Reviewed and provided guidance on how to manage and handled the data structure. Which will be useful to get the analysis done on time.Performed Statistical Analysis within Excel and Python.Streamlined the Reports in a way that can be useful for the internal and external stakeholder to understand the requirements and plan the forecasting volumes.Handling the Data Analyst Associates and assign the tasks as required for the WBR / MBR and QBR.With providing the insights on how they can work faster and easier with the desired outcome.Also, interacting with the client on understanding what type of views they are looking for in the business review meet and accordingly cascade the info to the team and guide them in case needed.

Managing Q3 & Q4 teammates with below performance level, facilitating daily briefing, identifying their challenges and guiding them to tackle or overcome that particular scenario; maintaining MoM of each briefing.Interfacing between advisors in Q3 & Q4 and their respective TLs and assisting advisors in achieving the best performance.Mentoring team in meeting SLAs with minimal errors; forwarding updates to team through Mass Mailer.Updating records like shrinkage sheet and performance tracker including the people error report for the entire team; creating reports on performance and efficiency of team members and ensuring compliance with the pre-set quality parameters so that the business can achieve the key metrics.Ensuring the achievement of the highest ASAT & CSAT targets and multiple performance awards for team.Providing feedback after monitoring calls and analysing individual performance of teammates; directing them in problem identification, problem solving and continuous improvement measures implementation.Monitoring daily shrinkage & absenteeism and co-ordinate with the WFM Teams.Administering floor activities like sessions, huddles and PKTs from time to time.Reporting trends & problems as well as team’s performance with insights to the second level teams and senior leadership; compiling content usage reports related to knowledge portals.

• Always met with the SLAs, with minimal errors and top the batch.• Apart from the SLAs, also assisted the Team Leader with various operational works.• As a personal initiative maintained the internal record for the team.• Records included Shrinkage Sheet and Performance Tracker including the Break Tracker.• Data sheets shared via MS Excel were for individual as well as for entire batch, shared on daily, weekly andmonthly basis.• Conducting team meeting on daily / weekly basis with regards to their performance, break and otherchallenges.• Always there to help team members and colleagues in solving their queries and achieving their SLAs.• As a personal initiative, taking briefing on various scenarios which team can face while performing on day today operations.

• Administrative support for all data entry as per client requirement for each job.• Allocating daily jobs and workloads to the team.• Managing records for the team performance and progress on daily and monthly basis.• Maintained high-level product knowledge and received positive feedback from the client surveys for conveying proper product features and benefits with the client.• Conducting training sessions for the new joiners.• SLA Management• Maintaining data records based on the project needs.• Handling roster for the team, based on the forecast of the process.• Conducting Skype calls with clients for the updates.• Overviewing the team work on behalf of lead.• Created and maintained an organized daily report to be shared with the clients on daily basis.• Managing all reports for the teams.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.• Leading and managing team member of 18-21 associates.• Allocating daily jobs and workloads to the team.• Task reviews by end of the day and keeping project status documents up to date.• Managing team performance and progress on daily and monthly basis.• Monitoring the performance of junior team members.• Professional and product training to new joiners.• Incident Management• SLA Management• Conduct training sessions for PAN India stakeholders to introduce newly released changes.• Point of contact between Company and Client.• Meeting client, understanding, identifying their needs and implementation of project strategies.• Maintaining data records based on the project needs.• Verifying and maintaining documentations, as per project requirements.• Maintain time lines as per standard operating procedures (SOP).• Preparing monthly reports (MIS) on project activities and outcomes.• Handling pre-audit requirements and ensure corrective actions for non-compliance.• Reviewing the daily work of the team.• Created and maintained an organized database of MIS and other daily reports to be shared with the clients on daily basis. • MIS reports included the complete call handling as well as sales done by the Customer Care Executives on daily basis.• In a short period of time, earned management's trust by serving as key holder and received the position of a Mentor.• Managing roster for the team.• Review of daily, weekly and monthly reports which includes audit sample, call monitoring,• Review of Adverse event form, Monthly dashboard, documentation.