Anwar Khan

Business Intelligence Analyst @AU SMALL FINANCE BANK

Jaipur, IN

Customer Query and Complaint Analysis-Provide comprehensive analysis of customer queries and complaints, including sentiment analysis. Track query resolution status and identify the aging of customer resolutions.• Product Offering Trend Identification-Analyze customer queries to uncover trends in the company\'s product offerings that may not be immediately apparent, helping to improve product understanding and development.• IVR Utilization Reporting-Circulate the Daily IVR Utilization report within the internal team. This report aids in efficient manpower planning by aligning resources with call forecasting data.• System and Process Gap Identification-Publish recurring analyses of customer requests to respective departments to identify and address system and process gaps, ensuring a smoother customer experience.• Product Improvement Recommendations-Based on customer feedback and sentiment analysis, suggest improvements to existing products. Determine appropriate responses to customer queries to enhance satisfaction.• Customer Base Maintenance-Maintain a comprehensive record of acquired customers, including CASA, LOAN, FD, and CREDIT CARD customers, ensuring accurate data management.• Manpower Requirement Forecasting-Plan and file projected manpower requirements for the contact center based on trend analysis, optimizing staffing levels.• Performance Tracking and Incentive Management-Continuously monitor agent performance against established KPIs and manage incentives accordingly to motivate the team.• RBI Compliance and Data Readiness-Ensure compliance with RBI requirements, including proper formatting and timely filing of RBI returns.• Process Improvement Implementation-Implement process improvements within the system and communicate these enhancements effectively to contact center teams, facilitating smoother operations and better customer service.

Sikkim Manipal University - Distance Education

Master of Business Administration (MBA)