Gagan Khetrapal
New Delhi
Summary
Results-driven Senior Business Process Analyst with a strong track record of optimizing business processes and enhancing operational efficiency. Proven leader in cross-functional projects, adept at implementing strategic process improvements that align with organizational objectives. Expertise in data analysis and workflow optimization consistently elevates team performance and productivity.
Overview
16
16
years of professional experience
Work History
Senior Business Process Analyst
Rockwell Automation
01.2022 - Current
- Led cross-functional teams to streamline business processes and enhance operational efficiency.
- Analyzed complex data sets to identify process improvement opportunities and drive strategic initiatives.
- Developed comprehensive documentation for business processes, ensuring clarity and compliance with best practices.
- Mentored junior analysts, providing guidance on best practices in process analysis and optimization techniques.
- Conducted walk-through demonstrations of proposed process changes.
Senior Business Analyst
Accenture
01.2018 - 08.2020
- Led cross-functional teams to identify and implement process improvements, enhancing operational efficiency.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Senior Technical Support Specialist
Convergys
11.2012 - 12.2015
- Resolved complex technical issues for clients, enhancing customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Worked as floor support from 2014 - 2015.
- Analyzed support trends to identify recurring issues, driving proactive solutions and reducing ticket volume.
Operations Team Member
Aon
03.2010 - 06.2011
- Daily Reconciliation, Monthly Reconciliation
- Direct Debit Checks, Payment posting
- Quality Audit & preparation of error report.
Education
B-Com -
Mahatma Jyotiba Phule Rohilkhand University
04.2008
Skills
- User support
- Prioritization and scheduling
- Cross-functional teamwork
- Decision Making
- Effective issue resolution
- Ability to engage with stakeholders at all tiers
- Awareness of quality impact
- Proficient in Microsoft Office Suite and SAP ECC
- Operations management
- Workflow optimization
- Teamwork and collaboration
Timeline
Senior Business Process Analyst
Rockwell Automation
01.2022 - Current
Senior Business Analyst
Accenture
01.2018 - 08.2020
Senior Technical Support Specialist
Convergys
11.2012 - 12.2015
Operations Team Member
Aon
03.2010 - 06.2011
B-Com -
Mahatma Jyotiba Phule Rohilkhand University
Rewards & Recognitions
CSS R&R Q1, Q2, Q3 & Q4 FY23 - Category – Customer; Speed; Speed & Pursuit of Excellence.
CSS Kick Off – FY23 Certificate of Appreciation.
Certificate of Achievement – DEC 2023, Continuous Improvement Quiz-let Award.
CSS R&R Q1, Q2, Q3, &Q4 FY24 - Category – Speed; Integrity, Excellence & Speed.
Lean Six Sigma Yellow Belt Certified Q4 – FY24
CSS R&R Q1, Q2, Q3 & Q4 FY25 - Category – Speed; Pursuit of Excellence; Customer.