Divya Gainer

Experience

• 

  Hexaware Technologies

  Aug 2021 - Feb 2022

  Associate Data Analyst

  - Analyzed customer feedback and interaction data using Python and SQL to identify areas for improvement and implement targeted solutions.- Utilized Zendesk and Amazon's internal knowledge base to efficiently resolve customer inquiries and issues.- Reduced complaint resolution time by 30% through proactive issue identification and resolution strategies.- Recorded and analyzed detailed customer interaction data in Salesforce, informing ongoing process improvements.- Collaborated with cross-functional teams to address customer concerns and improve overall service quality. Show less

• 

  RiseOTB

  Mar 2022 - Nov 2023

  - Conducted in-depth analysis of call monitoring data using Python, SQL and PowerBI to ensure compliance with quality standards and regulatory requirements.- Utilized statistical methods to analyze customer interaction data, identifying patterns and trends to improve service quality.- Generated detailed reports highlighting key performance metrics and actionable insights for management review.- Collaborated with cross-functional teams to develop and implement process improvements based on data-driven recommendations.- Facilitated training sessions to enhance team members' understanding of quality metrics and best practices. Show less

  • Data Analyst

    Nov 2022 - Nov 2023

  • Associate Data Analyst

    Mar 2022 - Nov 2023