Working as Strategy and Implementation Manager for UK DEI team.

Service Excellence Lead for 3 Business units

Drive Process Improvement projects (Lean, Six Sigma), Conduct Quality related trainings, Strengthen Quality framework, Implement and achieve high CSAT.

To play the role of dedicated Service Quality Assurance manager. Role mainly involved managing Customer Experience, Ensuring Delivery and Operational Excellence & Process Compliance.

To manage the Quality Function of complete Trivandrum region consisting of 700+ employees. Under the Quality umbrella, worked on various initiatives such as Lean, Six Sigma, ISO, Customer Satisfaction surveys, Business Continuity management, CMMI, Quality Trainings, Training Management System, Customer Dashboards, & Quality Awareness campaigns.

Key Deliverables: • Six Sigma projects Conducting Six Sigma Yellow Belt and Green Belt training sessions. Working with the respective delivery team and guiding them on the Six Sigma and Lean projects.• Value Creation Initiative To act as SPOC for entire HCL Comnet for value creation initiative. To ensure that the value creation portal is activated for all accounts, giving training on the usage of the portal and solving all sort of queries related to it. To ensure that all accounts are using the portal actively.• Transformation project audits Scheduling and conducting audits for transformation projects on a monthly basis for about 20 projects. Preparation of reports and presenting it to the top management.• Customer satisfaction surveys To act as SPOC for entire HCL Comnet for the conduction of all types of customer satisfaction surveys. The surveys include account level survey, project level survey, transition project survey and internal partner satisfaction surveys. Needed to ensure the following for each of the surveys- identifying SPOCs, participant list, finalization of questionnaire, completion of survey initiation process, follow up with respective stakeholders for increasing response rate, tracking of action item creation and closure for each of the projects.• Monthly operations audit Planning and timely execution of monthly operations audit of 20 accounts/departments. Preparation of individual reports for 20 accounts and consolidated report for 102 accounts across India

Key Deliverables: Perform B2B sales of company product and services to target customer (engineers and manager of construction company) Identify prospecting customer by performing market surveys and references.Promotions and advertising of Company products and services to the various target customers.Key Achievements:Appreciated by some major customers like Condor builder, Veejay Properties and PTC Builders for maintaining excellent customer relationship management.Appreciated by Director of the Company for my overall contribution to the organization