Yash Vijay Modha
Dublin,Dublin
Summary
Driven professional with proven aptitude for deep analytical thinking and clear communication. Possesses strong problem-solving abilities and proficiency in subject-specific knowledge, seamlessly transitioning to role of Subject Matter Expert. Committed to driving significant improvements and delivering valuable insights to enhance organisational success.
Overview
4
4
years of professional experience
1
1
Certification
Work history
Subject Matter Expert
Accenture
, Dublin
08.2024 - Current
- Shift syncs - monthly syncs to share product and process updates
- Managed the baton pass, wiki log and KB - update wiki/documentation
- Constant communication with client teams to improve current documentation and flag any WSIs.
- Provide constant support to analysts.
- Worked as a junior team lead and overtook tasks assigned to team lead.
- Managed queues making sure cases don't miss SLA.
- Coached analysts to enhance their skills making sure they meet quality and productivity targets.
- Created trackers to track and report different issues.
- Highlighted pain points to client team to improve product and process knowledge base.
Senior PST Analyst
Accenture
Dublin, Leinster
11.2022 - 07.2024
- Triaged complex customer reported issues by extracting data using SQL queries and identifying root cause.
- Conducted Bug bashes and Bridge calls, providing assistance to analysts facing challenges with cases
- Reviewed Escalations and facilitated communication with Engineering through ECs/D2E processes
- Assisted Team Lead in obtaining insights on IRT/Accuracy reports for process improvement
- Played key role in onboarding by supporting new joiners during shadowing sessions and nesting
- Supervised product workflow queues, managing volume, assignments, and escalation support
- Collaborated with client product teams, contributing to development of training content by offering specific product and process knowledge
- Ensured delivery of client product training on newly launched products, performed quality assessments on new trainees, and organized refresher trainings
- Worked closely with product team to meet deliverables and identified opportunities for operational maturity and process efficiencies
- Ensure client satisfaction by owning tasks end to end
- Accurately identified root cause for high priority cases along with making sure SLAs are met, addressing issues with clear written/oral communication and avoid FP/FNs.
- Supported Team Leads by being a POC when team leads are not available.
Junior PST Analyst
Accenture
11.2021 - 10.2022
- Analyze and investigate Meta ad product bugs and product support to deliver high level resolution to agents/client while ensuring Service level agreement (SLA) is met in fast-paced global operations environment
- Escalate advertising bugs to Senior Analysts/Specialists/Engineering team
- Own tasks end to end until assigned to Specialists/ENG
- Mentored team members as well as new joiners on daily bridge calls as well as workplace chat groups to improve product knowledge, common confusions, present Shadowing/reverse shadowing learning sessions for new joiners and analysts getting trained in other sub products
- Assisted Team leaders in efficiently managing queues and assigning cases to ensure that Service level agreement is not breached
- Volunteered for Buddy program – POC for supporting analysts on Performance Improvement plan
- Assisted Subject matter experts in their day to day work.
Education
Master of Science (CL9) - Data Analytics
Dublin Business School
Dublin, Leinster 01/2020 - 06/2021
Bachelor of Science - Information Technology
Thakur College of Engineering and Technology
Mumbai, India 01/2014 - 05/2019
Skills
- Collaboration
- Decision-Making agility
- Team Management
- Python
- SQL
- Tableau
- Microsoft Excel
- Microsoft Word
Certification
- SQL - MySQL for Data Analytics and Business Intelligence, Udemy, 09/2021
- Tweet emotion recognition with TensorFlow, Coursera, 03/2021
- Applied Text Mining and Sentiment Analysis with Python, Udemy, 03/2021
- Sentiment analysis, Beginner to Expert, Udemy, 03/2021
- National Program on Technology Enhanced Learning (NPTEL) certification course in Data Mining, Indian Institute of Technology (IIT), 03/2018
- Microsoft Technology Associate: Security Fundamentals, Microsoft, 05/2017
Accomplishments
- Team player award February 2025 - For providing insight and support in driving success of numerous tasks.
- Team player award September 2024 - For being a consistent source of growth and mentorship, and making a real difference within the team.
- Received Accenture Advocate Award Q1 2024 - For demonstrating Accenture's core values and embodying Accenture's commitment to delivering on client's targets.
- Received Accenture Advocate Award January 2024 - For demonstrating Accenture's core values and embodying Accenture's commitment to delivering on client's targets.
Timeline
Subject Matter Expert
Accenture
08.2024 - Current
Senior PST Analyst
Accenture
11.2022 - 07.2024
Junior PST Analyst
Accenture
11.2021 - 10.2022
Master of Science (CL9) - Data Analytics
Dublin Business School
01/2020 - 06/2021
Bachelor of Science - Information Technology
Thakur College of Engineering and Technology
01/2014 - 05/2019