Key Achievements | Operational Efficiency & Customer Servicing
• Increased operational efficiency up to 25% through internal process optimization to achieve 100% SLA with zero error
• Recognized by top management for providing excellent customer services
• Achieved recommendation from one of the US based clients for work delivered
Business Analysis, Reporting & Documentation
• Developed reports to track different KPIs for the improvement of the loan boarding process
• Assembled data between applications to design, develop and generate routine and ad-hoc reports utilizing SQL, Excel or Google Sheets
• Conducted analysis on VA chats data to generate insights, improve the team performance and reduce the negative ratings by up to 12%
Cross-functional Coordination & Stakeholder Management
• Collaborated with the automation and business process team as needed to determine opportunities and improve operations by conducting usability testing and inspections
• Partnered with the marketing team to help refine the marketing strategy which boosted the lead conversion rate by 15%
• Engaged in the ad-hoc analysis as directed by the Chief Operating Officer