Venkataramanan A
Bengaluru
Summary
Results-driven Analyst with a strong background in process optimization, data analysis, and stakeholder management. Experienced in applying Six Sigma and Lean methodologies to identify and eliminate inefficiencies, resulting in improved customer experience metrics and significant cost savings. Proficient in data analysis using SQL, Excel, and Power BI, with a focus on deriving actionable insights to support strategic decision-making. Skilled in process mapping, impact analysis, and developing user-centric solutions using Design Thinking principles.
Successfully led multiple process improvement projects, reducing average handling time (AHT), enhancing first-time resolution (FTNR), and increasing customer satisfaction (CSAT). Proven ability to collaborate with cross-functional teams, facilitate change management, and communicate effectively with stakeholders. Provided training to over 20 team members in Lean, Six Sigma, and data analytics, and led workshops to upskill colleagues in data-driven decision-making. Recognized with multiple awards for outstanding performance and contributions to business excellence. Passionate about sustainability, continuous improvement, providing effective support, and delivering value through data-driven solutions.
Overview
8
8
years of professional experience
Work History
Lead Analyst - Process Excellence
Swiggy
04.2023 - Current
- Process Optimization Projects
- Conducted root cause analysis using tools like Fishbone Diagrams and 5 Why, successfully reducing average handling time (AHT) by a total of 247 seconds across multiple projects, leading to a total cost savings of 12.71 paise per order.
- Applied regression modeling to optimize key parameters, contributing to a reduction in AHT and enhancing first-time resolution (FTNR) by 12.27%.
- Eliminated wasteful steps using SIPOC and Value Stream Mapping, which led to significant improvements in operational efficiency and minimized manual interventions by 85%.
- Employed Design Thinking techniques identify and address customer pain points, resulting in a cumulative customer satisfaction (CSAT) improvement of 5.63%.
- Conducted experimentation using rapid prototyping, optimizing chat handling processes to reduce AHT by 76 seconds and further improving CSAT by 3.65%.
- Cross-Functional Collaboration and Implementation
- Collaborated with product and operational teams to implement phased process improvements, leading to a 10% reduction in escalation rates and enhancing platform efficiency.
- Utilized the DMAIC framework to structure and lead change management efforts, ensuring the standardization of incident management processes across the customer journey.
- Training, Capability Building and Team Support
- Trained 3 team members in Project Management, SQL, and Excel from scratch, ensuring team growth and resilience.
- Developed an impact calculator to effectively quantify the benefits of process changes and can be used by the entire team without need of SQL or Excel.
- Supported team members in over 8 major projects from start to finish, providing detailed impact analysis, process optimization, and performance tracking to drive improvements.
- Led the "Evolve U" program, training over 20 team members on Six Sigma tools and data analysis skills, covering key methodologies like FMEA, SIPOC, APCT Analysis, and process mapping.
- Guided team members in developing project charters and understanding problem-solving tools, enabling successful completion of Six Sigma Yellow Belt certification.
- Technical and Automation Solutions
- Developed a Google Apps Script-based web app to automate team activities, resulting in significant reduction of manual interventions and improved team productivity.
- Applied Design Thinking techniques to create intuitive dashboards for stakeholders, enabling better data visualization and operational efficiency.
- Rewards & Recognition
- Earned three Swiggstar awards: two as part of a team and one individually.
- Received multiple MAD (Making A Difference) awards.
- Consistently achieved "Exceeds Expectations" ratings and concluded the year with an "Outstanding Performance" recognition.
Senior Analyst - Process Excellece
Swiggy
10.2021 - 03.2023
- Successfully completed 3 Green Belt projects focusing on: Reducing average handling time (AHT) of customer chats, Enhancing customer satisfaction (CSAT), Improving first-time resolution (FTNR).
- Identified improvement opportunities and developed business cases to optimize processes, positively impacting revenue, operating costs, and customer satisfaction.
- Created and designed process documentation including Standard Operating Procedures (SOPs), flowcharts, templates, and implementation guides.
- Defined project objectives, performance metrics, improvement strategies, and risk mitigation plans to ensure successful project delivery.
- Monitored project benefits in terms of cost, efficiency, and productivity, communicating results to stakeholders and leadership.
- Led project review meetings to provide updates to the steering committee and ensure alignment among stakeholders and leadership.
- Followed up with stakeholders for timely status updates on key actions, ensuring smooth execution and closure of projects.
- Ensured end-to-end project completion and submission of comprehensive reports on results.
- Introduced new SOPs and best practices to address systemic issues, collaborating with product and process teams.
- Engaged the team in continuous improvement activities and conducted Lean and Six Sigma workshops to enhance efficiency.
Junior Analyst - Process Excellence
Swiggy
01.2021 - 09.2021
- Quickly adapted to product updates by modifying support processes accordingly.
- Collaborated with cross-functional teams to conduct comprehensive analysis and discovery of existing processes.
- Worked with staff managers to design and plan the implementation of process changes.
- Led walk-throughs to demonstrate proposed process changes.
- Enhanced team efficiency and performance by implementing actionable process improvements.
- Created process models to simplify complex SOPs, making them accessible for individuals with limited knowledge of the topic.
