Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessDevelopmentManager

Sai Charan MD

Long Beach,CA

Summary

Competent Process Analyst offering 5 years of experience in Customer Care Analyst roles. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Promoting exemplary talents in documentation and reporting.

Skilled at designing and applying process changes to improve efficiency and reduce costs, without detrimentally impacting ongoing operations. Documented provider of enhancements that improve both output and worker satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure Analyst position. Ready to help the team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

I am okay to relocate to any location as per company requirement.

Overview

8
8
years of professional experience

Work History

Process Analyst

Bread Finacial
08.2023 - Current
  • Improved process efficiency by analyzing workflows and identifying areas for optimization.
  • Streamlined business operations through the development of comprehensive process maps and documentation.
  • Reduced operational costs with thorough analysis of existing processes, recommending cost-effective changes.
  • Increased customer satisfaction by implementing improved processes that addressed service delivery issues.
  • Enhanced team performance by providing ongoing training and support on new processes and tools.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Delivered successful process improvement initiatives, resulting in reduced cycle times and increased productivity.
  • Implemented Lean Six Sigma methodologies to optimize processes and eliminate waste, leading to greater efficiency across departments.
  • Utilized data-driven decision-making techniques to prioritize process improvement projects, maximizing ROI.
  • Conducted root cause analyses to pinpoint underlying problems within existing processes, enabling targeted improvements.
  • Conducted regular audits of internal processes, ensuring compliance with industry regulations and company policies.
  • Conducted walk-through demonstrations of proposed process changes.
  • Drafted human feedback tools such as questionnaires, surveys and interview scenarios to incorporate personnel needs and desires into process improvement.
  • Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
  • Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
  • Streamlined team processes for improved productivity and better resource allocation.
  • Developed training materials to ensure consistent performance levels among team members.
  • Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
  • Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
  • Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
  • Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
  • Monitored call center metrics to keep track of individual and team performance against set targets.
  • Optimized scheduling processes by anticipating staffing needs according to workload fluctuations.
  • Implemented cross-training initiatives that enabled greater flexibility within the Customer Care Team during peak periods or employee absences.
  • Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
  • Assisted call-in customers with questions and orders.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Sought ways to improve processes and services provided.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.
  • Developed and updated databases to handle customer data.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Created and maintained detailed database to develop promotional sales.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and backed up other customer service managers.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Trained new personnel regarding company operations, policies and services.
  • Recognized outstanding achievements among team members through structured reward programs.
  • Maintained and managed customer files and databases.
  • Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
  • Provided constructive feedback to team members on their performance, encouraging continuous learning and development.

Senior Technical Support Specialist

Infosys BPM
05.2021 - 03.2023
  • Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
  • Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
  • Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
  • Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
  • Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
  • Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
  • Enhanced team productivity through regular training sessions on new technologies and industry best practices.
  • Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
  • Implemented proactive measures to prevent potential system failures, resulting in improved system performance and reduced downtime.
  • Established strong relationships with clients, fostering loyalty and retention through excellent communication skills.
  • Conducted regular audits of software applications, identifying vulnerabilities and recommending necessary updates or patches for security purposes.
  • Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
  • Led successful efforts to migrate company systems onto more efficient platforms for improved performance and scalability.
  • Optimized network infrastructure by conducting thorough analysis, identifying bottlenecks, and implementing targeted improvements.
  • Played a key role in streamlining software deployment processes, reducing errors during implementation phases while saving both time and resources for the company.
  • Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
  • Contributed to the continuous improvement of the technical support team by regularly sharing best practices, lessons learned, and constructive feedback with peers.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Evaluated system potential by testing compatibility of new programs with existing programs.
  • Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve Google Workspace issue.
  • Prepared references for users by writing clear operating instructions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.
  • Monitored system performance to identify potential issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Supported sales efforts by delivering engaging product demonstrations that showcased the benefits of adopting our technology solutions.

