Suresh Shetty Email & Phone Number

Bengaluru, Ka, In

Navi Mumbai, Maharashtra, India

Bengaluru, Karnataka, India

Worked on different products across investment, credit card bill payments and rewardsimplemented quality frameworks and processes in P2P investment platform, CRED mint thereby directly responsible for increasing the AUM and user experienceDelivered process development insights through funnel categories, user feedback, and testing across 3 key product linesMaintained 97% fraud compliance in reporting and redirecting thereby reducing the risk of reputational and legal damageImproved NPS by 20% to optimise in-house operations by analysing and fixing user’s pain points using Six-sigma techniques10% cost savings and 28% reduced workload by adopting a systems automation and streamlin tool for robust complianceManaged agile teams of 5-30 executives across 5 business verticals, achieving a consistent 95% SLA, 90% CSAT. Saved ~₹20 Lakhs in hiring by orchestrating 250-300 interviews of top-tier support executives across all partner locations

Hyderabad Area, India

• Deep Dive and perform root cause analysis to find trends to give feedback about the site or the agent's performance. • Pioneer in setting up a QA process for the escalated rider support (Snowball). From building the initial quality parameters to the end result of going live with the process. • Create and manage the content of the quality parameters for the newly launched lines of business thereby ensuring that they are equally compliant and aligned to the guidelines. • Take up projects to fix the loopholes within the process and to deliver the highest level of operational excellence. • Run and execute quarterly DMAIC Projects with the right set of six sigma quality tools to achieve process excellence. • Coach the BPOs and COE agents with the policies and the right logics thereby closing the loop(CTL) • Work with huge volumes of data and present the analytics to the stakeholders, LOB or QA Managers in the form of RCA Reports, weekly metric reports, biweekly performance reports, daily variance reports.

Hyderabad Area, India

• Drive appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals • Ensure that all in-house systems and procedures are updated, revised and modified • Act as a bridge between the associates and the leadership to drive the on-floor operations by providing subject matter assistance. • Build strong communication models, thorough content review and regular reports to the group managers and the team managers on the team’s performance and the agent’s performance. • Conduct the compliance audits and the customer escalation audits which do not have any support logics and applying the right judgement. • Coach and mentor the agents based on their audit feedbacks and assigning them action items to improve on their efficiency. • Develop KPI improvement plans for the team by testing and executing different process development strategies.

Hyderabad Area, India

• Account Management of the delivery partners and real-time logistic support to the delivery partners. • Part of the pilot batch for the Multiple-Account Fraud Check team which works to reduce the Delivery partners scams, frauds, and the loopholes in the system. • Work on the off-boarding requests and background check requests to ensure the highest level of safety and legitimacy.

Hyderabad Area, India

Postgraduate Degree, Business Administration And Management, General

International Immersion Program, International Business

Engineer’S Degree, Mechanical Engineering