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    Ankit Sharma
    The document provides a summary of a professional's qualifications, accomplishments, technical skills, work history and education. It details the professional's experience in people and client management, quality assurance, training, process improvement and more. Technical skills include MS Office, Six Sigma and project management.

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    Resume Format

    Uploaded by

    Ankit Sharma
    55 views2 pages
    The document provides a summary of a professional's qualifications, accomplishments, technical skills, work history and education. It details the professional's experience in people and client management, quality assurance, training, process improvement and more. Technical skills include MS Office, Six Sigma and project management.

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    The document provides a summary of a professional's qualifications, accomplishments, technical skills, work history and education. It details the professional's experience in people and client management, quality assurance, training, process improvement and more. Technical skills include MS Office, Six Sigma and project management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    55 views2 pages

    Resume Format

    Uploaded by

    Ankit Sharma
    The document provides a summary of a professional's qualifications, accomplishments, technical skills, work history and education. It details the professional's experience in people and client management, quality assurance, training, process improvement and more. Technical skills include MS Office, Six Sigma and project management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 2

    Name

    Address
    Ph:
    Email ID
    _________________________________________________________________________________

    OBJECTIVE

    SUMMARY OF PROFESSIONAL QUALIFICATIONS

    Results-oriented, high-energy, hands-on professional, with a successful record of accomplishments in


    the Business Process Outsourcing industry. Experience in People & Client Management, Quality
    Assurance, Training, Six Sigma, MIS and customer service. Highly effective manager with proven
    success directing and motivating employees. A reliable decision-maker and innovative problem solver
    who uses common sense and works well in a fast-paced, high-pressure environment.

    Major strengths include strong leadership, excellent communication skills, competency, team spirit,
    attention to detail, ability to innovate, as well as supervisory skills including hiring, termination,
    scheduling, training, payroll, and other administrative tasks. Proficient at managing & leading teams
    for running successful operations & experience in developing procedures, service standards for
    business excellence. A thorough professional with a proactive attitude, capable of thinking out of the
    box, generating new solutions and ideas.

    PROFESSIONAL ACCOMPLISHMENTS

    • Dexterously looked after Process development in terms of quality and progress and an active
    member of Process Excellence Teams. Experienced in working with Six Sigma projects with
    Black belts as Process Owner/participant on various projects to implement process
    improvements and reduce error rates
    • Bsc Math Honors helping in developing independent thinking and analytical skills that that can
    be utilised at the workplace. Knowledge of various tools that help in analytical process
    • Key person in improving operational efficiency at Xansa using Six Sigma methodology and
    certified as a Green Belt from the Motorola University
    • Facilitated several transversal YB and GB projects for passing out efficiencies to clients and
    stake holders. Handled projects which led to FTE allocation restructuring through efficiency
    gains
    • Active participation in ISO 9001 and BCP/Risk audits. Conducted several internal audits to
    check compliance and awareness levels
    • Successfully supervised contract and full time employees. Provided customer
    intervention/resolution, training in telephony/backend operation and customer care,
    Manpower Scheduling, Quality Control, and special projects. Has handled several teams and
    worked with clients across different geographies
    • Played a key role with creation and implementation of several MIS tools which play a crucial
    role in business analytics
    • Adept at understanding and managing client expectations. Has had the exposure of dealing
    with clients based out of different geographical regions and delivering to their expectations
    has been a key element in running operations successfully. Successful in running various
    RCA’s based on customer feedback (VOC) and implementation of findings
    • Managed relationships with clients, engaging with key personnel across all levels of the
    organisation including senior management across India and US
    • Successfully identified areas for the development of related service offerings and draw
    learning from the innovative work done with partnership clients
    • Possess excellent interpersonal, analytical, troubleshooting and team building skills with
    proven ability in establishing quality systems / procedures and planning / managing
    resources.
    • Looked after process improvement initiatives through system changes, process re alignment/
    redefining & efficiency management and implementing adequate measures to maximise
    customer satisfaction level
    • Sending reports to the top management and maintaining the agreed SLA & thereby focusing
    on maximizing Customer Experience while optimizing costs
    • Creating and sustaining an environment that fosters development opportunities and
    motivating the employees for enhancing the existing performance levels. Providing
    continuous coaching and feedback to employees to foster growth. Regular 1-2-1 discussions
    to check employee satisfaction and prepare developmental action plans
    • Worked on Business Analysis, information management and compliance through KPI/SLA
    monitoring, performing Root Cause Analysis, Forecasting and conducting qualitative analysis
    • Conducted Process and Soft Skills trainings. Instrumental in delivering several technical
    trainings based on MS Office and Sigma tools

    AWARDS AND ACHIEVEMENTS

    • Pat on the back Award for Process Excellence

    • Green Belt Certification in Six Sigma from Motorola

    • Member of the Innovation and Facilitation team

    • Special Recognition award given by the VP for outstanding performance

    • Received an award for Best Process Improvement

    TECHNICAL SKILLS

    • MS Office – Highly proficient in Word, Excel and PowerPoint

    • Six Sigma – Comprehensive knowledge of DMAIC and DMO methodologies through active
    and continuous involvement with the process. Worked on Lean principles and experienced in
    Project Management

    WORK HISTORY

    • Team Leader, October 2007- October 2009

    • Quality Lead, August 2007-October 2007

    • Process Leader, May 2003 – January 2007

    EDUCATION

    • PGDBM (HR), SCDL (Symbiosis), Pune: 2004 – 2006

    • BSc Maths Hons, Delhi University, Delhi: 2000-2003

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