Experience

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  Infosys bpm

  Jul 2018 - Apr 2019

  Process analyst

  ∙ Enhanced key performance indicators (KPIs) by 25% within a span of 3 months through effective customer onboarding and strategic improvements, contributing to increased customer satisfaction levels. ∙ Increased process efficiency by 30%, saving $200,000 annually in 8 months. ∙ Recognized as a valuable asset to the customer support team, consistently exceeding performance targets by resolving an average of 50% more customer inquiries per day compared to the team's average.

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  Concentrix

  Jul 2019 - Sept 2020

  Product support technician

  Provided product support to users, addressing queries, troubleshooting issues, and ensuring a positive user experience. Collaborated with the technical support team to resolve complex issues and escalated cases as needed. Developed user guides, FAQs, and tutorials to help users understand product features and maximize their usage. Conducted training sessions for internal teams and users to promote product knowledge and adoption. Actively gathered user feedback through support interactions to identify common issues and improvement opportunities. Communicated user feedback to the product team for consideration in future updates. Show less

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  Sutherland

  Sept 2020 - Aug 2021

  Product analyst

  Provide insights and recommendations based on competitive intelligence. Develop and maintain reporting dashboards for key product metrics. Ensure that relevant stakeholders have access to real-time data for informed decision-making. Conduct extensive data analysis to derive actionable insights related to user behaviour, feature usage, and overall product performance. Utilize statistical methods to identify trends and patterns that can inform product strategy. Work closely with user support and community management teams to incorporate qualitative feedback into quantitative analyses. Collaborate with product managers to translate user feedback into actionable product improvements. Conduct ongoing competitive analysis to stay informed about industry trends, emerging technologies, and feature innovations. Show less

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  Humanitarian operations

  Nov 2023 - now

  Product manager intern