Sinchana MS

Specialist - May 2023 - Current.

• Ensured optimum data quality through value-adding initiatives in operations, which include accuracy, completeness, and timeliness.
• Performed regular data audits to verify integrity and accuracy of information.
• Supported the creation of a Data Quality Audit Framework.
• Utilized business intelligence tools such as Power BI to create interactive dashboards for management reporting purposes.
• Developed documentation to improve the understanding of data sources.
• Prepared and maintained documentation related to data management processes.
• Created detailed reports and presentations to communicate findings to stakeholders.
• Built custom applications using Python, automating tasks, and eliminating waste.
• Applied client feedback to deliver information to management for corrective action.
• Managed multiple projects simultaneously while meeting deadlines consistently.
• Facilitated numerous client meetings to address concerns.
• Managed the agriculture team operations in the team leader's absence, expanding insights into group dynamics, and managing shifts and workflow.
• Led training sessions and mentored junior team members in various projects.
• Worked with the manager to create the Business Process Improvement Roadmap.
• Collaborated with stakeholders and other internal teams to audit the Data Quality Framework.
• Case analysis and trending, creating action plans to drive a better client experience.
• Worked as a citizen developer, helping and maintaining the Python scripts.
• Creation of a method for working documentation and Lucid Charts for a better understanding of the process.
• Delivered projects on schedule while keeping stakeholders informed.
• Managed incidents and escalations, maintaining prompt communication to stakeholders and clients of developments.
• Led pan-commodity projects such as Data Quality Framework, Content Expansion, Timeseries Improvement Plan, PE Cleanse Project, and IDN Elimination.

Senior Content Analyst - Responsibilities.

• Chat Room, 9x5 presence ranging from content explanation, search, and integrity.
• Service Cloud case queue management. Stakeholder Management: Customer Communication, Service Alerts, and Data Notifications.
• Managing incident communication to stakeholders and the respective team.
• Support PIR (Post-Incident Review) by providing a detailed incident summary and timelines.
• C2C contact with clients: advising internal and external stakeholders, resolving their issues in a professional manner
• representing on change management calls and the service forum (SF) to provide details on incidents.
• Customer Centric

Content maintenance

• Monitor data completeness and accuracy; flag and implement errors and related fixes.
• Validate time series content update. Render detailed client notifications on content and product changes.
• Creation and maintenance of process-related SOPs (Standard Operating Procedures) documents.
• Create, plan, and deliver training plans for peers and new joiners.
• Implementation of various Business Process Improvements (BPI),
• Conduct Root Cause Analysis (RCA) for cases received from clients.
• Trend customer cases, pattern implementation, preventive actions, and proposed strategic fixes.
• Managing market holidays and year-end changes.
• Review the impact of internal and external infrastructural changes, and facilitate the implementation of such changes.
• Planning of the weekly roster and work allotment. In-depth investigation and resolutions.
• Maintain operational stability by adhering to and managing internal metrics
• Creating PowerPoint presentations to showcase management, with various ideas and improvements.
• Implemented updated recovery procedures to rectify issues in data collection and analysis, resulting in high accuracy.
• Tracked key metrics and maintenance of the spreadsheet.