Satish Venkataiah

As a Continuous Improvement Specialist (P2P/O2C/Customer Care)

• Made recommendations to reduce waste, increase utilization and reduce costs via enhancements to procedures, business practices and systems.

• Improve clients' satisfaction by consistently improving quality and productivity of services by applying quality practices like Lean, Six Sigma and Agile principles.

• Assist line management with coordination and reporting of management self-assessment of controls results and corrective actions through RCA (5 Why's), VSM, Gamba Walks/Keystroke process analysis & FMEA.

• Lead independent proactive /process reviews, identify problem areas, give expert advice, and offer recommendations.

• To improve clients’ satisfaction by consistently improving quality and productivity of services by applying quality practices like Lean, Six Sigma, SPC and Agile principles.
• Assist line management with coordination and reporting of management self-assessment of controls results and corrective actions through RCA (5 Why’s) and VSM.
• Lead independent proactive / process reviews, identify problem areas, give expert advice, and offer recommendations.
• Drive Defect Prevention Process, GCH, CVR & Client Advocacy.
• Conduct audits on incidents & changes (TQR & CQR) and provide feedback on improvements needed.
• Achieve at least 30% of overall ticket reduction within account through Continual Service Improvement.
• Publish account review analytical dashboards with all metrics and exceptions reports.
• Playing key role in Agile implementation and showcasing results achieved through Agile methodology.

• Performed continuous improvement by monitoring calls of first line technical advisors, engaging in problem-solving activities.
• Weekly monitoring of 100 calls with average call time >10min.
• Feed back process to advisors and improvement plans using DMAIC