Sylvester Robert
Hyderabad
Summary
Dynamic Process Developer with a proven track record at Genpact, skilled in process mapping and workforce management. Successfully led a team of 1,000, enhancing operational efficiency and driving revenue growth. Adept at data analysis and fostering collaboration, I excel in achieving client-focused solutions and optimizing performance metrics.
Overview
12
12
years of professional experience
Work History
Process Developer
Genpact
Hyderabad
05.2017 - Current
- Worked for GoDaddy as a sales and support executive and understood the loopholes of the process by working with different tools, such as CRM, Speakeasy, and Verint.
- Provided support to agents in resolving technical and customer-related problems efficiently.
- Managed weekly business reviews and monthly business reviews effectively.
- Promoted to Process Developer to achieve new milestones, I moved to the WFM (Workforce Management) team to handle scheduling and shrinkage for agents in Japan and India, manage occupancy, breaks, and leave planners, and maintain a smooth workflow in the process, along with mining the SL targets as requested by clients.
- Currently handling a vast team of 1,000 members, including agents and managers, and scheduling their day-to-day reporting on Excel sheets, while also taking care of revenue generation and billing as well.
Business Analyst
Deloitte
Hyderabad
03.2016 - 04.2017
- Ensured solution aligns seamlessly with client needs through strategic partnership and precise requirement documentation.
- Collaborated with HR to address payroll-related concerns.
- Handled problems related to the Deloitte work environment and AD password management.
- Addressed escalations and fraud-related issues with Amex to enhance customer experience.
- Supported interns in developing strategies for improved customer satisfaction.
CSE
HSBC
Hyderabad
03.2013 - 02.2016
- Assisted bank clients in managing and growing wealth through financial advice and planning.
- Guided clients through financial milestones including retirement planning, tax optimization, estate planning, and risk management.
- Resolved queries related to banking transactions and fraud efficiently.
- Discussed weekly and monthly performance reviews with clients.
- Regularly engaged with IT team to detect loopholes and expedite ticket resolutions.
Education
B.Com - Accounting And Finance
St Patricks Degree College
Hyderabad01-2013
CEC - Commerce
Little Flower Junior College
Hyderabad03-2010
SSC -
Mothers Public School
Hyderabad03-2008
Skills
- Process mapping
- Process improvement
- Data analysis
- Workforce management
Affiliations
- Best Employee award for six months in a row for best customer service and support
Accomplishments
- Completed the AI course with a 100% score
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Telugu
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Hobbies
- Football
- Guitar
- Reading books
Timeline
Process Developer
Genpact
05.2017 - Current
Business Analyst
Deloitte
03.2016 - 04.2017
CSE
HSBC
03.2013 - 02.2016
B.Com - Accounting And Finance
St Patricks Degree College
CEC - Commerce
Little Flower Junior College
SSC -
Mothers Public School
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