ARIJA GULZAR

Working as Senior Analyst with Data Analysis, Strategy & Insights team to anticipate project risk & constraints & proactively work on solutions to address the risk. Digs into the raw data to detect patterns, trends, uncovers insights & converts it into meaningful information for decision making. Designs meaningful dashboards to communicate business decisions based on analysis. Works on sales funnel management which involves monitoring, analyzing & automation. Handles projects & manages timelines, deliveries as Project consultant. Independently managing assigned projects and clearly communicates progress and barriers to higher management. Manages & mentors' team of junior analysts. Trains new members of onboarding team. Works with Data analytics team on data integrity issues which involves dataset maintenance. Handles data extraction requests using SQL queries from data warehouse. Performs ad hoc reporting and analysis using a range of tools like Google sheets, Excel, Power BI, Looker. Auditing customer responses received through surveys to identify improvement areas & to drive strategic sales. Works with higher management to prioritize business needs. Interprets data, analyzes results, and provides ongoing reporting daily, weekly upon to management. Maintains well-organized and insightful reports and other forms of data visualizations to support business awareness and decision-making using visualization tools. Develops reports and analysis that effectively communicate trends patterns and predictions using relevant data. Provides compliance support by managing licensing across company's active loan pipeline.

Administered interactions with customers and clients using data analysis to study large amount of information. Compiled data from a range of different communication channels to cater needs of customers & clients. Handled customer cases which included orders & complaints related to broadband, TV & phone services. Participated in projects to drive efficiencies & improvements in customer service. Helped with recommendations and guided team to identify gaps and opportunities and drive effective communication. Highlighted issues to ensure customer satisfaction. Handled higher escalation offline cases. Responded to customer issues received through a queue system & dealt with each one in line & resulted in high level of customer satisfaction on a consistent basis.

Monitored calls and provided actionable insights to ensure customer satisfaction and revenue generation. Managed team of 30-40 members. Provided trainings to agents on quality parameters. Analyzed the root causes for the defects identified through the audits. Prepared quality reports for managers. Conducted daily briefings, refresher sessions on regular basis. Trained new hires on all quality metrics and guidelines.

Worked with CEO Escalations team to ensure customer satisfaction and business improvement. Handled CEO Escalations via call and email. Highlighted the errors, created RCAs, and provided resolution within TAT. Provided trainings and performance sessions to team. Provided floor support, audited calls & emails to improve the quality of the team as per the requirement & post shifts. Conducted refresher trainings on process updates (E-commerce) to the team on daily basis. Audited Customer feedback experience score files independently to improve the quality.