Quality Analyst Computer Operator

Yashpal Rawat

********@*****.*** : 999*******

Career Aim/Objective

To seek an opportunity for an assignment in Web Operations/Client Reporting/Training and Customer

Service for professional growth and increasing responsibility with a reputed organization where team spirit

and personal skill is recognized and rewarded. To broaden my horizons by venturing into different niche

processes and culminate skills to become a hardcore professional.

Summary

More than a Ten years extensive industry experience in IT operations & customer handling in formulation of

external and internal reports & in bound Processes, Quality and Accuracy in order to maintain Six sigma standards

for UK & US customers.

Professional Experiences

Working as a Quality Analyst with MPS Technologies (A Macmillan Company) since September’2007

to till date.

Responsibilities

Mapping clients’ requirements and coordinating in developing and implementing

processes in line with pre-set guidelines.

Monitoring the overall functioning of processes, identifying improvement areas and

implementing adequate measures to maximise customer satisfaction level.

Maintaining the processes, documentation and resources which ensure on-going service

and delivery according to agreed business requirements.

Ensuring that there is an appropriate level of product, customer and systems

development awareness to help understand the broad picture and make good decisions.

Uploading and manipulating Database with the help of SQL

Consistently delivery high-quality services to the clients.

Assists in enforcement of project deadlines and schedules.

Ensuring smooth functioning of operations by providing fast & satisfactory customer

service without giving any room for complaints.

Analyzing output reports to help publishers in their budgeting decision.

Providing online sales and marketing module (region wise) for all clients.

Creating and updating dashboard for various platform.

Assessing the customer feedback & evaluating areas of improvements.

Generation of analytic reports for interactive marketing campaigns, by integrating data

from a variety of sources and including vendor sites.

Employing various types of analysis techniques including statistical analysis, data

mining, and optimization, to describe behaviors, explain relationships, make

predictions, measure performance, control outcomes, and optimize actions

Worked with Cressanda Solutions Ltd as Quality Analyst from Sep 2004 to Sep. 2007.

Company’s Profile

Cressanda Solutions offers a host of IT, Digital Media, IT Enabled and BPO services. They enable revenue

growth, productivity improvement and cost reduction by leveraging cutting edge technology to enhance the

quality, context and flow of information between clients and their key constituents.

Responsibilities

Handled major international processes for High Court of UK and Canadian insurance company.

Handled number of pilot batches of the pipeline processes for customers.

Primarily, the assigned enquiries are handled through faxes and e-mails to work out the desired,

fruitful and enriched outcomes.

Sending the appropriate letters to the Client and Defendant in order to recover the debt.

Preparing Daily/Weekly/Monthly internal and external Client Reports for all the processes.

Mentoring the peers on the process and computer applications.

Noting down the minutes of meeting and circulating it to the team.

Maintaining Time Tracking Records.

Sending requests to the Government Organization in UK in order to obtain relevant information

for the case working of a particular vehicle.

Making weekly and monthly final process reports in order to analyze process efficiency.

Major Achievements:

Have received Service Excellence rewards

Have received process Rewards in the R&R’s.

Worked with SHB Fibres Pvt. Ltd as Computer Operator cum Accountant from June 1998

to August 2003.

Company’s Profile

SHB Fibres Pvt. Ltd. works as Carried & Forwarding Agent of Various respective Textiles Mills; it provides

yarn & fibre to its customer on Commission basis.

Responsibilities

Have worked for this company more than five years, where maintained accounts record.

Have assisted in making the balance sheet of the company

Making weekly and monthly final reports and sent to the client.

Correspondence to the Clients in respective issues

Planning of Advance income tax.

Have maintained Sale tax deposits to the Government treasury.

Educational Qualification

Bachelor’s Degree in Arts from Delhi University

Intermediate from C.B.S.E.

High School from C.B.S.E.

IT Skills

IT Operations & Customer handling.

MIS Quality Analyzing & Preparation.

Working on Oracle & SQL front end software and Manipulating and updating Databases.

MS Office (Word, Excel, Power point, Outlook)

Proficient in MS-Excel Formulas, conditional formatting, V-Lookup, filtering, other Tools

and Charts.

An ardent user of the Internet

Operating Systems-Win98/2K/XP

Basic knowledge of LINUX,HTML

Contact Details

Date of Birth : 29 December 1978

Contact Details : 173, Type – I, Gulabi Bagh, Delhi – 110 007

Marital status : Single

Language Known : English & Hindi

Nationality : Indian

Date:

Place: New Delhi (YASHPAL RAWAT)

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