Yogita Pardeshi

• Data Collection and Analysis: Analyzed data to identify actionable trends, patterns, and insights informing business decisions
• Gap Analysis: Identify gaps between current processes and desired outcomes, and recommend solutions to bridge these gaps
• Process Enhancement and Modelling: Developed and optimized business processes, leading to increased operational efficiency.
• Solution Implementation and Testing: Oversaw solution implementation and conducted thorough testing to confirm alignment with business needs.
• Stakeholder Management and Communication: Engaged with stakeholders to gather requirements and communicate insights, ensuring alignment with business objectives.
• Risk Management: Assessed potential risks and implemented strategies to mitigate them, enhancing project outcomes.
• Creating Functional Specifications: Document detailed functional specifications for new systems or enhancements
• Training and Support: Provided comprehensive training and support to end-users, facilitating smooth transitions to new processes.
• Continuous Improvement: Continuously seek ways to improve business processes and systems

• Data Governance & Systems Management

· Access Control: Managed secure user access permissions for sensitive accounts and executed bulk system updates via MS Access.

· Data Integrity: Validated cross-team user data migration and maintained high-quality customer registries within the Siebel CRM database.

• Customer Experience & Analytics

· Performance Insights: Developed dynamic Siebel dashboards to monitor monthly CSAT performance and enhance operational customer satisfaction metrics.

· Service Recovery: Managed service recovery operations for dissatisfied clients and ensured data quality across multiple directorates.

• Operations & Business Intelligence

· Process Efficiency: Analyzed Right First Time (RFT) order completion metrics to maximize commercial operational efficiency.

· SLA Monitoring: Tracked organizational revenue reports, monitored new business pipelines, and evaluated strict BT SLA occupancy targets.

• Service Support & Enablement

· Technical Support: Delivered multi-channel global technical support for Siebel platform users while compiling strategic client feedback.

· Knowledge Management: Led internal process assessments and created standard operating procedure (SOP) documentation to streamline technical workflows.

• Technical Support: Resolved complex hardware and software issues for US-based HP desktop customers, ensuring high satisfaction and quick troubleshooting.
• Sales & Upselling: Drove revenue by matching customers with appropriate HP desktops, printers, and accessories based on individual requirements.
• Warranty Services: Audited system warranty statuses and recommended customized protection or extended care plans to fit client needs.

• Global Client Management: Managed diverse client accounts across Australian, UK, and US markets, adapting communication styles to meet varied regional standards.
• Multi-Product Sales: Drove sales across telecommunications and financial sectors, successfully pitching landline plans, mobile devices, and mortgage options.
• Leadership & Escalations: Acted as interim team lead and escalation point of contact during the absence of verifiers and quality SPOCs, ensuring seamless daily operations.

• Card Services: Upgrading cards and offering new financial schemes to customers.
• Loan Offers: Giving personal loans based on how well the customer uses their credit card. Presenting the features and benefits of the new schemes to the customers in an interesting manner so that they can relate to it.

Offering personal loans to customers according to their financial history on credit card.

Customer Communication: Explaining card features simply so customers understand the benefits.

• Account Management: Helping users open new bank accounts easily and managing their current accounts.

Handling banking accounts of the customers. Helping customers to open a bank account with the hassle-free process