Sannidhi Shetty
Reporting Analyst & Admin
Mumbai
Summary
Driven Reporting Analyst & Admin offering 2 years of effective reporting analysis and admin tasks and 3 years as Quality Analyst and Sr. CSR in call center environments. Excellent data analysis knowledge and skill for continuous improvement. Eager to contribute Power Query and Advance Excel Skills to team. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Speech Analyst
Teleperformance Pvt Ltd
Mumbai
07.2022 - Current
- Collaborated with team members to achieve target results.
- Some of my tasks as Speech Analyst is Category creation, Syntax building, Call Listening.
- Created Hierarchy for AIG from scratch. Created and maintained users for AIG site.
- Complex Dashboard Creation to show progress of each project such as SSE, AIG, Dyson.
- Used coordination and planning skills to achieve results according to schedule.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed team communications and information for meetings.
- Created plans and communicated deadlines to complete projects on time.
- Improved operations through consistent hard work and dedication.
- Carried out day-to-day duties accurately and efficiently.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Resolved problems, improved operations and provided exceptional service.
Reporting Analyst & Admin
Sitel India Pvt. Ltd.
Mumbai
11.2019 - 05.2022
- Worked as a Reporting Analyst & Admin for various major clients such as Scottish and Sourthern Energy OVO (UK & PH) , John Lewis (UK & PH) , Michelin, Virgin Media. I have created complex dashboards from basic raw data and provided feedback on major scores such as AHT, Call Transfer Rate, Percent Silence which helped the operations team to drive and improve performance within their organization.
- Created and maintained users in CallMiner portal. Updated weekly look up tables for Hierarchy update.
- Some of my other tasks as Admin was setting up a new site, Initial configuration, Metadata configuration, Create Users, Reset Passwords, Hierarchy Configuration.
- Defined reporting requirements to support call center strategy and drive improvements.
- Resolved variances in performance reports through root cause analysis and review of internal performance reports.
- Maintained ongoing schedule and documentation for all reporting procedures.
- Improved existing reporting by researching data sources, compiling data and designing output.
MIS Executive and Quality Manager
Inncrewin Technologies Pvt Ltd
Bangalore
04.2018 - 03.2019
- Worked as a MIS Manager and purpose of my role was to provide the necessary information to the managers and supervisors at various levels to help them to discharge their functions of organizing, planning, control and decision making. Also, I worked as a Quality Manager and verified new sales before forwarding it to Set up team
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Equipped and organized facility to comply with company strategy for online and offline quality controls.
- Managed and archived quality documentation and participated in internal and external quality audits.
Senior Customer Service Representative
Intelenet Global Services
Mumbai
09.2015 - 07.2016
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
Senior Customer Service Executive
First Source Limited
Mumbai
11.2014 - 08.2015
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
Education
HSC - Commerce
V.k.Krishna Menon Collage of Commerce And Economic
Mumbai 06.2011 - 03.2013
SSC -
Navodaya English High School
Mumbai 06.2010 - 03.2011
Skills
Accuracy and efficiency
Gender
Female
Date of Birth
12/10/1995
Timeline
Speech Analyst
Teleperformance Pvt Ltd
07.2022 - Current
Reporting Analyst & Admin
Sitel India Pvt. Ltd.
11.2019 - 05.2022
MIS Executive and Quality Manager
Inncrewin Technologies Pvt Ltd
04.2018 - 03.2019
Senior Customer Service Representative
Intelenet Global Services
09.2015 - 07.2016
Senior Customer Service Executive
First Source Limited
11.2014 - 08.2015
HSC - Commerce
V.k.Krishna Menon Collage of Commerce And Economic
06.2011 - 03.2013
SSC -
Navodaya English High School
06.2010 - 03.2011
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