SUMMARY:

• I have 12+ years of experience in the service industry, with areas of expertise in transitions,client management, quality,operations, Business development andcustomer support. Looking for a suitable position to commensurate with my skills and knowledge and to work in a challenging environment where I can contribute significantly & grow professionally. Personal Strengths: Result - oriented and motivated, Facilitation & Coordination Skills, Team Player, Dedicated & Keen on Learning, Strong interpersonal & Communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Successful delivery of complex, multinational, multi-processes, large transition projects
• Developed and executed transition plans that enable HP’s internal customers to migrate processes without any operational disruption from the current site and state of their operations after “Go-Live”.
• Acquiring information relevant to the Transition, completing Due Diligence Activities and Report out the understanding/ Solution Design to all stakeholders
• Provided expertise and consultancy to the customer during “proposal phase” to evaluate effort, language requirements, MOC plan, location strategy, language needs etc.
• Lead a multifunctional team till Project Closure. Played the lead role in developing / bonding the Project Team
• Worked with all stakeholders to complete an FMEA / Risk identification, involved in a transition and ensured that mitigation controls were put in place. Tracked the risks identified on a weekly basis to ensure smooth transition of the process
• Assisted in the development of “As-Is” and “To-be” process maps
• Project lead standardization and Transformation of process to improve costs and efficiency
• Developed& executedproject plans and timelines as agreed with the stakeholders
• Ensured project charter, Scope definition, Kickoff, production monitoring, Go live milestones were achieved as per the timelines agreed and signed off with all stakeholders
• Worked with other internal teams such as BCP, Quality, Business Controls etc. to ensure that Business Continuity plans, Business controls etc. were put in place
• Worked with Customer / Internal team to ensure that process documentation was well defined. videos were developed for future / of the team.
• Monitored and controlled the Transition Process
• Ensured that the team trained were tested for the skills and knowledge
• Ensured that the tools deployed were tested and signed off by the Technical team
• Weekly monitoring of the Implementation team’s Learning Curve by facilitating performance tracking on Success Criteria (SLA Metrics such as TAT, Accuracy & Backlog)
• Identified cost effective and innovative methodologies of process improvements
• Ensured that the internally defined transition model was implemented.
• Key member in the Development and improvement of the transition Methodology
• Consultant for Best Practices:
• Shared best practices with other members of the Transition Team at various regions
• Tracked the “lesson learnt” as a for other Transition Managers and deployed the same in subsequent Implementations
• Leveraged from the best practices followed by other members of the transition team
• Lead various non-transition projects for the development of the transition team
• Lead organization initiatives as identified and assigned
• Worked closely with the Region Project Manager on all Project Activities. Built the required level of relationship to facilitate an open channel of communication with counterparts.
• Provided Weekly/Monthly Project Updates in Internal / External Project meeting to ensure all stakeholders were aware of the progress and risks involved in the transition
• Discuss and agree with all stakeholders on key deliverables of the project with respect to project plan, SLA’s, Volumes, Scope and Headcount requirements to ensure that the quality of deliverables are achievable with respect to timelines and costs
• Conducted VOC / VOIP surveys to understand the satisfaction levels of the customer and internal partners.
• Worked closely with Account Delivery Manager to adhere to Financial items for an Implementation ( Billing of Transition Cost) and establishing ways to minimize customer short term and long term costs
• Ensured all project documentation and data were signed off and handed over to the Account Delivery Manager and Operation to assist in smooth on-going Operations on closure of the project
• Trainer for the transition Methodology
• Mentor for new TMs - Ensured that new Transition Managers had hands on experience in handling transition.
• Assisted in creating an audit methodology for the transition team to ensure adherence to the defined methodology
• Spear headed “Provision” external for key members of the GBS team and ensured that knowledge was transferred internal.
• Customer Satisfaction of above 4.5 (avg)and Internal partner above 4.3 (Scale 1-5) on all projects lead
• 0 % Escalations on all projects lead
• 100% Compliance to all internal audits that were conducted on projects lead
• Completed “Self-Audits” for all projects to ensure compliance to the transition methodology
• Bagged 3 Quarterly s in FY ’11 for individual performance

Confidential

Quality Specialist

Responsibilities:

