Sahitya Gade
Fremont,CA
Summary
Dynamic Process Consultant with a proven track record at EnergyTech Global Solutions, enhancing team productivity by 20% through effective coaching and process optimization. Skilled in data analysis and stakeholder engagement, I excel in driving metrics-driven decisions and fostering client relationships to achieve operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Process Consultant
EnergyTech Global Solutions
Hyderabad, India
07.2021 - 06.2024
- Coached and mentored a team of 15+ members, developing individualized performance plans that improved team productivity by 20%.
- Collaborated with client service and technical teams to implement process improvements, reducing error rates by 15% through standardized procedures.
- Prioritized customer needs to streamline workflows, achieving a 95% adherence to service-level agreements (SLAs).
- Analyzed FTE utilization and quality metrics, identifying training needs and reducing process deviations by 10%.
- Acted as L1 escalation point, resolving 90% of issues within 24 hours, enhancing customer satisfaction.
- Delivered daily KPI reports and conducted root cause analysis (RCA), eliminating recurring errors by 25%.
- Delegated tasks and managed workforce allocation, maintaining shrinkage below 5%.
Senior Process Executive
Cognizant India Private Limited
Hyderabad, India
03.2016 - 01.2021
- Conducted outbound verification for Google Maps data across 12+ countries, achieving 98% accuracy in data validation.
- Performed quality checks on flagged errors, reducing invalid error tagging by 30% through rigorous analysis.
- Led process updates and training sessions, ensuring zero knowledge gaps and improving team compliance with SOPs by 100%.
- Conducted root cause analysis on errors, reporting findings to senior management and reducing error recurrence by 20%.
- Collaborated with Learning & Development to design training programs, decreasing repetitive mistakes by 15%.
- Managed workforce allocation and shrinkage, consistently meeting SLA delivery targets with 99% accuracy.
- Provided L1 technical support for software and corporate extension installations, resolving 85% of issues without escalation.
Claims Executive
Hinduja Global Solutions Private Limited
Hyderabad, India
06.2015 - 03.2016
- Resolved clearinghouse rejections and payor denials for medical billing, improving claim approval rates by 10%.
- Coordinated with US clients across multiple time zones, addressing queries and reducing resolution time by 25%.
- Generated daily billing summaries and denial reports, enabling data-driven decisions for process enhancements.
- Proposed process improvements for diagnosis codes, increasing billing accuracy by 12%.
- Trained 10+ new hires, ensuring a smooth onboarding process and reducing learning curves by 30%.
Education
Bachelor of Science - Statistics
Indian Institute of Management And Commerce
Hyderabad, India03-2015
Skills
- Customer experience strategy
- Process optimization
- Data analysis and root cause analysis
- Stakeholder engagement
- Client relationship management
- Metrics-driven decision making
- Team leadership and training
- Workforce management
- Microsoft Office and Google Suite proficiency
- CRM platform expertise
- Cloud testing and R proficiency
- Basic SQL knowledge
- Windows OS and corporate extension tools
Awards
- Maverick Award, EnergyTech Global Solutions, 2023
- Multiple Maverick Awards, Cognizant, 2017-2019
- Star Performer Award, Cognizant, 2017, 2019
Additional Information
Authorized to work in the United States of America, Immediately available
Certification
- BA - R issued by ISI Hyderabad
- Six Sigma Green Belt Certification issued by IACT
Languages
Telugu
Native/ Bilingual
English
Professional
Hindi
Native/ Bilingual
Timeline
Process Consultant
EnergyTech Global Solutions
07.2021 - 06.2024
Senior Process Executive
Cognizant India Private Limited
03.2016 - 01.2021
Claims Executive
Hinduja Global Solutions Private Limited
06.2015 - 03.2016
Bachelor of Science - Statistics
Indian Institute of Management And Commerce