Hi, I’m
Sudhanshu Praharaj
Training And Quality
Gurugram
Summary
Resolute and committed Lean Six Sigma Black Belt Certified Professional with nearly 11 years of experience in recruiting and retaining talent, focusing on Operations, Training, Quality, and Database preparation (sourcing, sanitizing, normalizing, and forecasting) and analysis across various industries.
Overview
11
years of professional experience
Work History
CARS24 Pvt LtdGurugram
Vendor management (Sales Experience)
10.2021 - 07.2024
Job overview
- Designated in vendor management team for CARS24 Pvt Ltd managing multiple verticals at Mohali/Bangalore/Hyderabad/Ranchi/Delhi
- Introduce the AI tool integration for the audit process, which is implemented and helps achieve a 100% audit
- Process Improvement and Optimization:
- Initiate a project to change the dialing strategy & attempts due to which we have save the manpower & the CC cost reduce by INR 6 lakh
- Reduction in CC Cost: CC cost for this pod has reduced from ₹41L to ₹34L (May to June) against a target of ₹35L.The projected CC cost for July is ₹28L after coming back to 60% occupancy
- Vendor Management:
- Managed end-to-end vendor services, overseeing Request for Proposals through transition and Business-As-Usual performance across multiple verticals
- Transition Management: Ensured smooth call volume transitions during ramp-up and ramp-down, minimizing impact on customer experience and adhering to defined timelines
- Forecasting: Performed call forecasting for upcoming months while considering Management Goals and performance parameters
- Budget Provisioning & Invoicing: Prepared yearly and monthly budget provisions, successfully closing vendor invoices and ensuring timely payments
- Maintaining Compliance: Conducted frequent audits to uphold compliance standards and Statement of Work (SOW) requirements
- Data Analysis and Mining: Executed smooth and effective data analysis and presentation, ensuring efficient data mining
- Escalation Management: Ensured timely closure of customer-raised issues and minimized escalations
- SOP Definition: Defined SOPs for new verticals and regularly updated SOPs for current verticals
- Business Analysis: Conducted business analysis, budget forecasting, manpower budget forecasting, and performance analysis from RSM to TM level
- Dashboard Publishing: Published various dashboards to enhance process efficiency
- Developed and maintained a MIS plan, including budget needs, sales performance, and requirements
- Analyzed MIS data to identify and mitigate business patterns and trends, ultimately enhancing productivity
- Review Data Preparation: Prepared review data as needed
- Organization Structure Creation: Developed organization structures using MS Excel
- Stakeholder Interaction: Interacted with different stakeholders such as HR, product, and BI teams to prepare various MIS reports as per their requirements
- KPI Data Preparation: Preparing KPI data from Grade-1 to Grade-4 levels, assessing annual and semiannual performance, and provided relative ranking data to HR for appraisal purposes.
Home CreditGurugram
Senior Quality Analyst (Collections/ Grievance /Training & Quality)
01.2016 - 10.2021
Job overview
- Implemented Six Sigma projects at HCIN in 2018, 2019, and 2021
- Reduced errors and unnecessary complaints received from customers
- Project Name: Reduced incorrect RTS instances and minimized fake numbers
- Successfully addressed incorrect RTS instances, reducing them from 3.85% to 0.50% pre-project, saving 7 manpower
- Identified and addressed the receipt of around 21,000 (6.25%) fake contact numbers from customers, impacting collection
- Initiated a project resulting in a reduction to 1.75% of fake numbers
- During collection data analysis, discovered field officers had accepted payments from customers to settle loans, successfully preventing fraud totaling INR 18 lakhs.
Etisal International Pvt LtdGurugram
Quality Analyst (Sales Training, Quality & Customer Experience)
04.2015 - 01.2016
One Point One SolutionGurugram
Quality Analyst - (Sales Training & Quality)
08.2014 - 03.2015
Effort BPO Service Pvt LtdGurugram
Customer Care Executive
01.2014 - 07.2014
Education
Himalayan University
B.A.
CHSE
12th
CBSE
10th
Skills
Experienced in database management, MS Office (excel, powerpoint and word) Jira ,SQL, Black Belt
Communicator
Innovator
Motivator
Collaborator
Intuitive
Strategy Planning & Execution
Training and Development
Process Improvement and Optimization
Recruitment, Selection & On-boarding
Talent Acquisition/ Retention
Budgeting & Compliance
Employee Relation/ Engagement
Compensation & Benefits
Performance Management
Customer Relationship Management
Team Building & Leadership
Vendor Management
Current Role
Designated in vendor management team for CARS24 Pvt Ltd managing multiple verticals at Mohali/Bangalore/Hyderabad/Ranchi/Delhi. Introduce the AI tool integration for the audit process, which is implemented and helps achieve a 100% audit.
Key Result Areas
- Gathering and reporting employee, stakeholder, and client feedback at the end of each cycle, and implementing necessary changes to enhance user-friendliness and alignment with objectives.
- Participating in business and management discussions to grasp organizational priorities and objectives, and facilitating workshops with internal and external stakeholders to ensure alignment.
- Developing and executing comprehensive performance management strategies for employees across the business unit, ensuring alignment with organizational goals.
- Spearheading employee engagement initiatives and overseeing reward and recognition programs.
- Proactively addressing employee grievances to maintain positive employee relations.
