Summary
Overview
Work History
Education
Skills
Languages
Extra Qualification
Projects
Accomplishments
Timeline
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Rohith Suresh Kotian

Lead Associate - Operations

Summary

Accomplished Lead Associate - Operations at WNS Global Services with a proven track record in enhancing employee retention and client satisfaction through exceptional leadership and customer service skills. Expert in operations management and adaptability, significantly improving team efficiency and fostering a collaborative work environment. Demonstrated ability in audit preparation and multitasking, driving successful project completions and process improvements.

Overview

9
9
years of professional experience

Work History

Lead Associate - Operations

WNS Global Services
10.2019 - Current
  • Mentored junior associates, providing guidance on best practices and professional development opportunities.
  • Coordinated weekly meetings for internal and external groups.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Increased employee retention by fostering a positive work environment and recognizing outstanding performance.
  • Built strong relationships with clients through exceptional customer service skills which led to repeat business opportunities over time periods measured in years not months or weeks alone.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Maintained team flexibility and embraced change to adapt within dynamic markets.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Enhanced client satisfaction with effective communication, regular progress updates, and prompt resolution of concerns.
  • Assisted with new hire processing and existing training programs.
  • Evaluated team member performance regularly, providing constructive feedback for continuous improvement.
  • Developed and implemented strategies to streamline office operations.

Transaction Processing Associate

Accenture
04.2018 - 10.2019
  • Developed strong working relationships with colleagues across various departments to facilitate efficient interdepartmental collaboration on transaction-related matters.
  • Performed quality assurance checks and reported issues to management to discuss solutions.
  • Identified opportunities for process improvements through data analysis, leading to increased efficiency within the transaction processing team.
  • Ensured compliance with industry regulations by meticulously reviewing and verifying transaction documentation.
  • Demonstrated adaptability by quickly learning new systems and processes as needed to ensure smooth transitions during system upgrades or changes in company protocols.
  • Initiated online transaction processing to eliminate lengthy processing time.
  • Trained staff on procedures and guidelines to effectively execute daily tasks.
  • Maintained a high degree of accuracy in all transaction processes, minimizing discrepancies and potential issues.

Senior Associate

WNS Global Services
11.2015 - 03.2018
  • Trained and supported new team members, maintaining culture of collaboration.
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
  • Worked varied hours to meet seasonal and business needs.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Managed customer relations through communication and helpful interactions.
  • Utilized customer feedback to improve product offerings.

Education

Bachelor of Commerce - Accounting

V.P.M High School And College
Mulund West, India
04.2001 -

Bachelor of Accountancy - Accounting

South Indian Association High School
Dombivali, India
04.2001 -

Skills

Audit preparation

Languages

English
Hindi
Marathi

Extra Qualification

- Computer Programming Course
- Microsoft Office Proficiency
- Tally Software
- Advanced Excel Skills
- Experience with Salesforce
- Proficient in SAP
- Power BI Expertise

Projects

  • Indore Site: Contributed specialized knowledge to support the establishment of the Indore site as a center of excellence.
  • SDA Leadership: Served as the SDA Leader overseeing the progression and graduation of SDA solvers.

Accomplishments

  • Received recognition as the Best Leader in the SDA program.
  • Awarded for excellence in the Shrinkage category.
  • Achieved a 100% graduation rate in the SDA program.

Timeline

Lead Associate - Operations

WNS Global Services
10.2019 - Current

Transaction Processing Associate

Accenture
04.2018 - 10.2019

Senior Associate

WNS Global Services
11.2015 - 03.2018

Bachelor of Commerce - Accounting

V.P.M High School And College
04.2001 -

Bachelor of Accountancy - Accounting

South Indian Association High School
04.2001 -

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Rohith Suresh KotianLead Associate - Operations