Bhanu Pratap Yadav
Summary
Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.
Overview
12
12
years of professional experience
Work History
Lead Consultant
Genpact Headstrong Capital Markets
08.2021 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Optimized team performance through effective communication, training, and leadership techniques.
- Spearheaded the successful completion of complex projects through effective risk management and mitigation strategies.
- Maintained up-to-date knowledge of industry best practices in software testing methodologies and tools to continuously improve UAT processes.
- Enhanced project efficiency by collaborating with cross-functional teams in executing UAT test cases and ensuring timely delivery of results.
- Developed comprehensive documentation to support knowledge transfer among team members, reducing reliance on specific individuals.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
Master Customer care executive
American Express India Pvt Ltd.
01.2020 - 08.2021
- Managing UK customer disputes and credit refunds escalations
- Offer end-to-end support to a team of15-20 people
- Offer feedback and training to team members as needed
- Maintain service quality while handling credit card activities
- Up-selling new products and services during live customer interaction
- Web and mobile chat service for Amex Credit and charge card products
- Enhanced customer satisfaction by resolving complex inquiries efficiently.
- Developed training materials for improving service consistency.
Senior Executive
Concentrix Daksh India Pvt Ltd
10.2015 - 01.2018
- Web chat process for USA based Sprint Telecom
- Handled complex customer complaints, providing smart solutions for ongoing satisfaction and loyalty
- Conducted self-assessment to evaluate growth potential, identify areas for improvement, and determine training need
- Managed on-boarding and training for new employees
- Managed new employee training and monitored for productivity, accuracy, and friendly service
Operations Executive
Matrix Cellular (International) Services Limited
04.2013 - 07.2014
- International Telecom service and Forex services for clients travelling abroad from India
- Maintains databases by entering new and updated customer and account information
- Reviewing data for deficiencies or errors, correcting any incompatibilities, and verifying output
- Responding to information requests from authorized members and managing escalations related to data reports and products
Education
Master of Business Administration - Operations Management
SMU
01.2015
Bachelor of Commerce -
University of Delhi
07-2011
Skills
- Team leadership & development
- Issue resolution
- Processes and procedures
- Business analysis
- Troubleshooting
- Documentation Tools: Confluence, Jira, Microsoft Office Suite
- Testing Methodologies and Protocols: User acceptance testing protocols and
- Analytical and Reasoning Skills: Strong analytical and reasoning skills - capability to pinpoint key information from large datasets
- Understanding and knowledge of Software development life cycle
- UAT testing, System integration testing, Regression testing, Functional testing, Adobe Analytics, Adobe Experience Manager (AEM), Data migration testing, Postman for application testing, Test case creation and execution, Defect tracking using Jira
- Project Management Methodologies: Agile methodologies (eg, Scrum)
Accomplishments
- Spearheaded the development and implementation of standardized SOPs and Quick Reference Guides, resulting in a reduction in on boarding time for new team members and an increase in operational efficiency.
- Led a high-profile project that successfully increased product revenue within the first quarter through the identification and implementation of strategic enhancements based on comprehensive market research and user feedback analysis.
- Achieved improvement in project delivery timelines by optimizing resource allocation and streamlining processes, leading to enhanced client satisfaction and retention.
- Played a key role in reducing project costs through budget management and the identification of cost-saving opportunities, resulting in improved profitability and financial performance for the organization.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge
Timeline
Lead Consultant
Genpact Headstrong Capital Markets
08.2021 - Current
Master Customer care executive
American Express India Pvt Ltd.
01.2020 - 08.2021
Senior Executive
Concentrix Daksh India Pvt Ltd
10.2015 - 01.2018
Operations Executive
Matrix Cellular (International) Services Limited
04.2013 - 07.2014
Master of Business Administration - Operations Management
SMU
Bachelor of Commerce -
University of Delhi
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