- Designing and implementing HR policies, including the Code of Conduct and Non-Compliance Management, to ensure regulatory compliance and adherence to Group standards mandated by the Prague headquarters.
- Playing an active role in resource planning, task allocation, and database maintenance. Generating and maintaining MIS reports for efficient decision-making.
- Supporting project managers in task design, management, and follow-ups on project requirements and procedures communicated to the software team.
Careertimeline( Recent5)
- 01/14/14, 07/14/14, Effort BPO Service Pvt Ltd, Gurugram, Customer Care Executive
- 08/14/14, 03/15/15, One Point One Solution, Gurugram, Quality Analyst - (Sales Training & Quality)
- 04/15/15, 01/16/16, Etisal International Pvt Ltd, Gurugram, Quality Analyst (Sales Training, Quality & Customer Experience)
- 01/16/16, 10/21/21, Home Credit, Gurugram, Senior Quality Analyst (Collections/ Grievance /Training & Quality)
- 10/21/21, CARS24 Pvt Ltd, Gurugram, Vendor management (Sales Experience)
Processimprovementandoptimization
- Initiate a project to change the dialing strategy & attempts due to which we have save the manpower & the CC cost reduce by INR 6 lakh
- Reduction in CC Cost: CC cost for this pod has reduced from ₹41L to ₹34L (May to June) against a target of ₹35L.The projected CC cost for July is ₹28L after coming back to 60% occupancy.
Vendormanagement
Managed end-to-end vendor services, overseeing Request for Proposals through transition and Business-As-Usual performance across multiple verticals.
Transitionmanagement
Ensured smooth call volume transitions during ramp-up and ramp-down, minimizing impact on customer experience and adhering to defined timelines.
Forecasting
Performed call forecasting for upcoming months while considering Management Goals and performance parameters.
Budgetprovisioning& Invoicing
Prepared yearly and monthly budget provisions, successfully closing vendor invoices and ensuring timely payments.
Maintainingcompliance
Conducted frequent audits to uphold compliance standards and Statement of Work (SOW) requirements.
Dataanalysisandmining
Executed smooth and effective data analysis and presentation, ensuring efficient data mining.
Escalationmanagement
Ensured timely closure of customer-raised issues and minimized escalations.
Sopdefinition
Defined SOPs for new verticals and regularly updated SOPs for current verticals.
Businessanalysis
Conducted business analysis, budget forecasting, manpower budget forecasting, and performance analysis from RSM to TM level.
Dashboardpublishing
Published various dashboards to enhance process efficiency.
Analyzedmisdatatoidentifyandmitigatebusinesspatternsandtrends, Ultimatelyenhancingproductivity. Reviewdatapreparation
Prepared review data as needed.
Organizationstructurecreation
Developed organization structures using MS Excel.
Stakeholderinteraction
Interacted with different stakeholders such as HR, product, and BI teams to prepare various MIS reports as per their requirements.
Kpidatapreparation
Preparing KPI data from Grade-1 to Grade-4 levels, assessing annual and semiannual performance, and provided relative ranking data to HR for appraisal purposes.
Achievements( Cars24)
Best Man of the Thor award ( Best man to manage the CC with the less manpower)
Personal Information
- Passport Number: J4022318
- Date of Birth: 06/01/88
Achievements( Homecreditindia)
- Selected for Junior Odyssey program for future Managers
- Helped in automation of waiver, RTS & settlement processes in collections resulting in saving man-hours & cost
- Worked on removing waste/unnecessary steps from the processes to make them more efficient
Projects
Reduction in CC Cost: CC cost for this pod has reduced from ₹41L to ₹34L (May to June) against a target of ₹35L.The projected CC cost for July is ₹28L after coming back to 60% occupancy. This is entirely due to the decision to move from human first to Chatbot first. We have moved 70% of leads to Chatbot First. Currently, the Non-Calling group has a 40% weaker funnel (L2V). We are working on lingual IVR and message content to recover this. Initiated a project resulting in increased sales at CARS24 from 6% to 32% during the period 2021-2022 (Project ongoing). Implemented Six Sigma projects at HCIN in 2018, 2019, and 2021. Reduced errors and unnecessary complaints received from customers. Project Name: Reduced incorrect RTS instances and minimized fake numbers. Successfully addressed incorrect RTS instances, reducing them from 3.85% to 0.50% pre-project, saving 7 manpower. Identified and addressed the receipt of around 21,000 (6.25%) fake contact numbers from customers, impacting collection. Initiated a project resulting in a reduction to 1.75% of fake numbers. During collection data analysis, discovered field officers had accepted payments from customers to settle loans, successfully preventing fraud totaling INR 18 lakhs.
Timeline
Vendor management (Sales Experience)
CARS24 Pvt Ltd
10.2021 - 07.2024
Senior Quality Analyst (Collections/ Grievance /Training & Quality)
Home Credit
01.2016 - 10.2021
Quality Analyst (Sales Training, Quality & Customer Experience)
Etisal International Pvt Ltd
04.2015 - 01.2016
Quality Analyst - (Sales Training & Quality)
One Point One Solution
08.2014 - 03.2015
Customer Care Executive
Effort BPO Service Pvt Ltd
01.2014 - 07.2014
Himalayan University
B.A.
CHSE
12th
CBSE
10th