Poonam Dhunna

About Poonam Dhunna

As a Senior Speech/Interaction Analyst at Teleperformance, with over 5 years of…

Experience

1. Sr Speech Interaction Analyst

   TP

   Nov 2021 — Present · Gurugram, IN

   Speech and Text analytics for process improvement. Analytical skills including trend analysis, pre-post performance validation.> Handling projects delivery end-to-end: Scoping, framework and result oriented analysis to resolve a business problem. Ensuring meeting the delivery timelines> Excellent command of Client Interaction, MS PowerPoint, MS Excel, MS Word, Google Applications (sheets, docs, slides).> Adequate understanding and working knowledge of data visualization tools to effectively communicate business insights (Power BI, Tableau).> Upheld operations/clients to initiate and delivered projects to improve contact center services and metrics (CSAT, NPS, AHT, ESAT, Customer Effort Scores, etc.)> Successfully completed multiple projects from industries like Retail & E-commerce, Travel and Hospitality, Banking and Finance, Energy & Utilities, Telecommunication, Public Sector, etc. along with client appreciations.> Building queries or categories using customer verbiages (Speech or Text) to gauge customer sentiments and pain areas and use it to correlate with metadata and metrics to create business insights> Used coordination and planning skills to achieve results. Proved successful working within tight deadlines and fast-paced atmosphere.> Worked with statistical methods, business intelligence software and various reports to glean insights into trends and prospects.> Extraction and interpretation of data patterns to translate findings into actionable outcomes.

Skills

• Customer Service
• People Management
• Training
• Professional Communication
• Quality Management
• Sla
• Action Plan Creation
• Transition Management
• Soft Skills
• Team Leadership
• Coaching
• Content Management
• Outsourcing
• Team Management
• Constructive Feedback
• Customer Experience
• Quality Auditing