Jesline R
Bangalore
Summary
Dynamic professional with extensive experience at Accenture Solutions, excelling in Procure-to-Pay process management and escalation resolution. Proven track record in leading teams, enhancing productivity through targeted coaching, and achieving seamless process transitions. Adept at mentoring and fostering a collaborative environment, driving significant improvements in customer experience and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Senior Practitioner Customer Support
Concentrix
2025 - Current
- Respond to customer inquiries related to broadband and mobile services, maintaining a high first-contact resolution rate.
- Facilitate regular team huddles and shared process updates to ensure team alignment.
- Analyze team performance metrics and provided targeted coaching to enhance productivity.
Business Operations Analyst
Accenture Solutions Pvt. Ltd
2021 - 2025
- Lead a team of 30+ analysts, providing hands-on guidance and performance support across P2P operations.
- Successfully led two end-to-end process transitions, ensuring seamless knowledge transfer and service continuity.
- Conducted regular quality audits and floor support sessions to uphold compliance and accuracy standards.
- Mentored new hires and facilitated onboarding, reducing ramp-up time by 30%.
- Handled complex escalations and D-SAT cases with a focus on root cause analysis and long-term resolution.
Escalation Handler
Accenture Solutions Pvt. Ltd
2018 - 2021
- Responded to customer inquiries related to broadband and mobile services, maintaining a high first-contact resolution rate.
- Facilitated regular team huddles and shared process updates to ensure team alignment.
- Analyzed team performance metrics and provided targeted coaching to enhance productivity.
Education
Bachelor's - Commerce
Himalayan University
Bangalore, India01-2022
Pre-University College -
Kendriya Vidyalaya 1
Bangalore01-2010
Class X -
Kendriya Vidyalaya 2
Bangalore01-2008
Skills
- Procure-to-Pay (P2P) Process Management
- Escalation & Issue Resolution
- Stakeholder & Team Management
- Process Transition & Knowledge Transfer
- Training and Mentoring
- Quality Assurance & Auditing
- Customer Experience Management
Accomplishments
- Enhanced customer satisfaction by effectively handling high-priority complaints and strengthening client relationships, leading to improved satisfaction scores.
- Orchestrated a cross-functional initiative that streamlined procure-to-pay processes, resulting in a 20% reduction in cycle time and enhanced vendor relationships.
- Resolved complex escalations and D-SAT cases through detailed root cause analysis, decreasing repeat issues by 25%.
- Streamlined accounts payable workflows, cutting processing time by 15% and enhancing department productivity.
Languages
- Hindi
- Telugu
- Tamil
- English
- Hindi
- Telugu
- Tamil
Applications Knowledge
- Microsoft Office Suite (Excel, Word, Outlook)
- SAP vol 9
- Service Now
- Ariba Buy Now
- Document Flow Manager
Personal Information
- Passport Number: Y8356774
- Date of Birth: 02/01/92
- Nationality: Indian
Timeline
Senior Practitioner Customer Support
Concentrix
2025 - Current
Business Operations Analyst
Accenture Solutions Pvt. Ltd
2021 - 2025
Escalation Handler
Accenture Solutions Pvt. Ltd
2018 - 2021
Bachelor's - Commerce
Himalayan University
Pre-University College -
Kendriya Vidyalaya 1
Class X -
Kendriya Vidyalaya 2