Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Satya Ranjan Mohapatra

Content Operations Analyst

Summary

Detail-oriented team player with strong organizational skills. Proven expertise in customer relation, Vendor and stakeholder management.

Content management and data processing capabilities in large scale organizations. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

4
4
years of professional experience
3
3
Certifications

Work History

Content Analyst

Chegg India Pvt.Ltd
12.2020 - Current
  • Research though own and other competitor platforms to enhance the user interface and content quality of Chegg's platform.
  • Improved operational efficiency by identifying and implementing process improvement ideas and streamlining workflows.
  • Analyzed data trends for informed decision-making, leading to cost savings and improved performance.
  • Collaborated with vendors and stakeholders to develop strategic plans and negotiation outcomes for organizational growth.
  • Worked closely with development teams to communicate customer and partners requirements, leading to enhanced product features tailored towards their needs.
  • Developed knowledge base articles to aid in the resolution of common issues, reducing ticket volume.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Creating project-wise dashboards and reports in collaboration with DA and DS team and share it with higher management.

Operations Specialist

Airbnb India
8 2018 - 3 2020
  • Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
  • Ensuring the efficiency of each team member and timely completion of task
  • Coach and conduct one on one session regularly to rectify & eliminate the errors and motivate team members
  • Audit the completed task by the team and ensure no errors before sending to further teams
  • Regular collaboration with Quality and Compliance team from USA to track performance record of the team and enhance gradually
  • Participating in the Con Call with global clients weekly to be updated with the process and project updates and future working guidelines
  • Share daily, weekly, monthly performance reports with Operation Leaders and other teams
  • Sharing individual performance components with team members and find opportunity to enhance their efficiency
  • Participating in the Interview process to select suitable candidates for the LOB and brief them with floor KPIs.

Customer Service Associate-II

Convergys India
5 2017 - 6 2018
  • Handling international customers via Inbound call as well as Chat & Email platform
  • Handling queries on billing discrepancies and solve them with most suitable resolution
  • Assisting customers with technical queries and fix them remotely with the tool
  • Upselling the new as well as existing products to customers after successful resolution of initial query
  • Processing the new orders on their account and share reports by EOD
  • Handling retention cases for leaving customers and ensure continuous relation
  • Supporting new batches during the classroom training as well as transitioning to the production floor.

Education

Bachelor of Technology -

BPUT
Odisha
04.2001 -

Skills

    Operations Management

    MS Office (Advance Excel, Outlook, Word, Power Point)

    SQL

    Analytical Skills

    Customer Relationship Management (CRM)

    Team Leadership

    Content analysis

    Strategic content planning

    Data Management

    Quality Assurance

Certification

Anti-Money Laundering Concepts: AML, KYC and Compliance

Languages

English
Hindi
Hindi

Timeline

Cyber Security: From Beginner to Expert

08-2024

Anti-Money Laundering Concepts: AML, KYC and Compliance

07-2024

SQL Masterclass

12-2023

Content Analyst

Chegg India Pvt.Ltd
12.2020 - Current

Bachelor of Technology -

BPUT
04.2001 -

Operations Specialist

Airbnb India
8 2018 - 3 2020

Customer Service Associate-II

Convergys India
5 2017 - 6 2018

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Satya Ranjan MohapatraContent Operations Analyst