Implementation Manager

Accenture
06.2020 - 04.2021
  • Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines.
  • Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
  • Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
  • Conducted thorough risk assessments for potential projects, mitigating issues before they arose during implementation phases.
  • Developed comprehensive training materials for new Implementation Managers, improving onboarding efficiency and team cohesion.
  • Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Negotiated contract terms with vendors and suppliers to secure favorable pricing for clients while maintaining high-quality service delivery standards.
  • Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
  • Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
  • Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
  • Optimized resource allocation by accurately forecasting workload demands based on historical data analysis and current trends.
  • Mentored junior staff members through hands-on training sessions and regular performance reviews to enhance their professional growth opportunities.
  • Spearheaded strategic planning meetings to define key goals for future projects aligning with company objectives effectively.
  • Utilized analytical tools to evaluate post-implementation success metrics, identifying areas for further optimization or refinement as needed.
  • Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.
  • Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
  • Championed change management initiatives by creating buy-in from stakeholders through clear communication of benefits and strategies, fostering a supportive environment for successful implementation outcomes.
  • Troubleshot technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Documented processes to streamline setup, customization and maintenance.
  • Led technology roadmapping, conducting research, development and installation according to deployment specifications.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
  • Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
  • Pulled from knowledge of technical industry and technological developments to drive IT deployments.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Oversaw development and implementation of improvements to support and network operations.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.

Operations Manager

Le Tranquille
11.2015 - 07.2020
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Implemented quality control systems that boosted overall product consistency and reliability.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.
  • Increased profit by streamlining operations.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Trained new employees on proper protocols and customer service standards.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Devised processes to boost long-term business success and increase profit levels.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Education

PG Diploma - Machine Learning And AI

IIT-Bangalore
Bangalore, IN
04.2020

Bachelor of Science - Bachelor of Computer Application

Dr C V Raman University
Delhi,IN
03.2015

High School Diploma -

Mahimappa Educational School
Bangalore
03.2010

Skills

  • Trend Detection
  • Business Requirements Analysis
  • Workflow Analysis
  • Hands-On Demonstration
  • Performance Data Synthesis
  • Lean Six Sigma
  • Change Management
  • Business Process Design
  • Skilled in Google Workspace
  • Requirements Gathering
  • Reporting Skills
  • Process Documentation
  • Business Process Oversight
  • Customer Service Orientation
  • Data Analysis
  • Performance Metrics
  • Business Process Modeling
  • Stakeholder Engagement
  • Project Management
  • Root Cause Analysis
  • Critical Thinking
  • Quality Assurance
  • Time Management
  • Conflict Resolution
  • Technical Documentation
  • Process Improvement
  • Attention to Detail
  • Active Listening
  • Decision Making
  • Software Development Life Cycle
  • Adaptability
  • Microsoft Office Proficiency
  • Agile Methodologies
  • Problem Solving
  • Team Leadership
  • Cross-functional Collaboration
  • Report Analysis
  • Trend Tracking
  • Schedule Coordination
  • Paperwork Processing
  • Process Analysis
  • Presentations
  • Order Preparation
  • Process Mapping
  • Production Deadline Management
  • Business Process Reengineering
  • Process Flows
  • Application Verification
  • Call Management
  • Statement Review
  • Inventory Management
  • Workflow Management
  • Requirements Definition
  • System Testing
  • Experiment Design
  • Modeling and Simulation Expertise
  • Microsoft Access
  • Statistical Analysis
  • Microsoft SharePoint
  • Microsoft PowerPoint
  • System Integration

Languages

English
Native or Bilingual
Telugu
Native or Bilingual
Tamil
Full Professional
Hindi
Native or Bilingual
kannada
Native or Bilingual

Timeline

Process Analyst

Bread Finacial
08.2023 - Current

Senior Technical Support Specialist

Infosys BPM
05.2021 - 03.2023

Implementation Manager

Accenture
06.2020 - 04.2021

Operations Manager

Le Tranquille
11.2015 - 07.2020

PG Diploma - Machine Learning And AI

IIT-Bangalore

Bachelor of Science - Bachelor of Computer Application

Dr C V Raman University

High School Diploma -

Mahimappa Educational School

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Sai Charan MD