Sanjana Dhakad

Process Associate @Genpact

Hyderabad, IN

I have built strong expertise in customer support operations, reporting automation, and data analytics, consistently driving efficiency, accuracy, and service excellence.In my role handling live chat support, I resolved user queries with speed and empathy, consistently achieving KPIs such as AHT, CSAT, Resolution Rate, and Chat Quality. This balance of efficiency and quality improved customer satisfaction and reinforced service standards.I automated a half-hourly reporting process by integrating SQL queries with Looker Studio, reducing report generation time from 15–20 minutes to under 2 minutes. This eliminated manual errors, improved reporting accuracy, and enabled faster business decisions.To support agents, I designed a Google Sheets–based chat script retrieval system, allowing quick access to predefined responses through a code-based search. This reduced AHT, improved response quality, and was recognized across the team for innovation.Within just eight months, I received six Excellence Awards for consistently exceeding benchmarks and driving team efficiency.Expanding into analytics, I developed skills in data cleaning, transformation, and visualization, validating data across SQL, Google Sheets, Looker Studio, and Excel to ensure a single source of truth. I also built custom dashboards in Looker Studio for financial and process tracking, enabling leadership to monitor trends, SLA adherence, and anomalies in real-time.Additionally, I performed ad-hoc analysis on agent productivity, query patterns, and resource planning, generating insights that improved operational efficiency and reduced errors.Proficient in SQL, Excel, Google Sheets, Looker Studio, and Google Workspace, I apply data tools to real-world reporting, automation, and analysis. I also leverage knowledge from certifications, including PwC’s Power BI program, to strengthen business intelligence capabilities.Recognized for problem-solving, innovation, and analytical thinking.

Jiwaji University (JU), Gwalior

Bachelor of Commerce

Kendriya Vidyalaya

Seniour Secondary