Summary
Overview
Work History
Education
Skills
Timeline
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SHREYA

New Delhi,DL

Summary

Senior Analyst with expertise in performance reporting and stakeholder coordination at Hero Vired. Achieved significant improvements in customer satisfaction through effective escalation management and process optimization. Proficient in Excel, enhancing data visibility and operational efficiency.

Overview

6
6
years of professional experience

Work History

Senior Analyst

Hero Vired (A Hero Group Company)
06.2024 - 09.2025
  • Analyzed and interpreted program data using Excel.
  • Regularly communicated with learners (students) via email, chat, and video calls to understand their experience, collect feedback, and resolve concerns.
  • Managed candidate-learner allocation on Vlearn to ensure learners had suitable mentors, and that transitions were smooth.
  • Created dashboards and reports to share with stakeholders on metrics like NPS, satisfaction, resolution time, and learner engagement.
  • Handled escalations from learners, tracked customer satisfaction (CSAT), and made sure issues were addressed quickly to maintain positive sentiment.
  • Maintained detailed logs of learner feedback and delight stories; used this insight to recommend improvements in onboarding, training, and delivery.
  • Awarded 'Best Performer of the Month - November 2024' for outstanding performance for stakeholder collaboration.

Analyst - Intern

Hero Vired (A Hero Group Company)
10.2023 - 06.2024
  • Assisted in analyzing placement data, and preparing performance reports for stakeholders.
  • Supported process improvement initiatives by identifying workflow inefficiencies, and recommending actionable solutions.

Senior Process Executive - Operations

COGNIZANT
07.2021 - 09.2023
  • Managed high-priority escalations from clients across the USA, UK, Australia, and India, engaging in direct conversations to understand complex ad account issues, set clear expectations, and ensure timely resolution while maintaining the CSAT.
  • Managed and resolved clients' queries efficiently, adhering to specified TAT guidelines.
  • Guided and trained new joiners to help them fulfill their OKRs.
  • Maintained daily, weekly, and monthly performance reports for stakeholders, illustrating KPIs, and recommending data-driven adjustments.
  • Awarded 'Best Employee - October 2022' for impactful contributions to performance reporting during Q4 2022.

Associate Consultant

Regalix
05.2019 - 08.2020
  • Assisted clients via phone and Google Meet to optimize Google Ads campaigns, resulting in improved click-through rates and conversion rates across the global market (USA, UK, and Australia).
  • Maintained high customer satisfaction (CSAT) by promptly and clearly resolving ad serving and performance issues.
  • Diagnosed campaign issues and recommended adjustments to budgets, keywords, and ad copy to enhance campaign effectiveness.

Education

BSc - Computer Science

St. Joseph Degree and PG College
05.2019

Skills

  • Operations Management
  • Process Optimization
  • Excel Automation
  • Workflow Management
  • Performance Reporting
  • Escalation Handling
  • Stakeholder Coordination
  • Client Communication
  • Problem Solving
  • Time Management
  • Team Support & Training
  • Customer Service
  • Critical Thinking
  • Documentation & Reporting
  • Client relationship management

Timeline

Senior Analyst

Hero Vired (A Hero Group Company)
06.2024 - 09.2025

Analyst - Intern

Hero Vired (A Hero Group Company)
10.2023 - 06.2024

Senior Process Executive - Operations

COGNIZANT
07.2021 - 09.2023

Associate Consultant

Regalix
05.2019 - 08.2020

BSc - Computer Science

St. Joseph Degree and PG College

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