Ruchi Duhan

Project Handled : Coinbase(BFSI) & Klarna

• Conducted ACPT analysis to identify agent errors and delivered targeted feedback to improve performance.
• Performed FCR, A2A transfer, and detractor chat audits to identify trends and recommend process improvements.
• Presented data insights to stakeholders and senior management, enabling informed decision-making.
• Reported quality metrics regularly, highlighting consistency gaps and production issues.
• Flagged non-compliant calls and identified root causes.
• Collaborated with cross-functional teams to drive process improvements and resolve quality issues.
• Proposed multiple process enhancement ideas and led teach-back sessions to ensure alignment across teams.

• Conducted thorough root cause analyses on recurring defects and high AHT chats, resulting in the implementation of effective corrective actions
• Listened to calls either recorded/live and side barge while communicating feedback and carried out various audits , such as BQ audits, Non-BQ audits and suspicious audits.
• Design and implement new parameters for quality assessment , ensuring a comprehensive evaluation
• Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
• Doing audits of audit for the data annotation team and giving them the training as well
• Auditing the AI chats, analyzing the RAW data and identification of error by suggesting improvements on the chat process to the CEO team
• Consistently participated in weekly business reviews, contributing valuable insights and ensuring alignment with strategic goals.
• Contributed to several key projects including: collection academy (BQ agents), the QA mentoring Plan, and development of comprehensive SOPs, all aimed at improving performance and operational efficiency
• Launched self - driven initiatives, including 'Knowledge Nuggets" , "Visual awareness" , and "Project Optics", aimed at enhancing team knowledge and fostering visual engagement.

Project Handled : Wazirx

• Mentored junior team members, contributing to their professional growth and development
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives
• Fostered culture of continuous improvement, identifying and implementing process optimizations.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction
• Proficient in crafting professional and effective email communications to address customer inquiries , provide relevant information and resolve issue
• Practicing regular audits to analyze and interpret data to identify trends and making recommendations for process optimization

• Negotiated and closed long-term agreements with new clients in assigned territory.
• Conducted extensive market research to identify potential leads and develop targeted marketing strategies.
• Reached out to potential customers via telephone, email, and in-person inquiries internationally
• Created and maintained database containing information on business proposals and contacts.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
• Described product and service details to customers to provide information on benefits and advantages
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided
• Collaborated with cross- functional teams, including escalation team, to address complex customer issues and provide prompt solutions

Project Handled : ICICI Lombard Health Insurance

• Analyzed and underwrote health insurance policies resulting in increase profitability for the company
• Provided excellent customer service to brokers resulting in increased business and client retention
• Collaborated with other departments to ensure clients received the best possible service
• Cultivated client relationships through high levels of direct communication to maintain customer loyalty.