Sachin Gurkhe

Assistant Manager

April 2023 - Present

Full-time

Created incentives and positive work atmosphere, administered recognition and rewards programs for staff performance. Held monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures. Recruited and trained high-performing team members, maintaining optimized customer service and quality standards. Led employee relations through effective communication, coaching, and development.

Sr Quality Analyst

January 2022 - March 2023

Full-time

- Collaborated with leadership to administer training on enhanced processes and facilitated the formation and upkeep of quality training. - Constructed periodic, end-of-quarter and other analytical reports for executive team and quality progress initiatives. - Supplied frequent updates to management on quality metrics by communicating consistency issues or production shortages. - Spearheaded process development projects to help operations meet and exceed quality standards and cut costs. - Created and participated in implementation and maintenance of customer issue registry. - Examined instruction and process documents (SOP's and process maps) to investigate mechanical issues. - Devised and maintained quality assurance procedure documentation. Examined quality and performance data to back operational decision- making. - Formulated training materials, SOPs and work instructions to supplement new worker onboarding. - Observed KPIs to proactively address bottlenecks and quality issues. Designed and modified procedures, checklists and job aids to reduce mistakes.

Sr Fraud Investigator

May 2020 - January 2022

Full-time

- Investigated referred files and contacted customers to minimize impacts of fraudulent activity. - Analyzed data to detect suspicious patterns and anomalies. - Compiled comprehensive reports on all key findings for delivery to client. - Investigated individual transactions to identify potential fraud. - Used effective coordination and planning skills to meet deadlines. - Listened attentively to customers' requests and addressed their concerns with accuracy. - Contributed to team development initiatives and improved customer satisfaction. - Prepared variety of written communications, documents and reports. - Applied critical thinking to break down problems, evaluate solutions and make effective decisions.