Seasoned Analyst offering 10 years of Service industry success.

Accomplished at
leveraging past lessons to inform future decision-making. Professional collaborator
experienced in meeting needs, improving processes and exceeding requirements in
team environments. Diligent worker with strong communication and task prioritization
skills. Exceptional organizational, project management and leadership skills. Adaptable
assessor of business health and product success with expertise in optimizing solutions
for changing industry landscapes.

Visa Status: Visit Visa

Work History
Tania Das 2022-01 - Senior Quality Analyst
Quality Analyst - Business And 2023-01
Bitkuber Investments, CoinSwitch, Bangalore
Customer Experience Recommending, implementing and monitoring preventive and
corrective actions (DMAIC) to ensure that quality assurance
standards are met
Contact Tackling problems in creative and logical ways and
brainstorming solutions with management team
Address Reduced AHT by 56 seconds by identifying defects through VSM
Dubai UAE and implementing process changes
Improved CSAT by 10% by creating business and customer
Phone
centric SOP's based on DSAT analysis.
+971581478386
Identified process inefficiencies through gap analysis and
E-mail outlined sensible solutions.
taniadas24@gmail.com Assessed impact of current business processes on users and
LinkedIn stakeholders and evaluated potential areas for improvement.
https://www.linkedin.com/in/tania- Synthesized current business intelligence data to produce
das-15869951/ reports and polished presentations, highlighting findings and
recommending changes.
WWW Collaborated with different stakeholders to evaluate factors
https://bold.pro/my/tania-das/469 driving results and summarized into presentations
2018-05 - Senior Quality Analyst
Skills 2022-01
Bundl Technologies, Swiggy, Bangalore
Fostered cooperative, positive working environment for team
Project Management by encouraging brainstorming of ideas
Evaluated current operational practices and implemented
Advanced
methods that offered notable improvement Handled
Quality Improvement scheduling, data tracking and other administrative functions
Advanced for quality team
Analysed call and chat trends and identified agent and call
Microsoft Office Suite
centre training opportunities and provided recommendations
Advanced to management
Google Studio Communicated with centre leadership and Corporate Customer
Service Team and socialised call centre performance and
Advanced observed performance gaps
Data-driven decision making Provided analytical, planning and coordination support on
projects as assigned, reviewing, interpreting, analyzing and
Advanced
illustrating data to stimulate and support enlightened decision
Analytical and Critical Thinking making
Advanced 2015-12 - Senior process associate
Data analysis 2018-03 Envoy Mortgage Pvt Ltd, Bangalore
Performed quality assurance checks on transactions and
Advanced
account actions to assess compliance with state and federal
Training regulations
Advanced Developed standard operating procedures and document
workflows for current and future process steps
Correction action planning
Developed and executed plans to monitor standard process
Advanced adherence
CRM Supervised team of 5 process associates, answered questions
and resolved issues efficiently
Advanced
Supervise team meetings, analyse and set targets and
Power BI performance of the team assigned and present the MTD and KPI
Advanced reports to senior management
Determined and recommended methods to address
improvement opportunities.
Languages 2014-08 - Verification Specialist
2015-12
First Advantage Offshore Pvt Ltd, Bangalore
English
Extensive research on each case to make sure that the correct
Advanced information is updated, keeping in mind SLA and customer
Hindi service level
Maintained strong knowledge of basic medical terminology to
Advanced better understand services and procedures
Bengali Verified client information by analysing existing evidence on file
Obtained updated contact information from all subjects and
Upper intermediate
verified data for accuracy.
2012-01 - Mortgage Analyst
2013-12 ISGN, Bangalore
Originated, reviewed, processed, closed and administered
customer loan proposals
Recommended loan approvals and denials based on customer
loan application reviews
Developed and maintained relationships with local real estate
agents
Complied with regulatory requirements, including Bank Secrecy
Act, Anti Money
Laundering, OFAC, USA Patriot Act, Privacy Act and Community
Reinvestment Act.
2009-08 - Associate
2011-02
Altisource Business Solutions Pvt Ltd, Bangalore
Educated new hires on company policies and procedures by
designing and developing training Reviewing sales contract,
addendum, earnest money deposits documents required for
the sale transaction
Handling escalation emails from borrowers and real estate
brokers
Communicating with buyers and borrowers regarding their
transaction status.

Education

2014-05 - Bachelor of Arts

2017-05 SunRise University - India
2005-03 - High School Diploma
2006-05 DBMS English School - India

Certifications

2021-10 Benchmark Lean Six Sigma Green Belt Certified

2021-10 Project Management Foundations - Quality
2021-10 Quality Standards in Customer Service
2022-12 AML / CFT General Awareness Training - Virtual Service Providers
2023-01 Google Analytical Certification