Sudeshna Roy
Summary
Operations and Business Analytics professional with 9+ years of experience in stakeholder management, operational reporting, KPI analytics, and real-time operations. Skilled in driving operational excellence through data-driven insights, incident resolution, and process improvement to enhance service delivery and client satisfaction.
Overview
1
1
Language
9
9
years of professional experience
Work History
Process Developer
Genpact
11.2022 - 09.2025
- Developed operational dashboards using Power BI and Excel to support decision-making and resource allocation.
- Prepared daily, weekly, and monthly KPI reports for leadership, enhancing operational visibility and performance tracking.
- Partnered with cross-functional stakeholders to resolve operational exceptions and improve service delivery.
Business Analyst
OnProcess Technology
08.2020 - 09.2022
- Performed data quality checks and shared insights with stakeholders to enhance operational efficiency.
- Supported capacity planning and scheduling to optimize resource allocation.
- Generated SLA and operational reports to ensure adherence to service standards.
Billing & Chat Advisor
British Telecom
07.2019 - 07.2020
- Resolved customer issues, consistently meeting SLA targets to ensure timely service delivery and client satisfaction.
- Provided expert advice on telecommunications products and services to customers to enhance service quality.
- Collaborated with team members to improve customer service processes and operational efficiency.
Real-Time Analyst
OnProcess Technology
09.2016 - 07.2019
- Monitored live operations to ensure adherence to service levels and operational efficiency.
- Managed real-time escalations and tracked staffing metrics for optimal resource allocation.
- Analyzed trends and patterns to support decision-making for client projects, improving overall service delivery.
Education
Bachelor of Business Administration -
Parul Institute of Business Administration
Gujarat01-2016
Skills
Languages
English
Proficient (C2)
C2
Accomplishments
- Certificate of Participation - BBA Baazigar Season 9
- Organiser - Xplore 2014(National Level Symposium
Timeline
Process Developer
Genpact
11.2022 - 09.2025
Business Analyst
OnProcess Technology
08.2020 - 09.2022
Billing & Chat Advisor
British Telecom
07.2019 - 07.2020
Real-Time Analyst
OnProcess Technology
09.2016 - 07.2019
Bachelor of Business Administration -
Parul Institute of Business Administration