• Mentored GB projects
• Trained over 50 + individuals in green belt
• Driven projects that lead to efficiency gains and streamlining the flow of the process
• Identification of process pain areas and initiated projects
• Process mapping using Visio to identify areas of Risks / gaps, initiated projects to improve efficiency, reduce risks and optimize head count
• Pioneered transaction lean by doing VSM for financial process
• Identified gaps / financial risks / Business risks and worked with internal / external partners to mitigate areas of concern
• Driven “Kaizen” initiative at a center level and ensured implementation of process improvement ideas
• Support a Supply ChainProcess of 300+ individuals
• Ensuring Process Adherence as per ISO definitions
• Conduct ISO Audits at a centre level
• VOC Action Items and improvement
• FMEA,QC Sampling revisits on a regular basis
• Work closely with management to drive customer initiated projects
• End to End perspective of supply chain management
• Redesigned processes from a Business perceptive
• Transition Quality
• Transitioned a process of 150+ HC- with respect to all quality touch points
• Conducted Risk analysis and ensured mitigation controls were put in place
• Analysis of feedback and proposed improvements to ensure effectiveness of
• Conducted VOC surveys to understand customer expectations during and post transition
• Active monitoring of transition to ensure that customer deliverables are met.
• Defined metrics, contractual agreements
• Quality team - process improvements
• Conducted a “Quality Week” for Operations team to understand the importance and Impact of quality in transaction processing
• Key member of the Six Sigma project review council
• Coordinated various programs to enhance the knowledge of the Quality Team
• Coordinated with other support functions to ensure that Operations were equipped with the right knowledge and skill to improve performance and customer satisfaction

Confidential

Sr. Executive for 24/7 Customer Service

Responsibilities:

• Coordinating Six Sigma Implementation in the organization as a member of the core team
• Worked with top management to identify pain areas & ensure projects were initiated.
• Completed Confidential Program and completed a Confidential Project
• Facilitated and Program Managed six Green Belt Projects in the organization
• A member in the project review council
• Job Responsibilities handled while in Quality (CSPM):
• Process Management
• Assisted in developing the Internal Quality Management System
• Defining and Documenting Support function Processes
• Automation of the Process Formats
• Implementing and Maintaining the Processes
• Management Representative for the Quality Management System:
• Ensuring Compliance to Internal Quality Management System (ISO and COPC Standards)
• Developing new processes and sustaining the Quality Management System
• Providing dedicated support to programs and support functions for process implementation, reviews and gap improvement
• Coordinating and Conducting Internal Process Audits
• Coordinating and Conducting the Management System Review
• Conduct monthly reviews for all functions to ensure process compliance
• Process Control and Improvement:
• Identifying and Tracking Reports to measure the performance of the organization and presenting the same to the Management
• Programs - Designed and delivering Induction Program, Quality Awareness Program,
• Designed modules for the new recruit program and trained the same for new trainees
• Designed and delivered Client Satisfaction Survey and Internal Partnership Satisfaction program
• Job Responsibilities handled while in Operations (Team Lead):
• Worked as a transaction monitoring Team Lead for two accounts:
• Supervised two quality-monitoring teams (of seven each) of different outbound sales programs.
• Involved in preparing monitoring Schedules
• Prepared various quality programs for the respective programs handled
• Prepared & maintained all processes documentation regarding Transaction Monitoring.
• Prepared production reports for the monitoring team
• Conducted process improvement & process control regarding transaction monitoring.
• Reviewed all internal & external transaction monitoring reports.
• Reviewed End User Dissatisfaction Report & initiated action items
• Prepared Correlation of Transaction Monitoring with end user dissatisfaction to ensure that the monitoring process was effective.
• Job Responsibilities handled while in Operations (CSR):
• Worked as a Senior Customer Service Representative for one of the world’s leading financial institutions
• Also worked as a Senior Telesales Representative for one of the world’s leading provider of home security solutions
• Senior member in handling and monitoring calls
• Conducted program specific for new recruits
• Involved in preparing reports and presentations for the client
• Prepared and maintained internal reports for the program
• Responsible for Client Relationship Management

Confidential

Customer Service Executive

Responsibilities:

• Actively involved in gathering customer requirement
• Conducted quarterly surveys on customer satisfaction (Requirement VsDeliverary) ; initated improvement based on feedback
• Handled inventory of hard ware/ Soft ware supplies
• Handled administration and transport requirement

Confidential

Executive Coordinator

Responsibilities:

• Handling administration and coordinating accounts and other company information with the head office in New Delhi.