Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Bhanu Prakash

Bangalore

Summary

Dynamic process improvement specialist with a proven track record at PhonePe, enhancing customer satisfaction through automation and data analytics. Expert in cross-functional leadership and quality assurance, I successfully reduced resolution times by 50% while fostering a culture of continuous improvement. Skilled in Google Sheets and adept at problem-solving.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Process Design & Automation

PhonePe
Bangalore
10.2022 - Current
  • Optimized customer support processes, reducing resolution time by 50%, and minimizing repeat issues by 1.8%, leading to a 7% increase in C-SAT.
  • Developed and deployed Service Excellence Frameworks to enhance customer interactions and drive operational efficiency.
  • Leveraged Google Sheets and Microsoft Excel to analyze and visualize key operational metrics, enabling data-driven decision-making.
  • Designed and implemented performance standards using Balanced Scorecard methodologies to track and improve service quality.
  • Led cross-functional collaboration with portfolio owners and regional teams to create and execute Continuous Improvement (CI) strategies aligned with business goals.
  • Conducted process reengineering initiatives, improving customer support workflow automation, and reducing inefficiencies.
  • Lead end-to-end API integration projects, collaborating with internal business units to ensure seamless delivery.
  • Introduced process automation using RPA (using UI path software) initiatives that reduced L2 team work by 20%, saving 3 hours of bandwidth every day.
  • Leading key initiatives for the product team and overseeing projects that span across multiple teams to enhance product development and improve operational efficiency.
  • Designing and refining processes for new products by analyzing the customer journey, performing VOC analysis, and applying benchmarking to streamline existing workflows.
  • Collaborating with cross-functional teams, including product, tech, operations, training, quality, and category management, to enhance the customer journey during new launches, while overseeing grievance management and policy changes related to RBI reporting.
  • Use A/B testing to understand if the proposed solutions are giving the desired outcomes, and prepare action items to improve the efficiency of the workflows.

Senior Quality Analyst

Razorpay
Bangalore
04.2021 - 10.2022
  • Guided new joiners in understanding key processes, mentoring them during their onboarding, and helping them navigate interactions with merchants.
  • Supervised a team of 22 members, consistently evaluating performance, and providing constructive feedback to ensure continuous improvement.
  • Formulated action plans based on audit findings, championing process improvements, and implementing strategies to enhance operational efficiency. Coordinated training sessions to address process updates.

Senior Executive

Freecharge
Bangalore
04.2019 - 03.2021
  • Reviewed daily transactions (chat, email, etc.). And offered constructive feedback to agents, ensuring compliance with performance standards, and pinpointing areas for enhancement.
  • Investigated D-sat (dissatisfaction) causes, collaborated with operations teams to diagnose root issues, and formulated actionable plans to resolve recurring challenges, boosting customer satisfaction.
  • Detected process inefficiencies through data analysis and feedback, partnered with cross-functional teams to drive corrective actions, and championed continuous improvement initiatives.

Technical Support Executive

Convergys
Bangalore
05.2015 - 03.2019
  • Provided exceptional technical support and sales assistance, ensuring a seamless customer experience by promptly addressing inquiries, troubleshooting issues, & delivering tailored solutions over the phone.

Education

BBA -

Jaipur National University
Jaipur
03-2014

Skills

  • Process improvement and automation
  • Customer experience enhancement
  • Google Sheets
  • Microsoft Excel
  • Lean Six Sigma methodologies (DMAIC)
  • Continuous improvement (PDCA, Kaizen)
  • Data analytics and performance metrics
  • Cross-functional team leadership
  • Stakeholder management
  • Quality assurance and compliance
  • Jira
  • Process mapping
  • Customer journey mapping
  • Data analysis
  • API integration
  • Root cause analysis
  • Change management
  • Multitasking
  • Problem-solving

Websites

Certification

Six Sigma Green belt, KPMG

Timeline

Process Design & Automation

PhonePe
10.2022 - Current

Senior Quality Analyst

Razorpay
04.2021 - 10.2022

Senior Executive

Freecharge
04.2019 - 03.2021

Technical Support Executive

Convergys
05.2015 - 03.2019

BBA -

Jaipur National University

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Bhanu Prakash