Sushant Nath

Sushant Nath

Intern

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location of Sushant NathNew Delhi, Delhi, India

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  • Timeline

  • About me

    Manager - Insight Analytics at Foundever (Sitel)

  • Education

    • Delhi University

      -
      Bachelor of Commerce - BCom
  • Experience

    • HCL BPO

      Jan 2007 - Aug 2007
      Intern

      Accountable for providing technical support over call

    • Convergys

      Sept 2007 - Nov 2010
      Sr. TSO/CCO Specialist

      Responsible for providing technical and customer service support over calls. Involved in maintaining ASAT/CSAT scores.

    • Encore Capital Group

      Feb 2011 - Feb 2017
      Sr. Quality Assurance Coach

      Taking care of Quality and Compliance of process which includes conducting quality audits, publishing reports, taking quality sessions and feedback meetings. Identifying the gaps and area of improvement and functioning on them to overcome the challenges.

    • R Systems

      Mar 2017 - Jul 2019

      Driving Process Improvement project as per the client requirement. Doing Root Cause Analysis and giving insights to client with recommendations. Also making Queries through Speech Analytics to identify top call drivers and driving Compliance.

      • Sr. Team Leader - Process Excellence

        Mar 2019 - Jul 2019
      • Team Leader - Process Excellence

        Mar 2017 - Feb 2019
    • Foundever

      Aug 2019 - now
      Manager - Insight Analytics

      Effectively managing team of Speech Analyst, Lead & AM. Leverage CallMiner speech analytics platform to provide business solutions. Leading Process improvement Projects based on client requirement. Driving Compliance & Quality through Speech Analytics. Responsible for creating presentation and giving readouts. Responsible for meeting deadline of projects.

  • Licenses & Certifications

    • LEAN Six Sigma Green Belt

      AIG
      Nov 2016
    • Lean Six Sigma Black Belt

      Benchmark Six Sigma
      Apr 2019
      View certificate certificate