PROFESSIONAL EXPERIENCE
CURRENT POSITION
Joined IBM India on 3rd of June 2011 as a Master Black Belt.
Assigned to drive the GDF Implementation and sustenance in the telecom accounts namely, Vodafone and IDEA.
Primary Responsibilities:
GDF
Certified Trainer on various GDF components (Advanced Pooling, IP&C Dispatching, DPP Overview, Delivery Catalog,
Process Behavior Analysis, Problem Solving)
Certified Train the Trainer for Defect Prevention Training (2 Day Workshop)
Conduct Defect Prevention trainings and certify DAs to perform their role.
Part of the DA Certification panel for India Domestic
Performed the Role and an Engagement Manager in 2 of the GDF AP waves (2011.4 and 2013.4) for India Domestic.
Conduct customized Boot-camps for Accounts / Pools in India Domestic to enhance knowledge.
Enable Account / Pool GDF Delivery Analysts to identify key opportunities in Process Improvement
Execute and standardize PBAs, Exceptions Reporting and Investigations across all the pools in India domestic.
Support and monitor the Global Delivery Framework (GDF) in India Domestic Accounts (via Internal GDF Assessments)
Train, mentor and drive the GDF / Lean culture to all teams.
Assess processes and set up continuous improvement techniques for performance optimization.
Coordinate and successfully manage the various CI initiatives across accounts in Pune
Validating PBAs and reporting the PHI to Global for consolidation.
Defining and creating metrics for new pools.
Six Sigma
Support the India Domestic Accounts in their Continual Improvement initiatives using Six Sigma and Lean Methodology
Execute Master Black Belt projects and coach & mentor Black Belts / Green Belts / White Belts in their improvement
projects
Conduct formal training of resources on Six Sigma Green Belt and White Belt initiatives
Drive White Belt initiatives to gain quick-wins in the Account
Identify and mentor Green Belt projects to ensure cost savings and quality improvements.
EXPERIENCE PRIOR TO IBM:
Organization Position From To Brief Job Description
WNS Global Services Senior Manager –
Quality 5-Oct-09 2-Jun-11
Manage team of Black Belts, QAMs / AQAMs and QALs in the vertical/function
Drive Productivity, VOC, DNA and Compliance in the vertical as per the
organization given targets
Participate & contribute in quality strategy and on a case to case basis
Execute quality strategies as part of Quality Management System of the
organization in respective vertical/function
Infosys BPO Ltd Manager –
Quality 27-Aug-07 5-Oct-09
Implementing QMS verifying conformance to Quality standards.
Measuring Quality levels and taking corrective action to ensure that benchmarks
are met.
Design and development of quality related initiatives to ensure quality measures
are aligned with overall Business objectives
Recruiting, Training and Developing Quality Control teams consisting of Team
Leaders and Quality Analysts at multiple locations
Conducting Weekly/Monthly reviews with Quality Team Leaders; Set and track
weekly, monthly, quarterly and yearly goals
Acquiring and Maintaining ISO / eSCM / TL9000 / COPC audits and certifications
Standard Chartered
Scope International
Manager –
Service Excellence 21-Aug-06 23-Aug-07
Identify, scope and implement process improvement projects throughout the
Bank.(3-5 projects annually)
Provide Quality Methodology and project management expertise to deliver
projects within cost, schedule and scope.
Provide leadership as a coach and mentor to Project Leaders and Process Owners
on the use of quality methodologies and tools.
Ensure that qualitative and financial project benefits are identified, accurately
tracked and reported as scheduled and within plan.
Prioritize projects in terms of financial costs/benefits and assess these through
measurable financial gains (expected gains in region of $500,000 per annum)
SerWizSol Ltd Quality – Team
Leader 15-May-04 21-Jun-06
Monitoring & Evaluation of Calls and Analyzing calls to identify the root cause of
deviation.
Audit and provide feedback of the Quality Executive’s monitored calls and check
for variances.
Conducting calibration sessions with Internal Operations and External Clients.
Conducting briefing and feedback session on a one to one and team wise basis.
Preparing report and Agent performance charts and presenting the same to the
corporate and the management.
Data analysis and interpretation to provide meaningful insights to improve
process efficiency.
E3R Info Systems Quality Agent 2-Jan-04 15-May-04
Providing Technical Support for all Desktop, Laptop Computer and all related
peripherals (scanner, printer, mp3 players, digital camera)
Providing support for Customer on their Computer on the network, Peer to Peer,
Wireless Networking, LAN etc
Auditing Calls of all the agents on the floor
Providing Technical Support and assistance to Agents on calls.
Preparing reports and coordinating with the clients.
Making presentation and feedback sessions for issues that need immediate
attention
Wipro Spectramind Technical Support
Associate 27-Feb-03 4-Dec-03
Providing Technical support to customers of Dell computer.
Answering the queries over the telephone and troubleshooting the computer
over the same by walking the customer through steps of troubleshooting.
Meeting the CPMs (Critical Performances Matrices) laid down by the client and
adhering to the needs of the clients.
The Harbour Society Computer Design
and Administrator 3-Mar-01 18-Feb-03
Leading a Team.
Major Design of various Handbills, Drafts, Brochures, Newsletters, Posters and
advertising the same.
Computer hardware and software maintenance and update
Packages used are CorelDraw 9 & 10; Adobe Photoshop 6, Illustrator, PageMaker,
Distiller etc.
Al Yousuf Computers
Technical
Customer Service
Engineer
2-Feb-00 7-Dec-00
Involved in the Technical Support for Customer Service, with active involvement
with various machines.
Involved in Hardware Assembling and troubleshooting of Personal Computer;
Hardware & Software oriented trouble shooting Multimedia, Modem and
Faxmodem card installation
EDUCATIONAL QUALIFICATION
MAJOR COURSES
SL COURSE DESCRIPTION NAME OF INSTITUTION UNIVERSITY YEAR % /
CGPA
Pursuing PhD in Management Symbiosis International University Symbiosis International
University 2012 WIP
1 MS in Quality Management BITS, Pilani BITS, Pilani 2011 8.6
2
Bachelor in Electronics & Communication
Engineering The Indian Engineering College MS University;
Tirunelveli 2000 60%
3 Higher Secondary examination New Indian Model School; Dubai Kerala University 1995 78%
4 SSLC Exam New Indian Model School; Dubai Dept of Education;
Kerala 1993 81.5%
ALLIED COURSES & CERTIFICATIONS
SL NAME OF COURSE CERTIFICATION PROVIDER DATE OF CERTIFICATION
1 Master Black Belt Indian Statistical Institute, Pune February 2016
2 Six Sigma Black Belt American Society for Quality March 2006
3 Project Management Professional QAI India
4 Lean Six Sigma Black Belt IBM India September 2012
KNOWLEDGE BASE & TECHNICAL SKILL SETS
Certified Six Sigma Black Belt from American Society for Quality (www.asq.org)
Trained PMP®.
Advanced Experience in Microsoft Project, Microsoft Visio, Minitab and SPSS.
Up to date knowledge on requirements of COPC and ISO and also well versed with BS 7799.
SKILLS
Project Planning and Execution
FMEA (Process / Design)
DOE Design / Optimization
Effective management abilities to coordinate a variety of tasks and functions
Expertise research and development abilities
Good interpersonal skills and communication abilities to communicate orally, and in written form
Comprehensive leadership abilities to lead the team and function as a dynamic and self-motivated team leader
Proficient at handling technical support operations
