Sanjay Kumar Email & Phone Number

Noida, Up, In

Noida Area, India

Key responsibilities• Work closely with Project Managers, Support Managers, Developers and the wider analytics team to determine opportunities for improvement. • Provide data-driven insight and analysis to reveal patterns, problems and areas of opportunity for our customers. • Plan, execute and analyse A/B tests that direct our web development and user experience• Use expert knowledge on customer behaviour to contribute to strategic initiatives• Work with stakeholders to design and create actionable reports and dashboards• Collaborate with the User Research team to support and enhance their qualitative findings with quantitative data

Gurgaon, India

Project- Google's Account Recovery Investigation team requires solid analytical skills to investigate client's Google account. To provide 100 % quality in terms of returning an account to the correct owner was a big challenge.Key Responsibilities. Liaising with Google employee to develop algorithms that are critical for investigation. Handling escalations from vendor agents to troubleshoot customer issues, prioritizing and escalating issue reported. Managing and optimising issue workflow and proactively identifying support needs.. Handling a team of more than 20 associates. Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimise . . existing or new processes and tools.. Quality review/check . Initiated and implemented Quality Contests – an informative contest with high engagement and knowledge enhancement in Quality and Claims.. Implementing quality improvement initiatives in the Service Center to improve service delivery.. Conduct briefings and team meetings for team status, updates, new product information and policy and procedure changes.

Gurgaon, Haryana, India

Project-INTUIT (Quicken) is a US based personal/business finance software that manages all your financial activities. Quicken has transformed the financial lives of millions of consumers and remains the top personal money management software. As a support team ensured dedicated technical support. In addition, we were also focussed on delighting customers and working hard to make the Quicken product & experience better than ever. As an SME, I was responsible for shaping a Beta team every year to rigorously test the new version of the software. Creating proper test cases, Provide informative feedbacks, coordination with the QA and PD team and assure its fixes on stipulated timeframe. Key Responsibilities. Supporting a team of 25+ 1st and 2nd level associates. Cultivate positive and enduring relationships with customers and the IBM employees as well as with other SMEs and the Managers.. Handling call/cases calibrations and Technical & Commercial Escalations. Mentoring and providing skilling and training to the first and second line agents.. Conducting daily pre/post shift huddles to impart proper education about the daily updates and measure performance. Attending daily meetings with the clients to share necessary operational information. As a part of Beta Testing Team, Testing all the functionalities of the software, categorising them on the basis of Severity.. Building the testing report and working together with PD and QA team. Preparation of Daily Job Report, which includes the TAT status, Contact Volume, and the FTR (First Time Right)details of the job.. Accurately assess client requirements, identify issues, make quick decisions and provide solutions dealing with conflicting client requirements where necessary.. Maintain workflow balance and team management for meeting crucial deadlines.. Co-ordinate with escalation team to get approval on critical cases and foreclosure cases.

Bachelor Of Computer Applications, Computer Application, A

Studied Computer Application

Business/Commerce, General, A

High School, A

Completed (I.C.S.E 10th)