Aditi Gupta

Business Analyst @Cognizant

Gurugram, IN

Collaborated with business stakeholders to gather, document, and analyze requirements related to escalation resolution and customer satisfaction metrics. Developed interactive dashboards in Power BI and Excel to visualize weekly performance, bottlenecks, and process trends—used by senior management for operational decisions. Conducted root cause analysis on recurring customer issues and proposed process improvements, resulting in a 20% reduction in repeat escalations. Led and coordinated UAT testing for new tools and workflow updates; identified bugs and worked with developers to ensure fixes before go-live.Trained team members on using reports and dashboards for self-monitoring and quality improvement.