Pooja Tanna

Experienced professional with three years in accounting and three years in quality analyst. Proficient in Tally and other accounting software. Skilled in improving product quality through rigorous testing. Collaborative team player with a focus on accuracy and continuous improvement.

• Professional Work Experience
   

1. May 2018 – March 2024

Accountant / Shri Nimesh Tanna Charitable Trust / Mulund

• I dedicated my time as a volunteer and later transitioned into a full-time employee with the organization from May 2018 to March 2024. Specifically, I served in a full-time capacity from June 2023 to March 2024
• Throughout my tenure, both as a volunteer and as an employee, I consistently showcased exceptional performance and dedication to fulfilling my assigned responsibilities. I effectively contributed across multiple departments, including Accounts, management, and social media, maintaining a steadfast commitment to professionalism and excellence in my work
• Prepare the NGOs budget according to the program requirements and staffing numbers
• Manage the various general funds, the operating funds, and the discretionary spending accounts to budget (meaning no exceeding expenditures above budgetary amounts)
• Prepare the balance sheet, profit and loss statement (income statements), cash flow statements, and statements of owner's equity
• Analyze revenue and or receipts from donations
• Resolve accounting discrepancies
• Maintain cash and bank receipts of donors, vendor invoices, bank statements and other records of accounts as archives, records of accounts as archives
• Obtain the requisite skills of computer software and manual filing systems
• Monitor financial reports against funds available with accuracy and detail
• Keeping enough funds available to pay bills and salaries of employees, vendors, and anticipate budgetary needs in the event of unforeseen challenges, environmental crises, and financial problems

1. March 2023 – June 2023

Quality Analyst / Hexaware Technologies / Navi Mumbai

• Conducted quality assessments of agent/customer interactions (via email & social media) using the Q-Manto Audit Tool
• Monitored advisor tickets on the One Direct Tool
• Provided timely feedback, coaching, and training opportunities to enhance quality standards across various projects
• Managed organizational and individual scorecard systems
• Participated in internal and external calibrations with Quality and Operations teams, ensuring consistent scoring
• Prepared Root Cause Analysis (RCA) and synopses in Complaint Investigation Report (CIR) format as per client requirements
• Maintained Feedback Tracker, Appreciation Tracker, Error Tracker, and conducted High Interaction audits
• Conducted Training Needs Identification (TNI), Bottom Quartile Management (BQM), and Performance Improvement Plan (PIP) sessions, and presented reports to management

1. October 2020 – March 2023 

Quality Analyst / Eureka Outsourcing Solutions (Upstox) / Airoli & Thane

• Provided assistance to Upstox account holders over calls, resolving various issues
• Initially worked in the inbound voice process for two months
• Transitioned to the role of Email Executive, addressing technical, transactional, payment, order, and profile-related queries
• Selected as Subject Matter Expert (SME) following a successful interview in December 2020
• Supported team members by assisting with administrative tasks upon request
• Conducted training sessions for email and chat processes, coaching staff on platforms such as Freshdesk and utilizing tools like Origin, Up Assist, Single sheet, and Saturn
• Promoted to Quality Analyst for Upstox Chat, Email, and Inbound processes through an Internal Job Posting (IJP) in April 2021
• Monitored advisor’s emails, chats, and calls for quality assurance using the QMS Tool
• Managed all quality-related activities including reviewing process control plans, identifying root causes of quality issues, implementing corrective actions, and tracking performance
• Assisted in developing quality goals and improvement plans, defining quality criteria, and collaborating with production, product management, and customers
• Participated in internal and external calibrations with Quality and Operations teams, ensuring consistent scoring
• Prepared Root Cause Analysis (RCA) and synopses in Complaint Investigation Report (CIR) format as per client requirements
• Maintained Feedback Tracker, Appreciation Tracker, Error Tracker, and conducted High Interaction audits
• Conducted Training Needs Identification (TNI), Bottom Quartile Management (BQM), and Performance Improvement Plan (PIP) sessions, and presented reports to management
• Conducted certifications for chat, email, and inbound processes
• Ensured documentation and procedure compliance, establishing, reviewing, and revising quality procedures, and facilitating training and development for quality inspectors and technicians
• Utilized data analysis and statistical process control techniques to monitor and enhance process efficiency and quality across inbound voice, email, and chat process

1. September 2019 –October 2020 

Customer Service Associate / Teleperformance (ICICI DIRECT) / Thane

• Engaged as a Customer Service Associate in the outbound voice process
• Assisting customers with their login procedures
• Offering investment solutions to customers by presenting options for mutual funds and equity shares
• Guiding customers to understand the system and assisting them in independently managing their Demat accounts
• Addressing customer inquiries and providing support over live calls during investment transactions
• Identifying customer needs and converting inquiries into business opportunities

1. May 2018 –April 2019

 Contact Service Provider / Reliance SMSL Limited (JIO) / Navi Mumbai

• Served as a Contact Service Provider in the non-voice chat process
• Manage and respond to customer inquiries with precision and proficiency, ensuring careful handling
• Deliver outstanding service by actively listening to customer needs.
• Effectively handle a high volume of work
• Address customer disputes via live chat, providing information and resolving queries