Experience

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  Advantage one tax consulting

  Aug 2016 - May 2017

  Tax consultant

  • Analysed tax returns for US clients and ensured compliance.• Managed high volumes of calls related to tax return calculations.• Educated clients on US tax calculations and facilitated tax filings.

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  Advantage one tax consulting

  Aug 2017 - Aug 2018

  Senior tax analyst

  • Analysed tax returns for US clients and ensured compliance.• Managed high volumes of calls related to tax return calculations.• Educated clients on US tax calculations and facilitated tax filings.

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  Agile enterprise solutions inc

  Oct 2017 - Jun 2018

  Customer service representative

  Explaining the payroll calculations to employees.Analysing the W2 and payslips to come up with salary calculations.Generating payslips and tax calculations for the employees.Checking the corporate taxes and filing the taxes on time

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  Genpact

  Jul 2019 - Nov 2023

  Sr call quality analyst

  • Improved service quality and reduced resolution time by 20%.• Trained and mentored 30+ agents, boosting performance metrics by 20%.• Led quality analysts and set weekly targets.• Conducted regular audit reviews and identified service improvement opportunities.• Monitored CSAT metrics and developed improvement plans.

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  Hcltech

  Nov 2023 - now

  Deputy manager

  • Documented key policies and procedures for organizational clarity.• Led quality analysts and set weekly targets and monthly SLAs.• Conducted third-party audits, enhancing system hygiene.• Optimized workflows, boosting operational efficiency.• Standardized quality benchmarks through calibration sessions.• Enhanced customer satisfaction by 5% through targeted DSAT analysis.• Increased call/chat audit coverage from 3% to 15% with Speech/Text Analytics.• Published reports on incident management, CSAT scoring, LOB trends, and RCA analysis. Show less