Simranjit Singh

Key Responsibilities Areas:

• Successfully completed multiple projects
• Data Cleaning, modeling, mapping and auditing the clients data through various tools like Excel, Alteryx Etc.
• Created multiple reports using Tableau, Power Bi, Excel and VBA
  Manipulating large data sets and use them to identify trends and reach meaningful conclusions to inform strategic business decisions
• Ensures that task are completed within the set timelines and
  encouraging team success
• Design data modelling processes to create algorithms and predictive models and perform custom analysis
• Finding analytical solutions to abstract business issues
• Look beyond what's on the surface to discover patterns and solutions within the data.
• Communicate across a diverse audience across all levels of an
  organization.
• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
• Recruited new members for business analytics team to support division growth and create strong and productive department
• Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Surveyed clients to ascertain requirements and expectations for product.

Key Responsibilities Areas:

• Capture, Interpret & analyze data for different line of businesses using statistical techniques and provide fruitful insights
• Develop and implement database, data collection system, data analytics and other strategies that optimize statistical efficiency and quality
• Generate and distribute management reports in accurate and timely manner
• Handling various operational and client deliverable reports
• Maintain planning and scheduling efficiency and work with operations to drive hiring and reallocation decisions.
• Suggest action plan to real time teams by reviewing and analyzing
  the performance of the program
• Prepare Daily, Weekly, Monthly and Adhoc reports
• Prepare presentations, graphs for management business reviews
• Provide recommendations to update current MIS to improve reporting efficiency and consistency
• Perform data analysis for generating reports on a periodic basis
• Design; build Power BI Dashboard in Power BI Desktop tool
• Provide strong reporting & analytical information support to internal and partner management team
• Work with business transformation team to automate the reports for improve efficiency of work
• Work closely with Business Analytics team for designing reports on various BI Tools
• Generated ad-hoc reports to evaluate specific business requirements.
• Generated standard and custom reports to provide insights into business performance.
• Developed complex dashboard and reporting tools to track business performance metrics.
• Identified patterns and trends in large data sets and provided actionable insights.
• Developed customized reports, summarizing and presenting data in visually appealing format.

Key Responsibilities Areas:

• Handled various Lob's in JIO as CEA (Outbound, JIO Money, Inbound & Postpaid)
• Execute Cross Audits/Supervisor Calls Audits/Hygiene Checks – (C-SAT / Low NPS/ Repeat Analysis/ High AHT Analysis/High Hold Analysis/Defect analysis etc.)
• Drive Audit Accuracy/Audit Coverage/Feedback Coverage/Action Plan to Improve the Customer Experience and to ensure that all things accurately done
• To generate intelligence by performing data analysis and give ideas and suggestions for improve customer experience
• Conduct weekly internal calibration with respective Ops Team Leads and Trainers to ensure to be on same page and no understanding gap while gauging quality of agents
• Conduct reviews with the aligned supervisors to know the Root Cause of defect areas and to implement POA for better process improvement
• Produced detailed and relevant reports for use in making business decisions to external stakeholders
• Conduct quality sessions with teams to make them aware of the common errors on the calls and also to suggest how to improve call quality and better customer experience
• Share RCA's and top parameter wise defects with team to improve the customer experience and implement them to execute in better results
• Responsible for sharing daily audit findings with team to add them in briefing sessions to curb the defects and in order to inculcate the right process.

Key Responsibilities Areas:

• Managed the Transaction Quality Audits for Data Analyst Team
• Interacted with clients on regular bases for process updates, queries and suggestions
• Conduct the daily briefing and weekly refresher sessions with aligned team
• Conduct Calibration sessions with Operation & Training team on regular intervals
• Provide feedback and suggestions on process improvement to stakeholder and management
• Publish daily defects dashboard, regular quality related reports on weekly and monthly basis to management team at defined intervals
• Share error findings on real time basis and conduct Root Cause Analysis on process deviation
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Monitored KPIs to proactively address bottlenecks and quality issues.

Key Responsibilities Areas:

• Worked as a PAN India Lead MIS Quality in Tata sky Process
• Prepare Quality Dashboard for PAN India Tata Sky Process (Inbound, Outbound and Back Office)
• Publish Daily Audit Quality Report to internal and external stakeholders
• Prepare all Quality Ad-hoc reports (Call Calendar Adherence, Feedback Adherence, Parameter Wise Non-Adherence etc.)
• Prepare Monthly PMI Report for PAN INDIA Tata sky Quality Executives and Quality Team Leaders
• Handled multiple reports, working with formulas, pivot table, Logical functions, pivot chart & various others excel components to provide accurate results
• Interacting with client directly through scheduled daily/weekly business conversation
• Analyze business information to identify process improvements to increase business efficiency and effectiveness
• Generate and distribute standard Monthly/Quarterly business management reports for QBR/MBR on a timely basis
• Provided recommendations to update current MIS to improve reports efficiency and consistency

Key Responsibilities Areas:

• Responsible for Transactional Quality Audits with customers, area managers, and Area sales managers
• Responsible for one to one feedback to the agents in order to inculcate the right process, behavior and to provide excellent customer service
• Prepare various reports including defect analysis, training need identification , compliance audits and quality trend reports
• Represented Quality Department in calibration with other Centers and Client
• C-SAT and Quality scores improvement for bottom-quartile.
• Initiate and Implement key initiatives for Process improvement
• Conduct Quality Session with agents to make them aware on common error on calls and also to suggest a corrective plan to reduce the same.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Key Responsibilities Areas:

• Offered on call support for laptop and dongle connectivity, mobile data internet to personal computer connectivity to end users.
• Configured hardware, devices, and software to set up work stations for customers.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Configured handset configuration in simulator and worked with internal support team