Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Timeline
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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
Yash Vijay Modha