Yogendra Pal
Greater Noida
Summary
Experienced professional adeptly merging customer service and business analysis prowess, complemented by strong analytical skills. Demonstrated success in roles spanning customer support and business analysis, offering a distinctive blend of customer-centric focus and data-driven insight. Skilled at unraveling intricate challenges, extracting actionable intelligence from complex data sets. Eager to leverage expertise to elevate customer experiences.
Overview
9
9
years of professional experience
Work History
Business Analyst
Barclays
09.2021 - Current
- Performed gap analysis to identify areas of improvement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Executed analysis of risks and identified risk mitigation strategies.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Collaborated with stakeholders to define project objectives and criteria.
Process Advisor-Level 2 Complaint(Escalation Desk)
Barclays
03.2018 - 08.2021
- Managed Level 2 complaints prior to escalation to Financial Conduct Authority (FCA).
- Analyzed customer history and call recordings to determine optimal complaint resolution.
- Applied accurate complaint codes and categorized cases based on internal procedures.
- Assessed complaint seriousness to decide whether they should be upheld or not upheld.
- Trained new team members and conducted process-related refresher sessions.
- Listened to customer calls to identify recurring issues and conducted root cause analysis.
- Utilized various tools for investigating frequent complainers and underlying causes.
- Prepared daily and monthly reports showcasing key metrics and complaint trends.
- Coached colleagues to achieve monthly and quarterly performance targets.
- Ensured precise reporting of Monthly Information (MI) for team assessment.
Process Advisor
Barclays
03.2014 - 02.2018
- Provided exceptional customer support by addressing queries related to credit card services, ensuring customer satisfaction and issue resolution.
- Collaborated with team members to enhance Net Promoter Score (NPS) by sharing insights, best practices, and contributing to customer-centric approach.
- Managed NPS metrics by creating visually appealing dashboards and comprehensive reports for Noida and Mumbai sites, facilitating data-driven decision-making.
- Demonstrated expertise in managing Average Handling Time (AHT) adherence, optimizing efficiency and maintaining service standards.
- Assisted team members with process-related queries, leveraging in-depth knowledge to streamline operations and ensure consistent service quality.
- Conducted process-related refresher sessions for new team members, addressing queries and providing insights to improve NPS scores and other key parameters.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
Education
Bachelor of Science - Mathematics And Computer Science
Dr. Bhim Rao Ambedkar University
Agra07.2008
Skills
- Analytical skills
- Problem Solving
- Time Management
- Customer account management
- Complaint resolution
- MS Excel,SQL & Power BI
- Communication
- Business Analysis
- Attention to detail
- Stakeholder Management
Certifications and Licenses
- Jira Software (2019) Certification | LinkedIn
- Agile Project Management with JIRA Cloud: 1 Projects, Boards & Issues | LinkedIn
- SQL Certification | Udemy
Profession Relevant Skills
- Proficient in data analysis using Excel, SQL, and visualization tools.
- Skilled in eliciting and documenting business requirements.
- Experienced in mapping and optimizing business processes.
- Capable of developing clear use cases and user stories.
- Proficient in creating comprehensive requirement documents.
- Strong communication skills with stakeholders.
- Problem-solving with a balance of technical and business considerations.
- Creates prototypes and mockups for visual representation.
- Applies change management principles for smooth transitions.
- Familiar with Agile methodologies.
- Strong critical thinking and analytical abilities.
- Creates clear and concise documentation and reports.
- Ensures quality assurance of developed solutions.
- Quickly understands different business domains.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Hobbies and Interests
Exploring New Technologies & listening to music
Timeline
Business Analyst
Barclays
09.2021 - Current
Process Advisor-Level 2 Complaint(Escalation Desk)
Barclays
03.2018 - 08.2021
Process Advisor
Barclays
03.2014 - 02.2018
Bachelor of Science - Mathematics And Computer Science
Dr. Bhim Rao Ambedkar University
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