- Compiled documentation and prepared reports based on gathered insights.
- Identified recurring technical issues and applied troubleshooting techniques for effective resolution.
- Provided Tier 1 support, assisting with access, navigation, onboarding, and troubleshooting.
Senior Fulfilment Expert
Swiggy
11.2018 - 12.2020
- Awarded "Rookie of the Quarter" for OND 2019.
- Part of the pilot team for Swiggy Stores' customer support, contributing to foundational processes.
- Assisted the Catalog team in establishing the "Taxonomy" for Swiggy Stores.
- Supported the organization as a Real-Time Manager (RTM) for the Customer Support Team.
- Led training and certification for multiple batches of Swiggy Stores' customer support agents.
- Provided floor support for Swiggy Stores' Customer Support Team, assisting agents in real-time.
- Managed the onboarding of new outsourced partners for Swiggy Stores.
- Conducted root cause analysis (RCA) to enhance various processes.
- Handled numerous escalation calls, becoming the go-to person for Swiggy Stores issues.
- Conducted app testing to identify and resolve bugs.
- Volunteered for new initiatives and tasks assigned by the organization.
- Assisted in the setup of alcohol delivery on the Swiggy platform.
Senior Customer Support Executive
Intelenet Global Services
07.2017 - 09.2018
- Awarded "Process Pro of Digicel" in 2017.
- Nominated for "Employee of the Year" in 2017.
- Played an integral role in the "Transition Team," a pilot process that ensured effective communication and knowledge transfer between the company and the client.
- Managed communication with off-shore clients in Jamaica.
- Oversaw team management and provided daily updates on the account tracker dashboard.
- Maintained the master account on behalf of the client.
- Served as the representative for the access control team, managing access credentials for all team members.
- Assisted with inbound technical troubleshooting across the organization.
Chat Assistant
Haptik
08.2016 - 06.2017
- Acquired new skills and applied them to daily tasks to enhance efficiency.
- Provided chat assistance to users on various topics, including shopping, finding nearby places, budgeting, and calendar management.
- Assisted in curating bot responses to facilitate smoother customer interactions.
- Skilled in using Google for quick information gathering and response.
Education
Bachelor of Engineering - Electrical And Electronics
RMD Engineering College
Chennai06.2021
Senior Secondary School - Computer Science
Prince Matriculation
Chennai03.2011
Higher Secondary School - CBSE
Kendriya Vidyalaya CLRI
Chennai03.2009
Skills
Technical Skills
- Data Analysis: SQL, Advanced Excel, Power BI, Snowflake, MS Office
- Statistical Analysis: Regression Modeling, Descriptive Statistics
- Process Automation: Google Apps Script, Web App Development
- Troubleshooting and Problem Solving: Root Cause Analysis (RCA), APCT Analysis, Technical Issue Identification
- Prototyping and Process Documentation: SOP Creation, Flowcharts, Process Outlines, Impact Calculator
Process Improvement & Methodologies
- Six Sigma: DMAIC, SIPOC, FMEA, Fishbone Diagram, Value Stream Mapping, 5 Why Analysis, Mistake Proofing
- Lean Methodology: Waste Elimination, Efficiency Improvement
- Design Thinking
- Project Management: Business Case Development, Risk Mitigation, Performance Metrics, Process Optimization
Operational Excellence
- Process Optimization: AHT Reduction, Efficiency Improvement, CSAT Enhancement, FTNR Improvement
- Impact Analysis: Process Change Assessment, Cost Reduction, Performance Monitoring
- Team Management: Training and Mentoring, Batch Certification, Continuous Improvement Initiatives
Interpersonal & Team Collaboration
- Stakeholder Management: Cross-Functional Collaboration, Status Reporting, Steering Committee Updates
- Team Leadership: Team Performance Improvement, Access Control Management, Real-Time Management (RTM)
- Client Engagement: Communication with Off-Shore Clients, Escalation Handling
Customer Support Expertise
- Chat and Technical Support: Tier 1 Support, Chat Assistance, Issue Resolution
- Bot Design and Management: Curating Bot Responses, Automation of Customer Interactions
- Customer Satisfaction: Enhancing Customer Experience, Addressing User Queries on Shopping, Navigation, and Budgeting
Training & Upskilling
- Capability Building: Lean and Six Sigma Training, "Evolve U" Program Leadership, Training Materials Development, Template Creation
- Workshop Facilitation: Conducting Workshops on Process Improvement Techniques, Training on Tools and Analytics
Timeline
Lead Analyst - Process Excellence
Swiggy
04.2023 - Current
Senior Analyst - Process Excellece
Swiggy
10.2021 - 03.2023
Junior Analyst - Process Excellence
Swiggy
01.2021 - 09.2021
Senior Fulfilment Expert
Swiggy
11.2018 - 12.2020
Senior Customer Support Executive
Intelenet Global Services
07.2017 - 09.2018
Chat Assistant
Haptik
08.2016 - 06.2017
Bachelor of Engineering - Electrical And Electronics
RMD Engineering College
Senior Secondary School - Computer Science
Prince Matriculation
Higher Secondary School - CBSE
Kendriya Vidyalaya CLRI
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