Hargunjan Kaur Dhillon
Interaction Analyst at Teleperformance
- Role
- Interaction Analyst at TP
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Hargunjan Kaur Dhillon
Passionate Interaction Analyst with a proven track record in multiple sectors. Proficient…
Experience
Interaction Analyst
Jan 2022 — Present · Gurugram, IN
1.Experienced in Speech and Text Analytics to drive process improvements, with strong analytical skills including trend analysis and pre- and post-performance validation.2.Proven ability in managing end-to-end project delivery—from scoping and framework design to insightful, result-oriented analysis—to solve business problems while consistently meeting deadlines.3.Skilled in client communication and proficient in MS PowerPoint, Excel, Word, and Google Workspace tools (Sheets, Docs, Slides).4.Working knowledge of data visualization tools such as Power BI and Tableau, used to communicate business insights effectively.5.Supported operations and clients by initiating and delivering projects aimed at improving contact center performance metrics such as CSAT, NPS, AHT, ESAT, and Customer Effort Score.6.Successfully led and completed multiple projects across diverse industries including Retail & E-commerce, Travel & Hospitality, Banking & Finance, Energy & Utilities, Telecommunications, and the Public Sector, often receiving client appreciation.7.Built custom queries and categories using customer language (from speech or text) to capture customer sentiments and pain points, linking these to metadata and KPIs to generate actionable insights.8.Demonstrated strong coordination and planning skills, consistently delivering quality work within tight deadlines and fast-paced environments.9.Applied statistical methods and business intelligence tools to analyze trends, uncover opportunities, and inform strategy.10.Specialized in the automation of manual interaction audits, leveraging analytics to evaluate communication patterns and enhance process efficiency, customer experience, and operational performance.
Education
Guru Nanak Girls College, Model Town, Ludhiana
Bachelor of Commerce - BCom
2015 — 2018
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