Summary
Overview
Work History
Education
Skills
Current Role
Key Result Areas
Careertimeline( Recent5)
Processimprovementandoptimization
Vendormanagement
Transitionmanagement
Forecasting
Budgetprovisioning& Invoicing
Maintainingcompliance
Dataanalysisandmining
Escalationmanagement
Sopdefinition
Businessanalysis
Dashboardpublishing
Analyzedmisdatatoidentifyandmitigatebusinesspatternsandtrends, Ultimatelyenhancingproductivity. Reviewdatapreparation
Organizationstructurecreation
Stakeholderinteraction
Kpidatapreparation
Achievements( Cars24)
Personal Information
Achievements( Homecreditindia)
Projects
Timeline
Hi, I’m

Sudhanshu Praharaj

Training And Quality
Gurugram
Sudhanshu Praharaj

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 Ltd
Gurugram

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 Credit
Gurugram

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 Ltd
Gurugram

Quality Analyst (Sales Training, Quality & Customer Experience)
04.2015 - 01.2016

One Point One Solution
Gurugram

Quality Analyst - (Sales Training & Quality)
08.2014 - 03.2015

Effort BPO Service Pvt Ltd
Gurugram

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

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
Sudhanshu PraharajTraining And Quality