Bengaluru, Karnataka, India
Liaising with people is a tough job! No question when it comes to becoming a bridge between tech driven developers and process driven operation specialists. As a Business Analyst, have done these projects in the span of a year. -- Bringing down TAT of customer payments clearance thereby enhancing immediate account activation. Technical flow of processes were defined and use case analysis was done to understand and implement the above. -- Whatsapp for Customer Support and Customer deliverables enhancement. Creation of Use cases by identifying key areas of customer requirements for the above involving Chat-Bot to the process and thereby reducing the human intervention. -- CRM Effectiveness, to bridge the gap between the matchmaking of Service Providers and consumers by increasing the efficiency of the system which in turn helps in the reduction of efforts and increases productivity. -- Operational effectiveness by creation of dashboards that proved effective with actionable insights using productive metrics (AHT, Occupancy, Abandonment etc)used in the market for the customer support teams. Technical and analytical support for the ticketing system, logic driven automation of tickets by process flow diagrams and use case analysis. -- Campaign effectiveness of SEM Campaigns as to budget allocation and identification of performance improvement areas through various metrics. Combining metrics to provide actionable insight dashboard. -- Extended support in Brand reach improvement areas for lead generation and conversions by providing process flow support with branding team and technology team. Analytical support for identifying the effectiveness of the same and thereby providing insights to scale up the process.
CRM Effectiveness, Operational effectiveness, Dashboard creation and automation. Use case analysis and development of processes and projects that bridge the gap between our Customers and their consumers.
Focused on improving performance parameters through Insights by focusing on key metrics like AHT, Service levels, Quadrant improvement programs, abandonment etc.