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Summary

I  am skilled in Operations Management, Training Management, SLA Management, Lean Methodology and Process Quality Improvement, QMS (Quality Management System) Audits. I am aiming for challenging assignments in Operations Management/Quality Management with an organization of repute preferably in Process Operation and Customer Relations.

Work experience

Travel Of Dreams

Dec 2014Present

Team Manager

  • Operations management.
  • Escalations Handling & Management (Emails and calls).
  • MIS reporting and preparing dash boards.
  • Process Training management of the new hires.
  • Performance & Leaves Management.
  • SLA Management.
  • Preparations & management of daily/monthly report and power point presentation.

Vistaprint Technology Ltd., Vadodara

Oct 2013Nov 2014

Team Leader

  • To provide training and support to newly hired PATs.
  • Mentor of a team of PATs (Production Artists – Graphics Designers) on a daily basis, helping them to improve and ensuring consistency of work.
  • Processing uploads from customers.
  • Improves existing process for embroidery digitization.
  • Facilitates between the upper level management and the team when dealing with technical aspects of embroidery digitization.
  • Team Management as well as quality management.
  • SLA Management as well as Escalation Management

Genpact

Apr 2008Sep 2013

Process Developer

  • Management of the UK and US based healthcare processes.
  • Managing a team of 35 people to ensure that we are delivering the best services to the clients.
  • Preparing the manuals and action plan to ensure the stability of the process.
  • MIS reporting and preparing dash boards.
  • Doing frequent audits on the inventory of pending aged medical claims.
  • Preparing and publishing the QMS data.
  • To lead the conference calls with the US clients to discuss quality, production and queries.
  • Providing technical and process related assistance to fellow employees to provide prompt and reliable service to meet the SLA’s (Service Level Agreements).
  • Responsible for following up on the pending cases.
  • Executing ideas for Production & Quality improvement.
  • Responsible for quality of claims processing after finalization to make sure that quality of the product meets the customer’s requirements.
  • To give process training to the new hires and also responsible for their learning graph during training period.

Education

Annamalai University

Aug 2012Sep 2013

Post Graduation Diploma

PG Diploma in Health, Safety & Environment

M.D.S. University, Ajmer

Jul 2004Jun 2008

B.Sc (Maths)

Bachelors Of Science (Mathematics)

Skills

Process Training
  • To provide process training and support to newly hired executives/specialists.
  • Mentor of a team of executives/specialists, helping them to improve and ensuring consistency of work.
  • Processing uploads from customers.
Lean Mathedology & Quality Improvement
  • Lean Ace Certification along with Supervisory Development Program.
  • IRCA certified Lead Auditor/QMS Auditor (ISO 9001:2008)
  • Strong communication, interpersonal, mentoring & leadership skills.
  • Improves existing process for the business.
Operations Management
  • Experience in Operations Management functions encompassing Team Management, performance management, Customer relations, Leaves and performance management, Quality Audits, Quality and Training Management.
  • Spearheaded operations as a Team Lead with rich expertise in various facets of operations, viz. Production Queue Planning & SLA Management, Process Improvement, Escalation Management & Performance Management
Team Management
  • Performance-driven professional with total experience of nearly 7+ years (Nearly 5 years in Team Management)
  • Gathered fair understanding in managing inventory and workload with proven success in implementing systems for improvement of speed as well as accuracy of products and services.
  • Proficient in SOP & presentations making ; skilled in managing cross cultural teams, planning for their training & development needs and sustaining high motivation levels.

Certifications

Vistaprint K&T Team

2014Present

Supervisory Development Program

Team Management, People Management, Process Training and Team Supervision.

Indian Institute Of quality management, Jaipur

2011Present

IRCA, UK accredited QMS Lead Auditor - ISO 9001:2008 (Quality Standards)

QMS Audits, To find scopes of improvement in the process, Quality Assurance etc.

Global Quality Team, Genpact, India

2011Present

Lean Ace Certification

Lean Methodology Trained and Process improvement ideas approved by Global Quality Team.

Corporate Learning Services Team, Genpact,India

2010Present

Art Of Influence

Process Training and Training Management.

Corporate Learning Services Team, Genpact, India

2010Present

Essential conference calls

Process Training and Training Management.

Corporate Learning Services Team, Genpact, India

2009Present

Emerging excellence

Process Training and Training Management.