Analyst

Business / Systems Analysis New Delhi, Delhi, India

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Summary

Analyzed and boosted NPS for both product and customer service by 12%, leveraging insights from identifying key issues and
refining the resolution process.
Reduced inbound communication via emails and messages by 7.2% and inbound calls by 11% by implementing and expanding the
24*7 live chat program.
Periodic communication audits to understand the patterns and identify customer needs and expectations.
Prioritized sales leads in the company CRM by leading various projects aimed at increasing responsiveness.
Periodic reporting of SLA data to compile and track performance at team and individual level
Analyzed IVR files to assess their usage and determine whether they are impacting timely responses from our end.
Analyzing pre-lock loan files to extract actionable insights, resulting in an 8% improvement in lock conversion rate.
Consolidated over 150 Looker dashboards and looks into a centralized, reliable source of truth, reducing them to 30 ensuring
stakeholders' ease of use and access.

Expectations

In my new job, I am looking for opportunities to leverage my skills and expertise to contribute meaningfully to the organization's goals. I seek a role that offers growth potential, challenges me to continually learn and develop, and allows me to collaborate with talented individuals in a dynamic and supportive environment. Additionally, I value alignment with the company's mission and values, as well as opportunities for professional advancement and recognition of my contributions.