Sunil Kumar Sethy
Senior process improvement adherence associate L- 7
Bengaluru
Summary
Experienced Process Analyst with expertise in team management, quality control, and data-driven decision making. Skilled in optimizing workflows, improving efficiency, and preparing comprehensive process and performance reports. Enhance processes, and ensure continuous improvement. Committed to driving operational excellence and delivering results.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Senior Process Improvement and Adherence Analyst L-7
No-broker Technologies Solutions Pvt. Ltd.
Bengaluru
6 2022 - 7 2024
- Reduced errors in data entry, instituting rigorous quality control checks
- Drove revenue growth by identifying under-performing areas and recommending solutions
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights
- Handling CEO escalations and RCA of Closure and Refund-related (Financial) cases for all No broker Servicing and Sales Spans
- Monthly Meetup with Servicing and Sales Team Heads and Directors, Trained and led a team
- Sharing the insights into the process and meeting the target, along with end-to-end action plans and implementation across the floor
- Assigning daily tasks to the team as per business requirements and driving the team.
Quality Analyst
Conneqt Business Solution Pvt LTD.
Bengaluru
01.2019 - 03.2022
- Audit calls as per agent assignment and Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Sharing the audit call's observation and feedback
- Share process level report: - Feedback Compliance dashboard, Briefing Compliance, Disconnection Compliance Report, Dip check Dashboard, D-Sat, Repeat, High AHT, Dashboard, TNI etc
- Do a dip-check on the floor to check the hygiene and briefing compliance
- To take the initiative to run the process smoothly and to meet client expectations.
Senior Customer Service Executive
Hinduja Global Solution Pvt Ltd
Bengaluru
07.2017 - 03.2019
- Assisted customers with product inquiries, complaints and technical issues
- Resolved escalated customer service issues in a timely manner
- Monitored incoming calls and emails from customers to ensure quality standards were met
- Maintained up-to-date knowledge of company products and services to provide accurate information to customers.
Education
BCA - Bachelor of Computer Applications.
Gayatri Institute Of Science & Technology
Berhampur University, Odisha, Ganjam 05.2013 - 06.2016
+2 -
Tara Tarini Sc. College
Purushottampur, Odisha Ganjam 04.2011 - 04.2013
10th -
Jaugada High School
Odisha, Pandia, Ganjam, 03.2009 - 04.2011
Skills
MS Office & Excel
Fresh Desk & CRM
7 QC Tools
Project Management
Team Management
BI dashboards
Root Cause Analysis
Report Preparation
Process Improvements & Business Operations Analysis
Financial Accountability
Analytical Thinking
Excellent interaction skills with team motivating ability
Willingness to learn, Strong willpower
Accomplishments
- Ranked as Top Quality Auditor.
- The last two appraisals were Very Good and Good Quality Analyst
- Multiple times received RNR for best quality analyst
- Multiple appreciation mail and Achiever awards.
Declarations
I hereby declare that all the above-mentioned Statements in this curriculum vitae are true to the best of my knowledge.
Timeline
Quality Analyst
Conneqt Business Solution Pvt LTD.
01.2019 - 03.2022
Senior Customer Service Executive
Hinduja Global Solution Pvt Ltd
07.2017 - 03.2019
BCA - Bachelor of Computer Applications.
Gayatri Institute Of Science & Technology
05.2013 - 06.2016
+2 -
Tara Tarini Sc. College
04.2011 - 04.2013
10th -
Jaugada High School
03.2009 - 04.2011
Senior Process Improvement and Adherence Analyst L-7
No-broker Technologies Solutions Pvt. Ltd.
6 2022 - 7 2024
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