Sonu Jha
Process Specialist with Wipro, adept in retail operations and proficient in excel and Microsoft. Deeply interested to grow, focusing on the quality of work delivered. Currently driving process improvements, steering projects and ensuring seamless operations. Eager to contribute innovative solutions and drive performance within a collaborations team setting.
1 No Bhot Bagan Lane Ghusuri Howrah
Overview
6
6
years of professional experience
Work History
Senior Process Associate
Wipro
06.2022 - Current
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Monitored and reported on process performance to verify compliance with established standards.
- Provided exceptional customer service when interacting with clients or vendors during process execution tasks.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Developed strong working relationships with cross-functional teams for seamless collaboration on projects.
- Increased processing speed by mastering software tools and utilizing keyboard shortcuts efficiently.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Assisted in the development of training materials for new hires, improving onboarding experience and knowledge retention.
- Prioritized initiatives to increase success rates of strategic projects.
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Evaluated existing processes on ongoing basis, implementing incremental improvements to drive long-term success.
- Conducted thorough analysis of existing processes, identifying key areas for improvement and efficiency gains.
- Facilitated cross-departmental collaboration, leading to more cohesive and efficient project completion.
- Managed critical projects from inception to completion, ensuring that all objectives were met on time and within budget.
- Streamlined processing procedures, significantly reducing errors and improving overall workflow efficiency.
- Enhanced team productivity by introducing innovative process improvement strategies.
- Fostered positive and collaborative work environment, contributing to high team morale and low turnover rates.
- Improved client satisfaction with timely and accurate processing of requests and inquiries.
- Acted as primary point of contact for client escalations, resolving issues swiftly to maintain high levels of client satisfaction.
- Increased accuracy in data processing by conducting regular quality checks and implementing corrective measures when necessary.
- Cultivated culture of continuous improvement, encouraging team members to contribute ideas for enhancing processes.
- Led regular team meetings to review performance metrics, set goals, and discuss strategies for achieving targets.
- Implemented new software tools to automate repetitive tasks, freeing up valuable time for more strategic activities.
- Coordinated with IT department to troubleshoot and resolve system issues, minimizing downtime and maintaining productivity.
- Reduced processing times for key tasks, enabling team to handle higher volumes without compromising quality.
- Proactively identified bottlenecks in process flow, implementing effective solutions to eliminate delays.
- Trained new team members on best practices and company-specific procedures, enhancing overall team performance.
- Achieved substantial cost savings by optimizing resource allocation and minimizing waste.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Observed packing operations to verify conformance to specifications.
- Participate in various process improvement initiatives using Learn Six Sigma methododologies.
- Participate in fixing the end user router if not working for any software issue.
- I do the diagnosis followed by the investigation of all the infrastructure related engineering task to find out the core issue of the provisional job or repair job.
- Achieve 30 Fallouts target for each and every day.
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Assessed risk factors in business processes, proposing mitigation strategies to minimize potential issues.
- Promoted a culture of continuous improvement by encouraging innovation and sharing best practices among the team.
- Analyzed data trends to recommend data-driven decisions that led to enhanced performance metrics.
- Reduced production downtime with regular equipment maintenance and timely issue resolution.
Process Associate
Xplore Tech Services Pvt.Ltd (Fusion BPO Services)
07.2019 - 01.2021
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Achieve 20 Post pay Booking and 12 Pre pay Bookings Target for each and every day. With maintaining all the AHT and quality meters
Education
High School Diploma -
Shree Hanuman Jute Mill Hindi High School
Howrah, India 04.2001 -
Pursuing Graduation -
Indra Gandhi Nation Open University
04.2001 -
Skills
Process Analysis
Report Analysis
Presentations
Schedule Coordination
Process Improvement
Workflow Management
Software Knowledge
Production deadline management
Process flows
Lean Six Sigma
Business process reengineering
Teamwork and Collaboration
Time Management
Problem-Solving
Quality Assurance
Multitasking
Time management abilities
Multitasking Abilities
Adaptability and Flexibility
Active Listening
Problem-solving aptitude
Team Collaboration
Professionalism
Team building
Effective Communication
Written Communication
Adaptability
Excellent Communication
Data Analysis
Timeline
Senior Process Associate
Wipro
06.2022 - Current
Process Associate
Xplore Tech Services Pvt.Ltd (Fusion BPO Services)
07.2019 - 01.2021
High School Diploma -
Shree Hanuman Jute Mill Hindi High School
04.2001 -
Pursuing Graduation -
Indra Gandhi Nation Open University
04.2001 -