A business intelligence (BI analyst) is a professional role where the individual is responsible for analyzing data that is used by a organisation. Data used in BI generally supports decision-making. This department deal with internal and external client like scheduling, salary finalising,

Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.
Created action plans based on uncovered strengths and opportunities discovered through observation and data.
Met or exceeded KPIs such as AHT, client surveys, internal quality monitoring, and adherence through weekly development.
Developed and delivered Exceptional Service call training program.
Assisted with development and implementation of Employee Recognition Program for raising employee engagement.

Fraud department have to keep strong check and balance and identify the culprit who involve in any sort of malpractices, along with data compiling and tracking. Quality department have to insure that our under working representatives are providing standard and quality details along with the good and positive behaviour to our customers over the calls. We also conduct training session for the improvement of our under working representatives.

We have to insure that our under working representatives are providing standard and quality details along with the good and positive behaviour to our customers over the calls. We also conduct training session for the improvement of our under working representatives.

Engaged in cross-division collaboration to swiftly resolve technical issues, accomplished request sent via different channels and closing the activities with in TAT.
Exercised hands-on approach for augmenting processes while designing and devising NPS (NET PROMOTER SCORE) and CFL (CLOSED FEEDBACK LOOP) to conduct client- focused surveys
Delivered excellent customer service and maintain a high standard of customer management, at all times.
Consistently recognized and tasked to improve organizational effectiveness and efficiency with comprehensive leadership and technical expertise in strategy, analysis, development, program management, operations, trainings, and technical documentation. Expertly performed duties as a strategic overlay; actively countered service request and resolved the issues as per SOP and as fluid and seamless as possible. Conceptualized and initiated aggressive internal growth plan projected to rapidly distilling complex intransigent challenges & problems into a set of solvable blocks.

Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.
Created action plans based on uncovered strengths and opportunities discovered through observation and data.
Met or exceeded KPIs such as AHT, client surveys, internal quality monitoring, and adherence through weekly development.
Developed and delivered Exceptional Service call training program.
Assisted with development and implementation of Employee Recognition Program for raising employee engagement.

Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Follow communication procedures, guidelines and policies.
Build sustainable relationships of trust through open and interactive communication. Identify and assess customers’ needs to achieve satisfaction.
Contribute to team effort by accomplishing related results as needed.
Prepare product or service reports by collecting and analyzing customer information.

It’s a UK based call centre and we deal with insurance and injury claim over the telephonic conversation

Internship in broadband internet department and customer support