Experience

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  Opal-rt technologies

  Feb 2009 - Feb 2010

  Qa analyst

  Worked as “Quality Analyst” and doing quality audits of 10 team members.Evaluated performance of voice agents through rank order analysis and documented feedback given to them on a daily basis.Attended ‘Client Calibration’ Sessions to reduce the variance between voice communication evaluated by process consultants and the client.Evaluated different modes of communication between prospective customers and contact center agentsAnalyzing and advising corrective measures to be taken in the case of escalation.Identifying the automation possibilities and process improvements in the processes and simplification of the processes by using Lean and other quality tools.Preparing Productivity Data, Consolidated Volume files, QC sheets to the Managers on daily, weekly and monthly basis. Show less

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  Accenture in india

  Mar 2010 - Nov 2011

  Senior associate

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  Accenture

  Dec 2011 - Nov 2015

  Analyst

  Worked as an analyst/subject matter expert with rich experience in Accounts Payable and Order to Cash process like:Order To Cash: Experience in Accounts Receivables, Cash Apps, Billing and Collections. Accounts Payable: Experience in Invoice Processing, Vendor Management and Procure to Pay.End to end knowledge of supply chain management.Experience gained in Process Management, Operations and Transition Management, Client Servicing, Training & Development, Team Management and Quality Assurance in Order Management, Claims Management and Invoicing.Member of Continuous improvement team through 'kaizen' and lean projects. Show less

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  Accenture in india

  Dec 2015 - Mar 2017

  Team leader

  Functioning as a Team Lead and responsible for the overall direction, performance management, coordination and evaluation of the team. Extensive experience in Order to Cash, Accounts Payable, Process Management, Operations and Transition Management, Client Servicing, Training & Development, Team Management and Quality Assurance in Order Management, Claims Management and Invoicing. Member of Operational excellence team and worked on Continuous Process - Quality Improvement projects.Maintaining SLAs and also responsible to resolve issues within SLA and focus on management of SLA, quality and customer experience in case of issues relating to process affecting the SLAs. Show less

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  Satyug darshan institute of engineering & technology

  Jan 2018 - Jan 2021

  Assistant professor