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HOKRANA WILSON

As a Business analyst I am successful at responding to shifting business needs and priorities in a systematic and effective way. Well-versed in implementation of operational assessments and conducting functional requirements analysis for businesses of all sizes. To gather data, analyze, and make recommendations to meet project objectives, prepare client presentations .The primary goal is to assess business requirements and make evidence-based recommendations to support process improvements.Provided excellent customer service to a large portfolio of sensitive clients, while maintaining and cultivating professional relationshipsAnalyzed information submitted for follow-up from the Customer Service department/others to determine the appropriate course of action.

Key Skills

Research & Development
Communication skills
Problem Analysis
Problem Solving Skills
Written Communication
Customer Experience Management

Professional Experience

May 2018
Present
Business Process Analyst
Accenture Hyderabad, IN
  • Joined as a Subject Matter Expert in June 2018 to June 2020 to  in Google Pixel Hardware Process (GPH) to support the Tier 1's agents across the floor.
  • Resolved many business or technical challenges related to any new advancements or technologies.
  • Developed various training modules specific to the process/product needs. Sometimes  also functioned as instructors for providing training to newcomers in the process.

  • Later in July 2020 , being promoted and moved to T2 and was handling T1 agents queries across different regions like NA, EMEA and APAC.
  • To create bugs for new issues and assign the bug to the concerned team for an appropriate solution.
  • Circulation of all the updates throughout the floor

  • In June 2021, again got promoted to Business Process Analyst (PSA) 
  • Creating modules suggesting process improvement.
  • Creating  analytical reports for the Day, Week and Month.
  • Sharing insights with clients.


 

Jul 2015
May 2017
Process Analyst
Genpact Hyderabad, IN
  • Joined the Organization as a fresher and was  supporting Google Play and Wallet customers from North America via Chat and Email.
  • Learned customer service skills and developed soft skills.
  • Gained Problem Solving parameter by handling tough customers over chat/email.

Education

Jun 2011
Jun 2015
B.Tech in n in Electronics and Communications in Mahatma Gandhi Institute of Technology
Jun 2011
Apr 2015
B.Tech in n in Electronics and Communications in Mahatma Gandhi Institute of Technology
Feb 2010
Apr 2011
12th in Keshav Memorial Junior College
Mar 2007
Mar 2008
SSC in Methodist Boys High School

Achievements

2019
Won Star Business Award as an SME
Awarded for delivering outstanding output throughout the year
2022
Client Appreciation Letter
Received client appreciation for sharing insights for the current process.
Phenomenal work for the research done and shared the inputs with the clients to improvise product/ process  from micro level to macro level.
2021
Gold Medals in Sports
  • Won at Boat Pulling Nationals, Kickboxing Nationals and won Gold Medal in Carrom.
  • Won  various awards in sports in different fields as well as won Gold in  Group Discussion happened during ship attachment camp

Hobbies & Interests

  • Sports
  • Watching Webseries
  • Cooking New Dishes

Languages

English
(Fluent)
Telegu
(Fluent)
Hindi
(Fluent)
Kannada
(Basic)

Career Aspiration

I want to see myself as a Team Leader since I have a passion for human resources and working with employees to improve their quality of life through support and communication. Within the next 5 years, I hope to move into a position as an Operational Manager, where I can implement innovative ideas.

Get in touch with HOKRANA