• Asst Manager, Wipro, Microsoft Exchange Server

Gagandeep Singh

Certified Green Belt & Certified Scrum Fundamentals,                                                   Enterprise Support Engineering

Profile Summary

  • Periodic implementation of learnings from certification courses in  Project Management, Ops Management & Change Management.
  • Experience of over 8 years in Leading & Managing Operations & Service Quality (Transaction Quality) in Business Process Outsourcing Industry.
  • Responsible for Operational & Strategic value deliveries (C-Sat, Backlog Reduction, Minimal Case Escalations, Improving Productivity / Efficiency & Meeting Compliance Standards) for Microsoft Exchange Online (EXO) project.
  • Spearheaded Quality vertical as Lead Quality (Acting A.M) for U.K based 250+ headcount Technical Process with 8 Process Trained Quality Analysts. (Transaction Quality).
  • Successfully Initiated & Implemented concept of Precision Monitoring saving £ 10,000 for the Clients. The prime objective was to Identify & Control Compliance issues in process. 
  • Project Re-Energize – Assisted Process Excellence Team in success of Six Sigma Yellow Belt project that improved C-Sat, First Time Resolution % (FTR) & Internal Quality Scores by 11 -16% ,explicitly for Bottom Performers.
  • Efficiently used Operational Analytics, Speech and Text Analytics, CSAT surveys, FCR data, VOC data creating value and Decision Support for the clients.
  • Successfully Assisted in effective Modelling & Planning of Process Insights Team & Introduced Continuous Process Improvement Plans for incremental success.
  • Used Six Sigma tools (7 QC Tools) & Basic analysis to quantify customer- product - process impact, suggested cost optimization & continuous process /product improvement.
  • Assisted Training Toll gates at all levels of Transition from pre-process to process and process to OJT and from OJT to BAU.
  • Self-motivated | Self-starter with the ability to work in fast paced environments in collaboration with cross-functions.
  • Lead by Example, Experienced in handling Change & Conflict Management(Certified & Recognized)


CORE COMPETENCIES

- Certified Green Belt Six Sigma-  Change Management & Conflict Resolution
- Certified Scrum Fundamentals-  Expert on CAREs Principles
- Trend Analysis & Process insights-  Backlog Reduction & Bin Management
- Continuous Process Improvement-  Design & Implement SOPs
- Root Cause Analysis & Corrective Actions-  People Management | Coaching | Mentor
- Cross Functional Team Engagement









Work History & Accomplishments

Work History

Asst Manager     Project : Microsoft AD & Exchange Server

Mar 2014 - Present
Wipro BPS   (A Division of Wipro Ltd)

Synopsis

Leading a team of 3 Technical Leads and 14 Frontline Tech-Support Engineers with prime objective of solving Administrators Technical concerns with Exchange Online Product i.e. Mailbox Migrations to Cloud (Office 365), Hybrid Scenarios (Coexistence with on premise Exchange 2010/2013 and Office 365 for Mail flow in split domain scenario and rich coexistence features which helps in simplifying mailbox moves to Office 365 and a Shared namespace), PowerShell scripting for Exchange related issues. Syncing local Active Directory objects with Office 365, Handling issues with: Data Loss Policy, Risk Management Rights, Internal / External DNS, Mail-Flow, Public Folders. 

Accomplishments & Deliverables

Played vital role in moving the process out of “ Deficiency Note”


  • Continuous Improvement of process' CPE scores from sub 70% to 88% as my vision of resolving & closing cases within 0-4 days has shown tremendous backing/ support by Engineers & Leads.
  • Project Hillary- Shown 18-20 % Improvement in Backlog Management of > 7 Days Aged cases.
  • Reduced Escalated cases to Tier-2 by 15% through cross location Calibration & sharing best practices based on Lean concepts of removing unnecessary workflows.
  • Analyse Customer Complaints, Dissatisfaction Triggers and Drive/Recommend Corrective & Preventive actions. Reported the Areas of Improvement of all 18 Teams in the process via detailed presentations across, this effort was well appreciated by the Management & Engineer population.
  • Pareto Analysis showed Outlook Team as major D-Sat driver hence Significantly improved C-Sat for them by 25% since their inclusion in to EXO framework thus drove a Red process in to Green through Effective Case Management & Quick Resolution.
  • Lead by Example -Led an Hour of Conference Calls with Microsoft's TAs  & Tech Leads explicitly to draft relevant Action Plans on Outlook Cases. 
  • 0% Attrition seen due to process failure as relevant Action plans were understood & followed by Bottom Performers & Leads.
  • Historic >30 % Improvement in Abandoned Calls  - Designed mechanism to meet Schedule Adherence in order to control Abandon % of Inbound Calls, scheduled slot for engineers to balance between Inbound Cases versus Web Cases. There was +ve rise in survey scores on Inbound cases thus.
  • Relatively low dis-satisfaction amongst Team Members as Change Management issues were handled efficiently.
  • Regular Case Health Checks - Involved in > 70 % cases in the bin by assessing quality of Initial Response (IR) & Scope Mails, Check if Severity is Met and desired value is added through any sort of communications via Mail or Phone.
  • Follow practice of Mid Case MR on critical CPE risk cases to check customer’s perception and pass relevant findings to Engineers to show better directions to the case.
  • Backlog Reduction Management- Bucketing Cases in bracket of 0-4 Days, 5-7 days and >7 Days and coding them as Green, Amber or Red respectively.  Bin Report is sent to the Team before the start of shift to  prioritize Urgent & Important cases.
  • Calibration amongst Tech Advisors from Microsoft and Tech Leads to ensure their views are common. It helps in giving proper directions to the engineers with no major split in technical advice.
  • Weekly Pre-Shift Briefings and One on One Sessions
    • Conduct Pre-shift briefings with Team on Weekly basis to set goals and to discuss ways to achieve them.
    • One on One sessions are held with team on monthly basis, document the same on MyWipro portal for HR and Management's reference.
  • Shrinkage Management (Control Attrition & Absenteeism)- Forecasting Absenteeism and backfill to ensure Business Continuity.
  • Driving performance oriented culture whilst boosting employee morale with timely improved, effective, layered and structured Rewards & Recognition programmes within the team.


