Sony Rathore
Summary
Dynamic and results-driven professional with a robust background in data management, business operations, and process improvement. Adept at driving organizational success through innovative solutions, third-party audits, and cross-functional collaboration.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Business Execution Consultant
Wells Fargo
11.2023 - Current
- Third-Party Auditing: Conduct comprehensive audits of third-party partners to ensure adherence to contractual agreements and Wells Fargo’s regulatory standards
- Risk Management: Evaluate risks associated with third-party activities, ensuring compliance with financial, legal, and operational standards
- Process Improvement: Identify inefficiencies in partner operations, recommending enhancements to optimize performance and reduce risks
- Data Analysis & Reporting: Leverage performance data to detect trends and provide actionable insights, enhancing decision-making for internal stakeholders
- Vendor Relationship Management: Foster strong vendor relationships through effective communication, ensuring alignment of expectations and consistent performance tracking
- Stakeholder Collaboration: Coordinate with internal teams and third-party vendors to resolve audit findings, driving compliance and value alignment with strategic goals
- Quality Control: Oversee quality assurance initiatives, ensuring consistent, high-quality service delivery across third-party operations
- Documentation & Reporting: Prepare detailed audit reports, presenting key findings, risks, and improvement recommendations to senior leadership
Real-Time Analyst / WFM Specialist
Uber
11.2021 - 11.2023
- SLA Management: Optimized SLA performance across multiple vendor sites through strategic resource scheduling and task allocation
- Outage Management: Coordinated with engineering and vendor teams to mitigate downtime, ensuring uninterrupted business operations
- Reporting & Analysis: Developed new reporting frameworks for emerging business lines, providing critical insights to improve operational efficiency
- Team Development: Led the training and mentoring of new team members, significantly improving team performance and operational productivity
Incident Management & Investigation Specialist
Amazon ADS AI
05.2020 - 08.2021
- Incident Resolution: Managed high-impact technical incidents, coordinating with cross-functional teams to resolve issues and mitigate risks
- Root Cause Analysis: Led investigations to determine the root cause of incidents, providing actionable insights for process improvements
- Workflow Optimization: Developed solutions to streamline operations, reducing escalated tickets and enhancing service delivery
- Process Optimization: Conducted audits and identified improvement opportunities, enhancing operational efficiency
- Mentorship: Provided guidance on quality metrics and performance benchmarks, fostering continuous improvement within the team
- Stakeholder Alignment: Ensured cross-team alignment on quality standards through regular calibration sessions
- AI Development: Led a team of 30 Data Associates to support Alexa AI, ensuring high-quality data curation for model training
- Collaboration: Worked closely with Machine Learning teams to refine Alexa’s speech recognition models, improving customer experience
- Onboarding & Training: Created training materials and mentored new hires, enhancing team performance and onboarding efficiency
- Restricted Amazon Workspaces (RAWS): Directed user acceptance testing, identifying improvement opportunities to optimize functionality and user experience
- OPS Point of Contact (POC): Managed performance reporting and knowledge transfers for eight batches of new hires, bridging skill gaps
- Hindi Pre-Beta Phase: Led initiatives to overcome language and process barriers, achieving a 150% increase in data labeling efficiency
- Kaizen Error Reduction Project: Spearheaded process optimizations by implementing risk mitigation strategies, revising SOPs, and improving team performance
Education
Bachelor of Technology (BTech) - Electronics and Communication Engineering
Gandhi Institute of Technology & Management
Skills
- Incident Management
- Data Analysis
- SOP Development
- Stakeholder Management
- MS Office
- JIRA
- Confluence
- Salesforce
- Tableau
- Quicksight
- SLA Management
- WFM
Certification
Accelerated General Management Programme, IIM Ahmedabad, 01/01/24, 12/31/25, Ongoing
Timeline
Business Execution Consultant
Wells Fargo
11.2023 - Current
Real-Time Analyst / WFM Specialist
Uber
11.2021 - 11.2023
Incident Management & Investigation Specialist
Amazon ADS AI
05.2020 - 08.2021
Bachelor of Technology (BTech) - Electronics and Communication Engineering
Gandhi Institute of Technology & Management
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