Sunil Patil
@sunilpatil1
Results-driven Quality & Business Analyst improving SLA, QA, and operations through data-driven process improvements.
IndiaWhat I'm looking for
I’m a results-driven Quality Analyst and Business Analyst focused on improving customer support operations. In my current role, I own SLA compliance through SLA monitoring and escalations, manage high-volume tickets, and conduct QA audits to ensure resolution quality.
I also bring a strong operational improvement mindset: I analyze business and support ticket data, perform root cause analysis (RCA), and implement process improvements to reduce repeat issues and increase first-time resolution. I collaborate with cross-functional teams to gather requirements, enhance workflows, and create reporting assets like dashboards, SOPs, and a knowledge base using advanced Excel for data-driven decision-making.
Experience
Work history, roles, and key accomplishments
Improved SLA adherence by auditing operational quality, analyzing customer support data, and performing RCA to reduce repeat issues and increase first-time resolution. Led process improvements and supported stakeholder communication to enhance incident handling and operational performance.
Provided L1/L2 system and application support by managing high-volume tickets and ensuring SLA compliance through monitoring, KPI tracking, and timely escalations. Built reports/dashboards using Advanced Excel and delivered requirement gathering plus RCA-driven process improvements to enhance resolution quality.
Education
Degrees, certifications, and relevant coursework
Shri Shivaji College, Balsoor
HSC, Science
2011 - 2013
Completed HSC in Science from Shri Shivaji College, Balsoor from 2011 to 2013.
Vidya Vikas High School, Achler
SSC (Latur Board), Secondary Education
2010 - 2011
Completed SSC from Vidya Vikas High School, Achler (Latur Board) between 2010 and 2011.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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