Learning New Skills
Raman Sharma
Manager - Lean Digital Transformation
Delhi,DL
Summary
Detailed Process Improvement Manager with over 13 years of experience in change management, process improvement and efficiency within Call Center/ Customer Service. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Manager-Lean Digital Transformation
Genpact
Noida, Uttar Pradesh
08.2021 - Current
- Identified digital transformation opportunities to generate value for the internal and external stakeholders
- Evaluated impact of process change on overall operation and determined return on investment.
- Implemented multiple process improvement and automation initiatives within department.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Recommended and implemented practical business process solutions, working directly with stakeholders to drive customer expansion and increase revenue generation.
- Train and mentor team mates on Six Sigma methodologies
Deputy Manager - Global Analytics
Concentrix
Bengaluru, Karnataka
02.2021 - 08.2021
- Evaluated impact of process change on overall operation and determined return on investment.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Identified process improvement and analytics project opportunities
- Used analytical and Six Sigma skills to find the root causes and improve the process capabilities
- Launched quality assurance practices for each phase of development
- Gathered and analyzed large amounts of data to determine improvement projections.
Asst. Manager (Transaction Processing Analyst)
Accenture Solutions Pvt. Ltd.
Gurugram, Haryana
07.2017 - 09.2020
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Improved quality processes for increased efficiency and effectiveness.
- Delivered value by implementing cost-saving initiatives that addressed long-standing problems.
- Worked closely with the business excellence team to drive project initiatives for process efficiency and effectiveness.
Bilingual Quality Analytics
MattsenKumar LLC
Gurugram, Haryana
01.2015 - 06.2017
- Evaluated bilingual (French and English) calls and provided feedback to improve the customer satisfaction and adhere to the policies.
- Collaborated with team members to achieve quality target results.
- Worked flexible hours across night, weekend and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Bilingual Customer Service Representative
SITEL India Ltd
Gurugram, Haryana
01.2014 - 01.2015
- Answered up to 70-90 calls per day in busy, fast-paced office for both English and French speaking customers of big credit bureau.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved and maintained departmental performance standards.
- Performed support ticket transaction resolution tasks and administrative functions.
- Achieved outstanding ratings on Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
Bilingual Call Center Agent
Convergys India Services Pvt. Ltd
Bangalore, Karnataka
01.2012 - 01.2013
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Answered up to 30 calls per day in busy, critical, fast-paced office for both English and French speaking customers (leaders of different companies from Quebec, Canada).
Debt Collector Agent
Encore Capital Group
Gurugram, Haryana
01.2011 - 01.2012
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
Education
Post Graduate Diploma in Management - Operations
Institute of Management Technology- CDL
Ghaziabad, Uttar Pradesh, India 04.2017 - 04.2019
3 Years Advanced Diploma in French Language - French Language And Literature
Bhartiya Vidhya Bhavan
New Delhi, India 01.2009 - 12.2011
Skills
Problem-Solving
undefinedAccomplishments
- Manager - Lean Digital Transformation
- As a certified Lean Six Sigma Black Belt Process Excellence Manager, I aspire to effectively utilize my experience, skills and qualifications to identify areas of process improvement, automation opportunities and execute/mentor specific OpEx projects to have 360degree quality improvement of the process.
Certification
Lean Six Sigma Black Belt - Advance Innovation Group
Interests
Browsing Internet
Food Experiment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager-Lean Digital Transformation
Genpact
08.2021 - Current
Deputy Manager - Global Analytics
Concentrix
02.2021 - 08.2021
Asst. Manager (Transaction Processing Analyst)
Accenture Solutions Pvt. Ltd.
07.2017 - 09.2020
Post Graduate Diploma in Management - Operations
Institute of Management Technology- CDL
04.2017 - 04.2019
Bilingual Quality Analytics
MattsenKumar LLC
01.2015 - 06.2017
Bilingual Customer Service Representative
SITEL India Ltd
01.2014 - 01.2015
Bilingual Call Center Agent
Convergys India Services Pvt. Ltd
01.2012 - 01.2013
Debt Collector Agent
Encore Capital Group
01.2011 - 01.2012
3 Years Advanced Diploma in French Language - French Language And Literature
Bhartiya Vidhya Bhavan
01.2009 - 12.2011
Lean Six Sigma Black Belt - Advance Innovation Group
(03/2020)
Lean Six Sigma Green Belt - KPMG (10/2018)
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