Hi, I’m
Goutham Suresh
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Business-minded Tax Analyst promoting more than 5.5 years of expertise of ensuring accurate tax return filing. An efficient individual with experience building and updating tax models and tools. A real problem solver with project planning, analytical and team collaboration skills.
Overview
8
years of professional experience
5
Languages
Work History
Accenture Solutions Private Limited
Business Trainer
9 2021 - 03.2024
Job overview
- Have been training multiple batches with process knowledge training for the current project
- Total batches trained till date (batch 3,5,8,10,12,13&16) Having been sharing latest process updates with the production floor and keep them updated on a real time basis
- Identifying and upskilling BQ performers with the required process support Providing real-time coaching and feedback to agents based on their performance
- Conduct live audits of agent calls to understand the process gap Rolling out monthly PKT's (Process Knowledge Test) throughout the production floor Support OJT batches to achieve their metrics
- Drive completion of client trainings throughout the floor
Accenture Solutions Private Limited
Quality Analyst
09.2021 - 03.2024
Job overview
- Analytical skills with attention to detail and experience analyzing large sets of data in Excel
- Evaluate voice and non-voice interactions and provide constructive feedback to the agents
- Conduct Root Cause Analysis, monitor Customer Satisfaction Survey results and recommend improvement to reduce AHT
- Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills
- Generate reports (statistics, graphs, etc.) specifically on the status of quality initiative implementation
- Act as a subject matter expert for the line of business assigned
- To identify top error parameters and agents who are the top defaulters under these parameters and recommend action plan to reduce the top error trends
- To conduct monthly PKT's to test the agent's knowledge from a process front and to ensure that they are updated with the latest process updates
- To conduct security and compliance huddles and roll out weekly security PKT's with the agents to ensure that they are aware about the critical nature of client confidentiality
- To create presentations to showcase the weekly quality performance and trend analysis to operations
- To create MBR presentations to showcase the monthly performance evaluations and quality measures to clients
- To educate the agents regarding the clean desk policy and workstation hygiene
- To ensure that customer appreciations and WOW moments which agents receive, are showcased with the clients.
Price Waterhouse Coopers
Senior Tax Analyst
05.2016 - 08.2021
Job overview
- Key role in supporting voice process for International Customers (mainly the delegates of Australia, Austria, UK, US, Germany, Canada, Japan etc.) Customer Assistance through Emails and Chats for International Customers Played a key role as Team Lead in managing the team to perform day to day activities along with the customer service
- Assisting the firm for staffing and recruitment of team members based on the requirements
- Filed Tax Returns for multiple clients of PWC
- Filing of original and revised e-TDS returns for multiple clients
- Preparation of Tax Estimation for multiple clients of PWC Preparation of Minutes for departure consultation Regular Tax Consultations with Assignees going for International Assignment Assistance in obtaining NOC on behalf of the Assignees going for International Assignment
Education
Kristu Jayanti College, Bangalore UniversityBengaluru, India
B. Com from Finance
Indian Academy PU College, Department of Pre-University Education, KarnatakaBengaluru, India
12th from Computer, Economics, Business Studies, Accountancy
Royale Concorde International School, Karnataka State BoardBengaluru, India
10th from Science
Skills
iACE software
eTDS 1920 software
RPU Software
Verint
AWS
Power App
SNOW
Power BI
Leadership
Interpersonal and communication skills
Operations Management
Training & Coaching
Accomplishments
- Received Accenture Recognition for ‘Embracing Shared Access' for the period FY 2023-24
- Received Accenture Recognition for promotion as ‘Business Trainer' for the period FY 2022
- Received “Accenture Achievements” Award for Team Zeal's
- Received ‘Accenture Encore Star of Business Award' for the period Q2&Q3 for FY 2022
- Received “Top Trainee” of Accenture Bangalore Award
- Awarded the “Good Job Done Individual” and “Good Job Done Team” for the financial year 2019-2020
- Received ‘Spot Award' for assisting “Harman” client in VISA auditing process.
Trainings And Events
- Underwent ‘Module Teach backs' and obtained client certification as ‘Business Trainer.'
- Underwent ‘Written Email Communication' training and obtained certification.
- Underwent ‘Art of Coaching' certification.
Timeline
Quality Analyst
Accenture Solutions Private Limited
09.2021 - 03.2024
Senior Tax Analyst
Price Waterhouse Coopers
05.2016 - 08.2021
Business Trainer
Accenture Solutions Private Limited
9 2021 - 03.2024
Kristu Jayanti College, Bangalore University
B. Com from Finance
04.2016
Indian Academy PU College, Department of Pre-University Education, Karnataka
12th from Computer, Economics, Business Studies, Accountancy
04.2013
Royale Concorde International School, Karnataka State Board
10th from Science
04.2011