Headline

Bilingual CX & Operations Analyst (English–French) | SME, Accenture | DELF Certified | SLA · CSAT · Team Performance

About

Bilingual CX and Operations Analyst — fluent in English and French (DELF A2 certified) — with 3+ years building high-performance support teams at Accenture and Cognizant. I don't just manage processes — I rebuild them. At Accenture, I redesigned resolution workflows that cut handle time by 25%, rebuilt onboarding programmes that improved ramp-up success by 30%, and drove sustained CSAT above 90% while managing workforce planning, SLA adherence, and quality audit for a multilingual team. Core strengths: bilingual customer communication (English & French) · SLA & KPI ownership · end-to-end case management · escalation handling · CRM tools (Salesforce, ITSM/ServiceNow) · training design and delivery · stakeholder management · workforce planning. Certified in Agentic AI and actively applying AI tools to customer operations — giving me an edge in organisations modernising their CX stack (Maersk, HSBC, Wipro). If you're hiring a French-bilingual analyst who can own SLA delivery, coach teams, and drive measurable CX outcomes from day one — let's connect.

Location

Greater Bengaluru Area

Work experience

Subject Matter Expert at Accenture in India, Jan 2024 - Present · 2 yrs 7 mos, Promoted as Subject Matter expert

Customer contact comms analyst French at Accenture in India, Jan 2024 - Present · 2 yrs 7 mos

Customer Analyst at Accenture, Jan 2024 - Present · 2 yrs 7 mos, Spearhead process optimization initiatives enabling the team to resolve customer issues 25% faster, improving SLA adherence. Mentor and coach junior analysts, improving onboarding success rate by 30% and enhancing team engagement. Design and deliver training programs for both new hires and experienced staff, enhancing service consistency and boosting customer satisfaction KPIs. Act as the escalation point for complex issues, promoting collaboration and timely resolution. Monitor key performance metrics and execute targeted improvement plans, driving a 15% increase in team productivity. Manage daily attendance, workforce planning, and shift adherence to maintain seamless operations. Analyze CSAT feedback trends and implement action plans that improve customer satisfaction. Generate weekly and monthly team performance reports for senior leadership. Conduct staff meetings to communicate updates, assign workloads, and realign goals with changing priorities. Foster a positive, inclusive work environment, resulting in improved retention and morale. Provide real-time quality feedback based on audit results to ensure service delivery aligned with company standards.

Analyst at Cognizant, Oct 2022 - Jan 2024 · 1 yr 4 mos, Chennai, Tamil Nadu, India

Programming Analyst at Cognizant, Oct 2022 - Jan 2024 · 1 yr 4 mos, Handled 50+ inbound customer support calls daily, accurately logging and categorizing incidents in CRM tools for 100% SLA compliance. Achieved a 95% first-contact resolution rate by providing clear, actionable solutions and ensuring timely updates. Consistently maintained a CSAT score of 90%+, demonstrating strong customer empathy, proactive communication, and timely issue updates. Reduced issue resolution time by 20% through improved prioritization and escalation workflows. Documented 100% of support interactions, enhancing knowledge sharing and audit readiness. Collaborated with cross-functional teams to identify recurring issues, contributing to a 15% reduction in repeat incidents. Supported internal process documentation and SOP updates for knowledge management and team reference.

Education

Bachelor of Arts - BA, French Language and Literature, Bharathidasan Govt. College for Women

DELF A2, French Studies, Alliance Française de Paris