Open to opportunities

Sathya Jayakumar

@sathyajayakumar

Message

I improve customer support quality, training, procurement operations, and reporting.

India

Message

What I'm looking for

I'm looking for a challenging customer service, quality, training, procurement, or reporting role where I can support organizational goals, take on challenging assignments, and grow with the organization.

I've supported procurement operations at Accenture Services, creating and amending shopping carts and purchase orders, maintaining catalogues and knowledgebases, and helping UK and US purchasing-helpdesk users complete orders.

I've built quality and training capability across Serco, Epicenter Technologies, Towards Solutions, Retail-Scan, Medlife, and Pharmeasy. My work includes call evaluations, new-hire and refresher training, calibration sessions, client escalations, training manuals, quality sheets, and operational reports.

At Towards Solutions, I handled an 11-member pilot team and later trained teams across five processes, including real estate, farmer subscriptions, pet tags, credit cards, and real estate development.

I'm focused on customer service, quality assurance, process training, procurement support, and helping teams meet client SLAs.

Experience

Work history, roles, and key accomplishments

Current

QA for Diagnostic Process

Current

Pharmeasy

Sep 2018 - Present (7 years 11 months)

Working as a QA for the diagnostic process, ensuring quality standards are met.

Quality Assurance Diagnostics Process Improvement

Senior MIS Executive

Retail-Scan

Jul 2016 - Feb 2017 (7 months)

Worked as a senior MIS executive, handling multiple projects and preparing data for executives. Prepared training manuals and reports.

MIS Data Management Reporting Training

Process Trainer

Towards Solutions LLP.

Oct 2015 - Jul 2016 (9 months)

Handled a team of 11 executives for a pilot batch and later promoted to process trainer, managing five processes. Prepared training manuals and provided extensive training during process migration.

Training Process Management Team Leadership Quality Assurance Reporting

QA and Trainer

Epicenter Technologies Pvt Ltd.

Jun 2011 - Jul 2012 (1 year 1 month)

Worked as QA and Trainer, conducting interviews, new hire training, quality sessions, and refresher sessions.

Quality Assurance Training Interviewing Process Improvement

QA and Trainer

Serco

Jan 2010 - Jun 2011 (1 year 5 months)

Worked as a Quality Analyst and Trainer for the LG process, evaluating calls in multiple South Indian languages. Led calibration sessions and trained quality analysts.

Quality Assurance Training Call Evaluation Process Improvement Telugu Malayalam

Customer Service Representative

Accenture Services Pvt. Ltd.

Nov 2006 - Jan 2008 (1 year 2 months)

Worked on a procurement project as a Customer Service Representative and supervisor, handling UK and US purchasing helpdesks. Created and approved purchase orders, updated catalogues, and produced reports.

Procurement Customer Service SAP Reporting Vendor Management Training