Ruchi Nayyar
Tarneit
Summary
Creative thinker and analytical problem-solver with demonstrated ability to manage tasks and duties. Efficient interpersonal communicator who effectively interacts with stakeholders at all levels of management. Ability to use logic and reasoning to identify the strengths and weaknesses.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Incident & QA Analyst
Aware
07.2022 - Current
- Collaborated with cross-functional teams to ensure seamless closure of incidents.
- Developed Incident tracker for automating routine tasks, increasing efficiency in the incident analysis process.
- Contributed to process development efforts aimed at formalizing the business approach to incident management and prevention strategies.
- Improved incident response times by streamlining the remediation process and implementing efficient workflows.
- Implemented continuous improvement initiatives based on lessons learned from past incidents, driving down future occurrence rates.
- Supported management decision-making with accurate and timely reporting on incident trends and patterns.
- Recommend continuous improvements initiatives based on the findings from past incidents , driving down future occurrence rates.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Identified issues, analyzed information and provided solutions to problems.
Quality Assurance Analyst
First State Super
10.2020 - 06.2022
- To assess calls & emails for different teams within MST and provide ongoing feedback and identifying coaching opportunities
- Detecting & highlighting any process & knowledge gaps and liaising with the TLs to rectify them
- Providing feedback & suggestions on constant process improvement techniques
- Identifying any risks and incidents which could have a negative bearing on the business and escalating them for timely remediation
- Performing RCAs in terms of understanding the complaint and feedback provided by the member to classify the gaps and potential training requirement
- Hosting Calibration Sessions to ensure mutual understanding to mark on Quality Framework.
Service Consultant
First State Super
02.2014 - 10.2020
- Handling members’ enquiries and providing optimum resolution
- Keeping UpToDate with changes in the superannuation industry through SC updates and portals like Ask Sam, ATO etc
- To provide Quality service to our members
- To remain courteous and calm even during moments of customer dissatisfaction
- To provide clear, correct, and concise product information
- To work in accordance with the organizational KPIs.
Account Manager
BPO+ (Qatar)
05.2012 - 06.2013
- To Continuously interact with the Client (Al Ahli Hospital) to discuss appointment booking monitoring, agent specific feedback, improvement plans
- Recruitment & Training of new agents and Refresher training, developing, and updating training manuals
- Escalated calls, Feedback & Coaching
- Ensuring a pleasant guest experience.
Manager
Reliance Communications Ltd, India
01.2008 - 03.2012
- To ensure all processes are efficient, effective, and appropriate to support service delivery
- Accountable for ensuring continuous process improvement and empowering service delivery team to provide above par excellence in service
- Responsible for reviewing and evaluating reports on service performance and achievements on a regular basis
- Vendor Management – Ensuring the outsourced vendor is meeting our expectations
- Coordinating with Logistics, Sales, Marketing, Finance, and IT heads for overall improvement & enhancement in service levels
- Implementation of procedures for optimum customer experience as per guidelines.
Education
PG Diploma in Finance & Human Resources -
Institute of Management & Technology
01.2006
Bachelor of Commerce -
Delhi University
01.2003
Skills
- Workload Management
- Correction action planning
- Report creation
- Results and Deadline-Driven
- Data Analysis
- Teamwork and Positive Attitude
- Workload Management
Certification
- RG146
- RG 146 Refresher
References
- Michael Bedggood
- Elizabeth Soisoi
- Karen Gonsalves
- Gus Meza
- Scott Jarrett
Hobbies and Interests
- Travel
- Interior Decoration
- Home improvement DIYs
Timeline
Incident & QA Analyst
Aware
07.2022 - Current
Quality Assurance Analyst
First State Super
10.2020 - 06.2022
Service Consultant
First State Super
02.2014 - 10.2020
Account Manager
BPO+ (Qatar)
05.2012 - 06.2013
Manager
Reliance Communications Ltd, India
01.2008 - 03.2012
PG Diploma in Finance & Human Resources -
Institute of Management & Technology
Bachelor of Commerce -
Delhi University
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