Hemant Rana

Experience

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  Convergys

  Oct 2006 - Jun 2015

  • Understanding the voice of the client and study goal.• Plan of action with client – Meeting the study goal and executing it within the deadline discussed• Internal plan of action – Keeping the deadline in mind.• Managing resources under the supervision –- Plan Leaves- Break management- Production progress- Daily attendance, scheduling, Time Keeping System (TKS), etc.- Resolving team discrepancies• WBR – - Discussing value adds - Noting client expectations and plan for progress - Preparing readouts – weekly summary - Sharing relevant snapshots for progress & challenges• MBR – - Discussing future course of action with the client - Maintaining audit data and score trends - Maintaining records of date wise nature of work and production count for the month• Seeking, validating and maintaining Value add document• Monitoring calls – Full audits, mechanized checks• Coaching feedback and feed forward• Finalizing the data and preparing slides for presentation.• Team Development Show less • Effectively manage large amounts of incoming calls• Generate sales leads• Identify and assess customers’ needs to achieve satisfaction• Build sustainable relationships of trust through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools• Meet personal/team sales targets and call handling quotas• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution• Keep records of customer interactions, process customer accounts and file documents• Follow communication procedures, guidelines and policies• Take the extra mile to engage customers Show less

  • Project Lead

    May 2013 - Jun 2015

  • Quality Analyst

    Feb 2011 - Apr 2013

  • Customer Care Representative

    Oct 2006 - Feb 2011
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  Bill Gosling Outsourcing India

  Jul 2015 - Oct 2019

  Sr Team Leader - Business Insight Group

  • Meet and exceed the assigned volume and productivity targets as per the project requirements • Participate in project reviews (internal & external) to contribute ideas towards the overall project objective • Develop excellent working knowledge of the business / process / product• Consistently ensure that quality of evaluations is above threshold• Write appropriate feedback / evaluation comments to induce additional value into the final output of the project• Provide logical linkages of the inferences from project calls to the implications on the client’s problem statement• Provide specific and actionable insights from customer interactions monitored through various methods• Participate in project meetings (such as brainstorming session, client calibrations etc.) to contribute ideas towards the overall project objective and final output• Interact with the Project Manager for the purpose of reporting performance, as is project status, escalation handling, clarifying concerns, and seeking feedback and support • Seek co-operation and clarification on process-related matters and provide support when required Show less

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  R Systems

  Oct 2019 - Sept 2021

  Assistant Manager

  Sr. Business Analyst - Speech Analytics (Nexidia-Nice), Six Sigma, PMP (trained), BIG data scientist- Conducting in-depth analysis to resolve a Business problem.- Develop queries using Boolean and temporal logic to deliver the foundation foranalysis to objectives agreed with the customer.- Reporting, analyzing and providing recommendations for the project.- Sharing overall analysis results via presentations.- Validation of work done by all in the project team. - Internal & external project work to contribute to the growth of analytics services. Show less

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  Concentrix

  Sept 2021 - Feb 2023

  Manager, Global Analytics

  • Identify and addresses client's needs and develops client relationships• Participation in internal stakeholder’s daily meetings to identify the needs and the sentiment of the business • Provide effective application support ensuring any relevant incidents allocated are quickly identified, prioritised, and resolved to ensure the services provided is in line with the required operational targets and business need• Proactively resolve data issues through flexible approach and create innovative solutions to have the data readiness for data study and its usability• Conducted multiple projects that resulted in metrics upliftment by 70% meeting the client expectations• Developed, designed, implemented, and maintained new reporting structure to provide analytical insights to internal and external stakeholders• Enhanced, automated, and maintained existing reports• Picked up various proactive projects and shared actionable items to improve business key metrics Show less

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  Genpact

  Apr 2023 - now

  Project Manager - Digital Transformation

  Identified process inefficiencies, designed solutions with cross-functional teams to improve quality, reduce costs, and enhance customer satisfaction.Utilized data-driven approaches to streamline workflows, reduce waste, and optimize resource allocation for increased productivity and profitability.Conducted brainstorming programs to foster continuous improvement mindset, resulting in increased employee engagement and ownership of business processes.Collaborated with developers and analytics teams to implement innovative digital and analytical solutions, improving data management, customer experience, and operational efficiency.Collaborated with senior leaders to define strategic objectives, develop roadmaps for digital transformation, align business goals with technology solutions, and promote culture of continuous improvement.Skills: Life Insurance, Process Quality Improvement, Continuous Improvement, Root Cause Analysis, Process Excellence, Process Improvement, Digital Transformation, Process Assessment, Problem Solving, Team Management, Six Sigma, Business Process Improvement, Agile Project Management, Project Management, Lean Six Sigma. Show less