Lead Quality (Acting A.M)         Project: BSKYB

Jul 2005 - Sep 2013
Firstsource Solutions

Synopsis

Best Support Staff of the Year for Outstanding Contribution towards Continuous Process Improvement & Engagement shown in Data Analytical field , 2011-12

Spearheaded Quality department for process headcount of 250+ in voice vertical with team of 8 process trained Quality Analysts (Transaction Quality). The role of Quality Lead demanded supporting Operations in all ways to meet process’ C-Sat, NPS & Internal Quality targets which were the most important client laid SLAs.

Successfully Introduced & Implemented concept of Precision Monitoring which aimed at correcting Behavioural and Integrity issues in the process.

Accomplishments & Deliverables

  • Introduced & Implemented concept of Precision Monitoring which saved over £10000 for clients by correcting Credit application & Service calls booking.
  • Transfer & Hold and legitimacy of Outbound calls were too corrected that improved process' Productivity and Schedule Adherence by > 20%.
  • Identify End User satisfaction indicators in the process and align the internal measurement to capture customer exp.
  • Analyse Trend & Measure the service being delivered to customers and facilitate improvements by initiating measures for all aspects/functions impacting customer satisfaction.
  • Improved Internal Quality scores by suggesting Action plans, Kaizen ideas. Introduction of Operational Definition improved Feedback Adherence & Retention % above 90%
  • Formulated Glide Path for OJT agents basis Internal Quality scores in preparation of them transpiring in to BAU group.
  • Chaired Internal and Client calibration to streamline audit variance thus maintained cross locations deviation % (-/+ 5%)
  • Liaison with the Process Owners / Client’s via formal and informal reviews for qualitative assessments.
  • Initiated pre-shift floor-briefing to spread recent updates & answer questions raised by advisors, this improved the Hold/ Transfer % of the process quite considerably.
  • Assisted Training toll gates at all levels of transition from pre-process to process & process to OJT and from OJT to BAU.
  • Organized floor meetings to reduce internal escalations thus improved advisors productivity & process’ escalation %.
  • Efficiently managed weekly, monthly and quarterly presentations for Internal Management and Clients that included expounding performance data, challenges and Action Plans.
  • Foster innovations through Idea generation campaigns with cross functional teams.

Customer Service Representative

Sep 2001 - Sep 2004
Sify     (A Division of Satyam Infoway Ltd)


Synopsis:     

The core responsibility included interacting with customers, mediate troubleshooting technical issues and accelerate product sales. Showed clear upswing in daily sales report and managed to keep the technical issues at the lowest level leading to customer delight.

Worked in tandom with cross functions to ensure business/ process continuity, marketed the new VOIP product which became popular among foreign customers.

Deliverables:

  • Elevated sales by 15% Month on Month basis.
  • Engaged in marketing of new products to spread awareness among target audience.
  • Train new joiners on basics of customer management and gave insight on available products.
  • Acted as Frontline support to solve Technical issues related Net connectivity, efficiently managed repeat contacts.

Education

Education

Bachelor of Business Administrations (B.B.A)

2002
University of Madras

Business Mathematics & Statistics

Diploma in Network Centred Computing

2000
N.I.I.T

Programming Languages C, C++, VC++ & Quality Management

Certifications

Certifications

Green Belt - Six Sigma

Aug 2015 - Present
TUV SUD South Asia Pvt Ltd

Licence No. TUVSUD/2015/SSGB/0111/0004

Scrum Fundamentals Certified Credentials (CFC)

Dec 2015 - Present
SCRUMstudy- Accreditation body for Scrum & Agile

Licence no. 90099

Diploma in Project Management

Dec 2015 - Present
Alison 

Diploma in Operations Management

Dec 2015 - Present
Alison

Diploma in Change Management

Dec 2015 - Present
Alison