CV, Master Black Belt in Six Sigma looking globally

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Serial No: 40724

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Current location:  Maharashtra, India - View on map

Nationality: Indian

Spoken languages: english

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