Swagat Nayak
Process Analyst
Cuttack
Summary
Customer service professional with 6+ years of experience in process analysis, client support, and issue resolution. Skilled in handling high-volume customer interactions, ensuring service quality, and maintaining strong client relationships. Recognized for problem-solving, communication, and team collaboration.
Overview
7
7
years of professional experience
Work History
Process Analyst
Accenture
07.2018 - 05.2024
- Led regular meetings with PSMs & clients to resolve emerging issues, improving client satisfaction.
- Developed innovative solutions using strong analytical and problem-solving skills, reducing repeat issues.
- Collaborated with cross-functional teams to ensure smooth process execution.
- Skilled at working independently as well as in a team environment.
Technical Support Associate
Knoah Solutions
04.2017 - 03.2018
- Resolved customer technical issues via chat and calls, restoring service functionality and minimizing downtime.
- Handled high-volume customer queries efficiently, maintaining SLA compliance.
- Calmed escalated customers and delivered timely solutions, preventing client churn.
- Researched, analyzed, and resolved diverse technical issues across multiple systems and applications.
Education
Bachelor of Technology - Computer Science
Centurion University of Technology & Management
03.2015
Skills
- Customer Relationship Management (CRM)
- Client Communication
- Issue Resolution
- Google Sheets
- MS Word & MS PowerPoint
- Team Leadership
- Effective Communication
Accomplishments
- Supervised a 30-member team in the absence of the team lead, ensuring seamless operations.
- Created process documentation and trained team members on product knowledge and workflows.
- Performed quality audits to identify errors and improve accuracy.
- Handled escalated cases (Executive, Legal, Client) effectively, preventing loss of business.
- Identified trending user issues through data analysis and shared insights with leadership, improving process metrics.
- Received multiple “Best Employee” awards for outstanding performance.
Timeline
Process Analyst
Accenture
07.2018 - 05.2024
Technical Support Associate
Knoah Solutions
04.2017 - 03.2018
Bachelor of Technology - Computer Science
Centurion University of Technology & Management
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