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OBJECTIVE

SUMMARY OF PROFESSIONAL QUALIFICATIONS

Results-oriented, high-energy, hands-on professional, with a successful record of accomplishments in


the Business Process Outsourcing industry. Experience in People & Client Management, Quality
Assurance, Training, Six Sigma, MIS and customer service. Highly effective manager with proven
success directing and motivating employees. A reliable decision-maker and innovative problem solver
who uses common sense and works well in a fast-paced, high-pressure environment.

Major strengths include strong leadership, excellent communication skills, competency, team spirit,
attention to detail, ability to innovate, as well as supervisory skills including hiring, termination,
scheduling, training, payroll, and other administrative tasks. Proficient at managing & leading teams
for running successful operations & experience in developing procedures, service standards for
business excellence. A thorough professional with a proactive attitude, capable of thinking out of the
box, generating new solutions and ideas.

PROFESSIONAL ACCOMPLISHMENTS

• Dexterously looked after Process development in terms of quality and progress and an active
member of Process Excellence Teams. Experienced in working with Six Sigma projects with
Black belts as Process Owner/participant on various projects to implement process
improvements and reduce error rates
• Bsc Math Honors helping in developing independent thinking and analytical skills that that can
be utilised at the workplace. Knowledge of various tools that help in analytical process
• Key person in improving operational efficiency at Xansa using Six Sigma methodology and
certified as a Green Belt from the Motorola University
• Facilitated several transversal YB and GB projects for passing out efficiencies to clients and
stake holders. Handled projects which led to FTE allocation restructuring through efficiency
gains
• Active participation in ISO 9001 and BCP/Risk audits. Conducted several internal audits to
check compliance and awareness levels
• Successfully supervised contract and full time employees. Provided customer
intervention/resolution, training in telephony/backend operation and customer care,
Manpower Scheduling, Quality Control, and special projects. Has handled several teams and
worked with clients across different geographies
• Played a key role with creation and implementation of several MIS tools which play a crucial
role in business analytics
• Adept at understanding and managing client expectations. Has had the exposure of dealing
with clients based out of different geographical regions and delivering to their expectations
has been a key element in running operations successfully. Successful in running various
RCA’s based on customer feedback (VOC) and implementation of findings
• Managed relationships with clients, engaging with key personnel across all levels of the
organisation including senior management across India and US
• Successfully identified areas for the development of related service offerings and draw
learning from the innovative work done with partnership clients
• Possess excellent interpersonal, analytical, troubleshooting and team building skills with
proven ability in establishing quality systems / procedures and planning / managing
resources.
• Looked after process improvement initiatives through system changes, process re alignment/
redefining & efficiency management and implementing adequate measures to maximise
customer satisfaction level
• Sending reports to the top management and maintaining the agreed SLA & thereby focusing
on maximizing Customer Experience while optimizing costs
• Creating and sustaining an environment that fosters development opportunities and
motivating the employees for enhancing the existing performance levels. Providing
continuous coaching and feedback to employees to foster growth. Regular 1-2-1 discussions
to check employee satisfaction and prepare developmental action plans
• Worked on Business Analysis, information management and compliance through KPI/SLA
monitoring, performing Root Cause Analysis, Forecasting and conducting qualitative analysis
• Conducted Process and Soft Skills trainings. Instrumental in delivering several technical
trainings based on MS Office and Sigma tools

AWARDS AND ACHIEVEMENTS

• Pat on the back Award for Process Excellence

• Green Belt Certification in Six Sigma from Motorola

• Member of the Innovation and Facilitation team

• Special Recognition award given by the VP for outstanding performance

• Received an award for Best Process Improvement

TECHNICAL SKILLS

• MS Office – Highly proficient in Word, Excel and PowerPoint

• Six Sigma – Comprehensive knowledge of DMAIC and DMO methodologies through active
and continuous involvement with the process. Worked on Lean principles and experienced in
Project Management

WORK HISTORY

• Team Leader, October 2007- October 2009

• Quality Lead, August 2007-October 2007

• Process Leader, May 2003 – January 2007

EDUCATION

• PGDBM (HR), SCDL (Symbiosis), Pune: 2004 – 2006

• BSc Maths Hons, Delhi University, Delhi: 2000-2003