022 - Current
Quality Analyst
Episource
06.2020 - 02.2022
Six Sigma Black Belt
01-2020
Six Sigma Green Belt
01-2017
Senior Quality Analyst
Quscient Technologies
12.2016 - 02.2019
Senior Quality Analyst
CSS Corp
05.2014 - 11.2016
Bachelor of Arts - Public Administration
Madras University
01.2014 - 12.2020
Technical Support Executive
CSS Corp
04.2013 - 05.2014
High School Diploma -
Narayana College
04.2001 - 03.2003