Sonal Sharma

Service Delivery Ops Analyst

accenture•  September 2019 - Present

Highly skilled and detail-oriented Service Delivery Analyst with a focus on driving operational excellence and data-driven decision-making. Experienced in coordinating with cross-functional teams, manipulating and storing data, publishing reports using Power BI, and providing valuable insights for process improvement. Coordinating with Operations Team, Publishing Reports using Power BI, Insights on Improving Bot Response, Final Analysis Reports

Sr. Quality Analyst

Mattsen Kumar•  April 2018 - September 2019

Highly skilled Customer Service Quality Analyst with a proven track record in driving quality improvement initiatives and enhancing customer experiences. Expertise in data mining, data validation, calibrations, and data analysis to provide actionable insights for process enhancement which adds value to our client business. Calibrations and Client Calls, Data Analysis and Insights, Process Enhancement, Policy Development.

Quality Analyst

Teleperformance•  November 2016 - April 2018

With a strong background in analyzing customer interactions, monitoring performance metrics, and implementing process improvements, I am dedicated to enhancing service quality and ensuring customer satisfaction. Creating insightful reports and delivering presentations to management, highlighting key findings and recommending strategies for improvement. With a strong attention to detail and a focus on continuous improvement, I consistently strive to exceed customer expectations and ensure service excellence. I thrive in fast-paced environments, adapt quickly to changing priorities, and maintain a customer-centric mindset in all aspects of my work.