Anusha M
Bengaluru
Summary
Dynamic professional with a proven track record at Infosys, excelling in quality leadership and process auditing. Expertise in SAP and Lean Six Sigma, driving DSAT improvements and achieving a 98-100% quality score. Recognized for enhancing team performance through effective training and relationship management, consistently exceeding operational targets.
Overview
5
5
years of professional experience
Work History
Senior Process Executive (Level 2A)
Infosys Limited
Bangalore
09.2020 - 06.2023
- Audited 400+ weekly transactions across Chat, Voice and Escalation channels, ensuring adherence to global standards and enhancing overall quality assurance.
- Performance Excellence: Maintained a top-tier productivity and quality score of 98-100% throughout the tenure.
- Strategic Improvement: Completed a Yellow Belt project focused on Customer Dissatisfaction (DSAT) improvement, delivering measurable results within 5 months.
- Facilitated transition from standard Chat/Call operations to specialized Broadband Wholesale (BTW) Escalations and Quality Auditing, streamlining processes for improved service delivery.
- Conducted performance-based huddles and training sessions for lower-quantile employees, fostering skill development and improving overall team output.
Transaction Processing Associate
Accenture Solutions Private Limited
Bangalore
08.2018 - 02.2020
- Financial Processing: Executed high-accuracy financial tasks, including raising journals and reconciling accounts on Synergy and SAP.
- Resolved complex escalations, earning formal client appreciation for exceeding deadlines.
- Managed client issues and emails, ensuring prompt resolution and maintaining strong communication.
- Award-Winning Performance: Received 3 "Employee of the Month" awards for consistently exceeding operational targets and productivity benchmarks.
Education
Bachelor of Commerce (B.Com) - Mangalore
Mahesh College of Management
Mangalore01.2016
Pre-University Course (PUC) - Mangalore
St. Aloysius College
Mangalore01.2013
SSLC - Mangalore
State Board
Mangalore01.2011
Skills
- Invoice Processing
- Reconciliations
- Journal Entries
- Process Auditing
- SLA Management
- Quality Parameter Training
- Lean Six Sigma
- DSAT Improvement
- Workflow Streamlining
- Escalation Resolution
- SAP
- Synergy
- Inbound/Outbound Correspondence
- Relationship Management
Achievements And Social Impact
- Top Auditor, Awarded 'Employee of the Month' twice specifically for achieving the highest audit volume in the department.
- Corporate Social Responsibility, Active participant in Infests CSR initiatives, including volunteer work for local old age homes.
Core Competencies
SAP, Synergy, Invoice Processing, Journal Entries, Reconciliations, Process Auditing (400+ weekly), SLA Management, Quality Parameter Training, Lean Six Sigma (Yellow Belt), DSAT Improvement, Workflow Streamlining, Escalation Resolution, Inbound/Outbound Correspondence, Relationship Management
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
Timeline
Senior Process Executive (Level 2A)
Infosys Limited
09.2020 - 06.2023
Transaction Processing Associate
Accenture Solutions Private Limited
08.2018 - 02.2020
Bachelor of Commerce (B.Com) - Mangalore
Mahesh College of Management
Pre-University Course (PUC) - Mangalore
St. Aloysius College
SSLC - Mangalore
State Board