Rakshitha Nirmala

Roles and Responsibilities:

• Performed data analysis to streamline audit processes and reduce downstream errors, thereby helped improve audit efficiency from 25% to ~65% and saved ~15 man-days/Week.
• Implemented statistical analysis using hypothesis testing techniques, utilizing advanced excel functions including Vlookup, Pivot tables, Conditional formatting, slicers, Graphs & Charts to eliminate upstream defects by ~40%.
• Analyzed process trends by developing data visualization tools using Amazon Quicksight and curated 3 operational reports to streamline the process of reporting metrics to stakeholders and save ~26 man-hours.
• Envisioned excel based automation to reduce audit defects by auto populating audit information using related drop downs and named ranges functions in excel, thereby improved audit accuracy by ~5%.

Awards:

• Spot Award: Received for contributing to team by performing deep dives, developing quick sight dashboards and data analysis to reduce manual intervention for populating Key Process Indicators (KPIs).

Roles and Responsibilities:

• Developed audit procedure for new process, which involves creation of 3D data models in excel using geographical codes and contributed to overall efficiency improvement in identifying Delivery Partner (DP) whereabouts.
• Investigated quality issues, deviations, customer complaints and categorized audit errors into 24 reason codes to provide targeted feedback to auditors as per DMAIC principles and ensured service delivery.
• Updated and maintained SOPs to address the gaps within the processes, provided guidance to the team for driving audit performance to meet operational, business goals, initiatives and timelines.
• Determined customer eligibility requirements, identified gaps in validating licenses and suggested changes to improve audit efficiency.
• Trained 6 team members on quality procedures and shared best practices to maintain quality standards.

Awards:

• Above and Beyond Call of Duty Award: Received for working beyond expected core deliverables and performing a marketplace level analysis to identify trends within the process to reduce defects.

Roles and Responsibilities:

• Generated actionable insights to reduce overall processing defects within the delivery process by determining the world wide acceptance and rejection rates across different marketplaces, thereby enhanced process efficiency by more than 15%.
• Created, maintained documentation related to quality procedures and provided training to employees on quality management tools to maintain quality standards within the team.
• Collaborated with cross functional teams to communicate audit findings and recommendations from the quality audits.
• Liaised with Business Analysts to develop, optimize SQL queries for extracting audit data from database as part of requirement gathering to perform root cause analysis.

Awards:

• Supernova Award: Received for contributing to operational goals set for the team with at most quality.