Pankaj Gupta email: Pankaj.gupta.pgp14@iilm.

edu
Qualification: BBA. Barkatullah University, Bhopal Area of Specialization: Operations and Marketing Electives Taken: Logistics and Supply Chain Management, Enterprise Resource Planning and Customer Relation Management, Operation Management, Project Management Key Skills: MS Excel, MS Access, CRM, SPSS, Six Sigma Experience/Achievements: 3 years of work experience in Telecommunication sector (ESSAR and Vodafone) , Summer internship Project Title: Enhancement of quality performance with the help of advance quality methodology Project Details: I did summer training project at Vodafone India, one of Indias leading Telecommunication Company. During the training duration of two months in the Learning and Organizational Development vertical under Customer Service Department, I gained valuable corporate experience. My Internship project entitled Enhancement of quality performance with the help of advance quality methodology with special reference to Vodafone India; NCR circle was done in New Delhi. The project involved designing quality analytical tools with the help of six sigma to identify correct outlier in the process, identification of non-value adding activities, identification of DPMO and DPU, change in quality monitoring tools, implementation of Total Quality Management, to study the customers perception toward the quality of service , to establish a relationship between service quality and customer loyalty. In this project I worked with various departments like Call Center, Retail, Vodafone stores and Vodafone Mini Stores, Back office operations, Web-Site and Nodal and Appellate During the two months internship I was also involved in coordinating and communicating with customers to know what the perceive about the brand and about their experience about service Active participation in business reviews and with the Head, Quality and Head, Customer Service taught me a lot about Business Etiquettes, Business Communication, Exchange of Business Emails and Team Coordination, understanding the organization culture, how to work on different tools.