Yash R. Email & Phone Number

Kolkata, Wb, In

Conducted root cause analysis and created Excel dashboards, resulting in a 19% reduction in ticket reopening cases.Collaborated with teams to implement solutions, reducing ticket volumes by 27-40%.Diagnosed and resolved complex technical issues, leading to a 35% reduction in escalated tickets.Analyzed data trends to optimize support processes and improve operational efficiency.Implemented automation in reporting, saving time and reducing manual errors.Assisted in the design of new workflows, streamlining operations and reducing redundancies.Skills: Root Case Analysis, Excel Dashboard Development, Technical Issue Resolution, Data Trend Analysis, Automation in Reporting, Workflow Design, Project Management, Team Training

Designed an Agent Performance Dashboard to boost First Call Resolution and CSAT scores, also optimizing the monitoring and analysis of key performance metrics.Improved user support efficiency by managing high-volume queries with an average handling time of 12 minutes, ensuring prompt resolutions.Led process training initiatives for new joiners, improving team knowledge.Analyzed data to pinpoint issues, collaborating with teams for resolutions.Enhanced customer satisfaction by reducing support escalations and streamlining support processes through data-driven insights.Implemented feedback loops to continuously improve support processes.Skills: Dashboard Development, User Support Optimization, Process Training, Data Analysis, Customer Satisfaction Improvement, High- Volume Query Management, Feedback Loop Implementation, Process Improvement.

Recruitment Support: Assist in job posting, screening resumes, coordinating interviews, and managing candidate communications.Onboarding: Help with the onboarding process, including preparing new hire documentation, conducting orientations, and ensuring a smooth transition for new employees.HR Administration: Maintain and update employee records, assist with HR-related documentation, and ensure compliance with company policies.Employee Relations: Support HR activities related to employee engagement, welfare, and communication.Learning & Development: Assist in organizing training sessions, workshops, and development programs.HR Projects: Participate in various HR projects and initiatives, contributing to process improvements and strategic HR goals.General Support: Provide administrative support to the HR team as needed, including handling inquiries, scheduling meetings, and managing calendars.

Master Of Business Administration - Mba, Human Resources And Operations Managment

Master, Business Administration (Operations Management)

Bachelor Of Commerce - Bcom, Accounting And Business/Management

Data Analytics And Visualization, Data