Sachin Joglekar Email & Phone Number

Pune Area, India

Pune, Maharashtra, India

Responsibilities:1. Facilitate design of CSAT action planning post ACSAT survey, SDR reviews, program reviews or any other survey and customer feedback. Rigorously drive action closures.2. Set up and Improve Ticket level customer satisfaction (TCSAT) and Deploy Ticket Audit processes3. Facilitate Customer escalation closure4. Identify Early warning Alerts proactively and track it to closure5. Ensure all services are provided as per Contractual agreement with the customer6. Ensure ITIL Operational process compliance for the program to deliver the services7. Ensure SLA compliance and compliance to Org Processes and training requirements8. Facilitate Service delivery reviews9. Facilitate Internal & External audits10. Own and manage Continuous Improvement (SIPs, Six Sigma, Lean etc)

Pune Area, India

 CIS (Continual Improvement Service) :o Reviewing and measuring standard metrics, diagramming the flow, including inputs and outputs of a business / service process. Vendor Managemento Manage Third Party Vendor teams & relationships to deliver the required serviceso Ensure the right level of skills and knowledge exists within teams to be able to run Application Support operations at all times. Drive TCO (Total Cost Ownership) Programso Manage budgets to ensure Application Management Services are delivered at the right TCOo Deliver above responsibilities within an agreed financial charging structure and budget. Resilience and Availabilityo Identify, implement & operate pro-active measures to measure service performance.o Plan for and ensure Proactive Application maintenance to prevent unplanned disruption due to incompatibility of software versions & incomplete/untested release packages Quality Transitiono Deliver all Service, Transition, Quality and Operation Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting) , where the successful implementation of service and their resource skills.o Promote governance, Risk management and Compliance efforts within assigned businesses through managing the execution of specific projects. BCP (Business Continuity Plan) & Operations Planningo Reviewing Knowledge Acquisition, Knowledge Transfer, Pre and post shadow, Service Specification, SLA and KPI, OPS Manual, Info-security, BCP documents on regular basis and setting SLO for baseline to establish the SLA.o As per the standards reviewing the Dashboards and conducting QCP for the MIS reports to share the best practice of Vodafone across BU

Pune Area, India

-Manage the Execution of the CRM Quality Assurance Steps, Focused on Application-related services in compliance with the World Wide Quality Assurance/Management Discipline(WWQA/MD)- Independent Reviewer for Application Services Engagements to assess and Recommend to influence the viability , risk , Project Management , Profitability and Client Satisfaction in services solution design and delivery - Provide Advise and counsel to Project Managers , Line Managers and executives regarding opportunity bid decisions , risk mitigation and containment , proposal quality , project health and business management practices and procedures -End to End Ownership and Handling of Client Security and other compliance audits-Data Security & Privacy Focal for the Project.-Handle Various IBM & Client Security , Business , Admin & End to End Quartery , Half Yearly and Annual Audits,- Risk Review Analysis & Project Management Review Focal- Entire Resource Management across both locations (Fulfillment, Staffing, On-Off/Boarding functions, Resource requirements etc) - Plan and Initiate Lean, Six Sigma and ITIL effectiveness programs from Operations (interlocking with Delivery Mgmt and Teams)

Bengaluru Area, India

• Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all appropriate configurations.• Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.• Under direction of Expert QA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs).• Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.• Works with Green Team members across the GDF to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other GDF centers.• Under direction of Expert QA member, analyzes and interprets financial and business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.• Track SLA metrics.• Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.• Prepares metric updates for executives.

Pune Area, India

• Identify the CTQ’s for various processes across Mexico , USA,Canada and India• Establish and maintain process baselines, process flows & perform a gap analysis of assigned projects• Perform analysis, planning, establishment of requirements, development of procedures, and other related management and technical duties through the use of the Six Sigma methodology • Development of appropriate performance dashboards and alerting operations wherever the trends are going in the negative direction• Work with Business Units to ensure achievement of internal and client Quality targets (SLAs) in the designated client programs• Analyze problem’s in terms of information and conceptualize define problem and formulate solutions through the use of Six Sigma Methodology and tools

Pune Area, India

CompuCom is an ITIL certified technical service desk. Service Desk is the Level1 and Single Point of Contact for all CompuCom employees. The job involved taking Inbound calls, Web Chats, Web cases and Emails.Create Incidents in Clarify in the earlier days and in Service-Now tool recently. Assisting CompuCom users with Hardware (Desktop, Laptop, Printers, etc), Networking and Basic telecom issues. My Job provided me exposure to implement technical skills and the learning from:• Voice Calls• MS Office• Windows XP• Windows Vista• Basic Networking• A+• Clarify & Service-Now CRM Tools

Post Graduate Diploma In Business Analytics, Analytics

Bca, Computer Application

Six Sigma, Green Belt

Six Sigma Green Belt Certified with A+ from Symbiosis International University

Diploma, Computer Engineering