Pratik Sunil Pradhan
Mumbai
Summary
Accomplished Senior Technical Analyst with expertise in real-time troubleshooting and RCA analysis at Accenture Solutions Ltd. Proven track record in enhancing team performance and operational efficiency. Skilled in customer handling and safety management, driving significant improvements in workplace operations. Recognized for exceptional leadership and strategic problem-solving abilities.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work History
Senior Technical Analyst, Inbound Voice
Accenture Solutions Ltd
Mumbai
05.2024 - Current
- Resolved real-time customer queries regarding telecom and broadband networks with Verizon.
- Addressed subscription issues in collaboration with telecom partners according to service agreements.
- Provided assistance for Apple, Samsung, Google, and Motorola devices during eSIM and pSIM activations.
- Managed new and existing production teams as a senior analyst and support coach, focusing on performance improvement.
- Coached team members through meetings and training sessions for DSAT audits and RCA processes.
- Handled complex queries for agents, ensuring resolution within company policy and time guidelines.
Senior Travel Expert
Teleperformancedibs - Hopper.com
Mumbai
06.2023 - 04.2024
- Car rentals and Hotel bookings for customers, ensuring accurate and timely reservations, Managing flight routes to optimize scheduling and enhance operational efficiency, Executed basic airline ticketing procedures, ensuring adherence to company policies and accuracy in reservations on Amadeus and Sabre.
- Airline Ticketing and Operations, Refunds, Travel credit processing modifications (Both Voluntary and Involuntary), cancellation, refunds and processing
- Travel rentals - Detailed operations of car rental refund processing, modification, cancellation
- Provided on-call sales support for flights and hotels, effectively resolving customer inquiries and enhancing service experience.
- Planned and coordinated all travel for clients based on budget, schedule, demand and travel need.
Travel Associate
WNS Global Services - Expedia Group
Mumbai
01.2022 - 02.2023
- Utilized Amadeus, Sabre, FareLogix for airline ticketing, refund processing, and travel credit operations.
- Managed car rental operations and hotel reservations, including handling cancellations and processing refunds.
- Coordinated travel arrangements for clients using Expedia Group systems.
- Assisted customers with inquiries about bookings and travel policies.
- Managed itinerary changes and ensured timely communication with clients.
Associate
Teleperformancedibs - Cibil
Mumbai
11.2019 - 06.2022
- Processing and operations on Commercial and consumer CIBIL reports
- Conducted document audits for commercial reports, ensuring accurate processing, publishing, and analysis at headquarters.
- Developed monthly, quarterly, and yearly analytical reports for management review.
- Conducted customer and background checks on potential customers and business partners for compliance reasons.
- Utilized qualitative and quantitative methods to assess and synthesize complex information into clear insights.
Machine Intelligence Engineer
Cybernetic Technologies Pvt Ltd.
Pune
08.2018 - 08.2019
- Packaged food Manufacturing plant Deesa, Gujarat- Research and development, Manufacturing and food packing project
- Missile shell Manufacturing plant - Nagpur, Ambazari - Developed HMI and SCADA programming for automated systems.
- Tested, verified and maintained networking services based on solution designs.
- Managed labor resources and inventory to optimize manufacturing operations.
- Improved processes, measurement, documentation, and workflow efficiency.
- Created procedures for reviewing, evaluating, and inspecting engineering projects, enhancing operational efficiency.
- Conducted risk assessments and implemented control measures to promote a healthier and safer environment.
Assistant Manager - Safety Operations
Reliance Jio Infocom Pvt Ltd.
Mumbai
06.2014 - 10.2015
- Conducted safety operations across India, ensuring compliance with safety standards through site visits and root cause analysis, delivering detailed reports to management.
- Working with state teams for site and internal audits to create and roll out guidelines for better and safety prone operations
- Trained and updated safety officers on safety procedures to enhance operational compliance.
- Training the safety officers theoretically and practically on use of safety harness and other equipment
- Educated and encouraged employees on proper use of Personal Protective Equipment to promote safety culture.
- Orientation and training to new connected GETs
Associate
Serco Global - HUL Pvt Ltd
Mumbai
01.2015 - 05.2014
- Delivered customer service support at Hindustan Unilever, enhancing customer satisfaction through effective issue resolution.
- Managed client communications and resolved inquiries effectively.
- Collaborated with cross-functional teams to enhance service delivery.
- Utilized CRM software to track customer interactions and feedback.
Education
SIX SIGMA GREEN BELT - Lean And Performance Management
AIGPE
Mumbai07-2026
MBA - Operations Management
Institute of Technology and Management - IIST
New Mumbai10-2017
NEBOSH - HSE&F And Workplace Safety
NIST
MUMBAI06-2015
B.E - Electronics and Telecommunication
Father Conceicao Rodrigues Institute of Technology
New Mumbai06-2013
Diploma - Industrial Electronics
Father Agnel Polytechnic
New Mumbai06-2010
Skills
- RCA Analysis for BPO sector
- Real time Troubleshooting
- Customer handling
- Lean and performance management
- Safety management at workplace
- Team building and team engagement activities
- Risk Assessment
- Proficient Reporting and Analysis
- Site / workplace & Operations
- Operations Management
- Incident Investigation
LANGUAGES
English Advanced, IELTS, Hindi Native
HOBBIES AND INTERESTS
Playing Guitar, Freelance Karaoke and live Singer with my own Singing label, Cloudd Nine Music events, Meeting new people and building new network, Highly Social and Extrovert, Doing Creative Activities, Foodie, Swimming.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Certification
- Nebosh
- Six Sigma Green Belt
Timeline
Senior Technical Analyst, Inbound Voice
Accenture Solutions Ltd
05.2024 - Current
Senior Travel Expert
Teleperformancedibs - Hopper.com
06.2023 - 04.2024
Travel Associate
WNS Global Services - Expedia Group
01.2022 - 02.2023
Associate
Teleperformancedibs - Cibil
11.2019 - 06.2022
Machine Intelligence Engineer
Cybernetic Technologies Pvt Ltd.
08.2018 - 08.2019
Associate
Serco Global - HUL Pvt Ltd
01.2015 - 05.2014
Assistant Manager - Safety Operations
Reliance Jio Infocom Pvt Ltd.
06.2014 - 10.2015
SIX SIGMA GREEN BELT - Lean And Performance Management
AIGPE
MBA - Operations Management
Institute of Technology and Management - IIST
NEBOSH - HSE&F And Workplace Safety
NIST
B.E - Electronics and Telecommunication
Father Conceicao Rodrigues Institute of Technology
Diploma - Industrial Electronics
Father Agnel Polytechnic