Swapnil Lande
Process Specialist - JL3, since 1st Dec'23
Pune
Summary
Driven Process Specialist with a proven track record at Infosys BPM Limited, enhancing process efficiency and quality. Expert in report analysis and written communication, I spearheaded QA evaluations and process optimizations, significantly boosting productivity and NPS. Skilled in identifying and rectifying inefficiencies, my efforts ensured seamless operational integration.
Overview
7
7
years of professional experience
Work History
Process Specialist
Infosys BPM Limited ,Hinjewadi,Phase 2
2023.12 - Current
- Collaborated closely with Quality team to conduct QA evaluation for chats and emails taken by associates, ensuring seamless integration of processes across both channels.
- Conducting regular process reviews, quality audits, NPS analysis, RCA's in identifying inefficiencies and implementing improvements that led to increased productivity, Quality and NPS.
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
- Serving as a subject matter expert for process-related and customer inquiries on chat and email, providing guidance to colleagues when needed.
Senior Process Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
2019.04 - 2023.11
Worked as CS associate on Email and Chat process for Quill.com (Staple, Inc) project.
Process Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
2017.06 - 2019.03
Worked as Data entry Associate and Stock Hold & Stock Out Review Admin in Quill.com process.
Education
Master of Science - Computer Science
Yogeshwari Mahavidyalaya
Ambajogai, India 2001.04 -
Skills
Report Analysis
Inventory Management
Order Preparation
Dispute Resolution
MS Office
Written Communication
Timeline
Process Specialist
Infosys BPM Limited ,Hinjewadi,Phase 2
2023.12 - Current
Senior Process Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
2019.04 - 2023.11
Process Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
2017.06 - 2019.03
Master of Science - Computer Science
Yogeshwari Mahavidyalaya
2001.04 -
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