Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Permanent Residency
Timeline
Generic
Surya Mallesh V

Surya Mallesh V

Bangalore

Summary

Dynamic Trust & Safety Senior Analyst at Accenture with a proven track record in compliance auditing and performance metrics. Expert in root cause analysis and fostering team growth through effective coaching. Consistently exceeded SLAs, driving operational excellence and enhancing client relationships through proactive communication and problem-solving skills.

Overview

1
1
Certification

Work History

Trust & Safety Senior Analyst (AML & KYC)

Accenture
  • Managed daily volumes to optimize task segregation among team members.
  • Drove team performance to maximize productivity while adhering to quality standards.
  • Ensured consistent compliance with SLAs and KPIs, maintaining a 'green' status.
  • Recognized top performers and nominated them for RNR programs.
  • Provided timely, constructive feedback to promote team growth and performance improvement.
  • Conducted daily Quality Check audits to ensure compliance and identify improvement areas.
  • Maintained operational reports, including Daily Dashboard, OE, and Billing Hours.
  • Proactively managed escalations through root cause analysis and timely responses.

Order to Cash Operations Senior Analyst

Accenture
  • Planned daily volumes and segregated work assignments to optimize efficiency.
  • Maximized team performance through targeted motivation and support initiatives.
  • Ensured SLAs and KPIs consistently met or exceeded standards.
  • Managed escalations with timely response and root cause analysis, confirming task completion.
  • Performed daily quality audits and provided constructive feedback to team members.
  • Updated operational reports including Daily Dashboard, OE, and GPH for accessibility.
  • Fostered strong client relationships through effective communication and collaboration.
  • Participated in calibration calls, ensuring timely reporting of key activities.

OTC Analyst

Accenture
  • Collections Support Analyst, Credit Memo & Write Off, CP Contracting Rebooking, Lease Termination, Email Dispute Case creation.

Quality Monitoring Feedback Analyst

Accenture
  • Evaluated performance of customer service representatives, delivering actionable feedback to management.
  • Provided coaching and training to enhance communication skills and customer service abilities.
  • Analyzed customer feedback, generating reports on performance trends and service metrics.
  • Collaborated with team leaders to design and implement quality improvement programs.
  • Maintained accurate records of quality assessments and coaching sessions.
  • Monitored industry best practices in customer service and quality assurance.

Field Service Administrator (B2B) for Jaguar (VM)

Accenture
  • Exceeded all agreed SLAs and performance metrics consistently.
  • Provided first-line support to vendors for issue resolution and queries.
  • Collected outstanding debts from clients via telephone and email communications.
  • Referred accounts with discrepancies to legal department for appropriate action.
  • Ensured timely compliance with all performance service metrics.
  • Escalated and rerouted issues beyond scope of work for proper handling.
  • Collaborated with supervisors and process champions to enhance service quality.
  • Documented minutes of weekly calibration calls with client for team reference.

Virgin Media

Accenture
  • Handle customer inquiries, complaints, and requests efficiently and professionally.
  • Provide accurate information about products, services, and company policies.
  • Ensure customer satisfaction by delivering prompt resolutions to issues.
  • Manage escalated customer cases and resolve them to a satisfactory conclusion.
  • Maintain a high level of product knowledge to address customer concerns effectively.
  • Assist customers with billing, technical issues, or other service-related queries.
  • Adhere to company policies, procedures, and guidelines while interacting with customers.
  • Document customer interactions and maintain accurate records of all communications.
  • Use CRM tools to update customer profiles and track support cases.
  • Meet and exceed individual and team performance metrics, including call handling time and quality assurance.
  • Handle high call volumes while maintaining a calm and professional demeanor.
  • Participate in regular training sessions to stay updated on process changes and service enhancements.
  • Collaborate with team members to resolve complex issues and improve customer service processes.
  • Offer proactive solutions to recurring customer problems to enhance overall satisfaction.
  • Gather customer feedback and report insights to improve service delivery.
  • Support team leaders and supervisors with administrative tasks as required.
  • Contribute to creating a positive work environment through teamwork and mutual support.
  • Uphold the company's reputation by delivering exceptional service at all times.
  • Ensure compliance with data protection and confidentiality guidelines while handling customer information.

Education

MBA - Marketing Management

Bangalore University
Bangalore
06-2011

Bachelor of Commerce - Commerce

Govt First Grade College
Bangalore
06-2008

Skills

  • Leadership and teamwork
  • Compliance auditing
  • Quality assurance
  • Root cause analysis
  • Performance metrics
  • Customer relationship management
  • Process improvement
  • Effective communication
  • Coaching and training
  • Problem solving and resolution
  • Operational reporting
  • Client communication
  • Performance monitoring

Certification

  • Tally
  • Ms Office

Personal Information

Nationality: Indian

Permanent Residency

#111/6, Chowdeshwari Nilaya, 2nd Cross, Patel Narayannappa Road, Bangalore, Karnataka, 560016

Timeline

Trust & Safety Senior Analyst (AML & KYC)

Accenture

Order to Cash Operations Senior Analyst

Accenture

OTC Analyst

Accenture

Quality Monitoring Feedback Analyst

Accenture

Field Service Administrator (B2B) for Jaguar (VM)

Accenture

Virgin Media

Accenture

MBA - Marketing Management

Bangalore University

Bachelor of Commerce - Commerce

Govt First Grade College

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Surya Mallesh V