Akshay Potwar
Service Delivery Auditor || Aspiring Data Analyst
Chandrapur
Summary
Entry-level data analytics professional recently completed the Google Data Analytics Professional Certificate.
Detail-oriented and astute auditing and reporting professional with successful background detecting problems with internal controls, fraud, and compliance issues. Well-versed in ISMS standards and industry-applicable regulations. Methodical about reviewing data and discrepancies. Able to support multiple tasks within my skills. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail oriented.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
1
1
Language
Work History
Service Delivery Auditor
TTec India Customer Solutions Pvt Ltd
Ahmedabad
03.2017 - Current
- Audits (Governance mechanism to ensure accountability)
- Create a culture of Zero Tolerance towards Critical Defects through structured audits, analysis, coaching and action
- Creating and managing SOPs for interactions
- Downtime, Technical Issues and Technology Deployment
- Tracking downtime for Intl client, Managing 2FA technology Yubikeys
- Technology deployment projects – system upgrades/replacements for WFH users
- Coordinating with client’s technical team for various site and tools issue
- Helping WFH agents with issues related to assets and Citrix & client tools issues
- ISMS - Information security management system
- Attending ISO meetings, managing incident reporting tool for Intl client
- Creating information security awareness amongst the team by conducting huddle
- Sending emails, quiz, applying posters etc
- Preparing for internal and external ISO audits
- Managing monthly system patch update
- Reporting & Analysis
- Creating & publishing various reports for CE, productivity, and time tracking on daily/weekly/monthly basis
- Weekly Analysis on various metrics for WBR/MBR/QBR
- Team Lead: Current project with 10 TMs (Data Protection)
- Leading and managing a new project related to Data protection for UK and US
- This process directly deals with data handling within scope of GDPR (or equivalent local regulation) which if no complied with, warrants up to 4% of global turnover, in penalties
Process Specialist
TTec India Customer Solutions Pvt Ltd
01.2014 - 10.2016
- Presented complex ideas to technical and non-technical audiences using clear, concise communication style
- Developed actionable solutions to eliminate bottlenecks and improve processing efficiency
- Helped team meet service level agreement targets by assisting with reviews and escalations
- Responsible for handling customer transaction issues like payment, monthly billing invoices, search parameters
- Responsible for manning account security issues like helping members regain access to forgotten accounts
- Team management as Mentor for new Hires
Education
High School Diploma -
Vidya Niketan Higher Secondary School
Chandrapur 06.2006 - 02.2007
Skills
Citrix support – Server troubleshootingundefined
Certification
Google Data Analytics Professional Certificate
Timeline
Service Delivery Auditor
TTec India Customer Solutions Pvt Ltd
03.2017 - Current
Process Specialist
TTec India Customer Solutions Pvt Ltd
01.2014 - 10.2016
High School Diploma -
Vidya Niketan Higher Secondary School
06.2006 - 02.2007
Google Data Analytics Professional Certificate
Coursera – Dated: May 26, 2022
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