Bhuwan Chandra Dhondiyal
Noida,UP
Summary
Over 7 years of work experience with expertise in process improvement, quality assurance, coaching, and team leadership. Currently working as a Business Process Analyst at Rockwell Automation, responsible for identifying, developing, and implementing process improvements, and providing consultation on process performance and product/service quality. Previously worked as a Lead Quality & Training Lead and Senior Analyst, and also has experience as a Customer Service Representative. In these roles, I have reviewed performance, conducted quality assessments, analyzed user profiles, achieved targets, presented new ideas for improvement, and built sustainable relationships with customers.
Overview
7
7
years of professional experience
Work History
Business Process Analyst
Rockwell Automation India Private Limited
Noida, UP
06.2022 - Current
- Analyzed business processes and workflows and developed automated approaches to boost productivity.
- Advised rapidly expanding businesses on process expansion roadmaps to develop long-term plans for continued growth and stable ROI.
- Kept meticulous documentation on business processes and gathered data into reports for dissemination to stakeholders.
- Served as primary interface between stakeholders and IT Department, communicating proposed implementations of new systems and current system upgrades.
- Identified needs of customers promptly and efficiently.
- Provided technical support for existing reports, dashboards or other tools.
- Managed timely flow of business intelligence information to users.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Synthesized current business intelligence or trend data to support recommendations for action.
Lead Training & Quality
Concentrix Daksh India Private Limited
Gurugram, Haryana
03.2021 - 05.2022
- Coaching, mentoring, and training teams regarding quality parameters
- Collaborated with management team to implement new work procedures or policies.
- Documented production levels and materials used to keep management informed.
- Reviewed completed work to verify consistency, quality and conformance.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Developed monthly, end-of-quarter, and other statistical reports for leadership team and quality improvement programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Spot areas for improvement to enhance the quality of the process
- Identifying procedures and scenarios for quality control of product and services
- Managed new-hire training on topics such as business standards and compliance requirements.
Sr. Analyst
Concentrix Daksh India Private Limited
Gurugram, Haryana
03.2019 - 02.2021
- Social media Trust & Safety
- Reviewed and analyzed the user profiles according to the guidelines
- Ensured that user has safe and friendly access to the content on the platform
- Achieved the given targets with accuracy
- Presented new ideas of improvement to clients.
- Identified improvement opportunities to effectively meet customer and business needs.
- Supported customers by answering questions and guiding end-use.
Customer Service Representative
Concentrix Daksh India Private Limited
Noida, UP
05.2017 - 02.2019
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Executive
Qualtouch BPO India Private Limited
Delhi, Delhi
09.2016 - 04.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Explained benefits and advantages of different product and service offerings to customers.
- Updated account information after customer calls and noted client concerns and issues.
- Handled customer billing errors by researching issues in system and asking detailed questions.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
Education
Bachelor of Science - Computer Science, Physics, Mathematics
Kumaon University
Nainital, Uttarakhand01.2016
Senior Secondary - Physics, Maths, Chemistry
B.S.S.V Nainital
Uttarakhand01.2013
Skills
- Process Improvement
- Customer Monitoring
- Business Analysis
- Decision Making
- Report Generation
- Stakeholder Communication
- Data Compiling
- Customer Communication
- Presentation Skills
- Attention to Detail
- Correction Action Planning
- Attentive and Observant
- Cleaning and Sanitizing
- Quality SOPs Development
Accomplishments
- Recognized as Employee of the Quarter for outstanding performance and team contributions.
- Consistently maintained high customer satisfaction ratings.
- Received best North Training and Quality R&R.
Timeline
Business Process Analyst
Rockwell Automation India Private Limited
06.2022 - Current
Lead Training & Quality
Concentrix Daksh India Private Limited
03.2021 - 05.2022
Sr. Analyst
Concentrix Daksh India Private Limited
03.2019 - 02.2021
Customer Service Representative
Concentrix Daksh India Private Limited
05.2017 - 02.2019
Customer Service Executive
Qualtouch BPO India Private Limited
09.2016 - 04.2017
Bachelor of Science - Computer Science, Physics, Mathematics
Kumaon University
Senior Secondary - Physics, Maths, Chemistry
B.S.S.V Nainital
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