Mayank Aggarwal

MAYANK AGGARWAL OPERATIONS / TRANSACTIONAL QUALITY / TRAINING & DEVELOPMENT A dedicated analyst, proficient in running successful method-oriented operations & taking initiatives for business excellence through process improvement Transactional Quality Training Knowledge Transition Plot No. 10, Flat No. G1, Panchvati, Opposite Orchid Garden, Near Pawan Cinema, GT Road, Ghaziabad – 201001 --/- Profile Summary Key Skills Associate Manager offering 14 years of cross-functional experience (US, Costa Rica and Philippines) in Quality, Training, Knowledge Transition and Operations in processes like collections, customer service, airlines ticketing, back-end and banking data management, Logistics and few other processes Lean & Six Sigma Black Belt Enrolled; possess experience in managing overall operations activities involving resource planning, in-process inspection; skilled in liaising with internal departments for implementation of quality standards in work Transition Expert; successfully completed 6 transitions across globe and developed & implemented processes in-line with the pre-set guidelines defined A People Person; Competent Trainer with a success record of training over 500 associates Participating in operational initiatives; heading operations including reengineering, transition & improvements, turnaround management and reorganization Navigated process improvement initiatives; conducting internal process audits & process reviews for ensuring strict adherence to the process parameters as per ISO & TCI Standards A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles High integrity & energetic leader with proven skills in quality management, product development to deliver quality services to clients / customers Operations Mgmt. / Excellence Quality Management/ Auditing Training & Development Customer Relationship New Business Development Team Leadership/Mgmt. Process & Skill Training MIS / Documentation Risk Analysis & Management Career Timeline ACS, Noida as Quality and Compliance Global Services at Fiserv, as Sr. Quality Expert & Process Trainer May’08 – Dec’13 Sep’14 – Nov’15 Nov’15 – Mar’17 Mar’17 – Sep’18 Bliss Healthcare, Delhi as Assistant Manager - Quality & Training Education MBA (Production & Operations Management + IT) in 2018 from Subharti University, Noida B.Com. from Shobhit University, Meerut in 2014 Trained on Six Sigma Green Belt & Train the Trainer CSC, Noida as Associate Manager Soft Skills Communicator Innovator Leadership Collaborator Intuitive Notable Achievements Awards & Recognition Shining Star Award May 2013 - Quarter 1 As a recognition of 6 successful transition from US being completed Value in Performance Reward June 2011 Demonstrated excellence in enhancing the quality of the team members, attained 75% and benchmarked the highest collection Value in Performance Reward February 2009 Work Experience Mar’17 – Sep’18 with CSC, Noida as Associate Manager Mentored and motivated teams so as to ensure adherence to all service level components, productivity targets, quality targets are met. Formulated reports on team performance, customer data & customer feedback Conceptualised and adopted ideas for process enhancement Provided trainings to representatives; updated client related changes to associates Custodian of the end-to-end operations management including transition, quality, process, training, migration, service delivery meeting SLAs defined for the critical CTQs defined Working in close coordination with the stakeholders, defining SLAs and ensuring the same are met strictly Highlights: Recommended various training programs for new joinees; ensured that trainings delivered to the team were put into effect and feedback was given on the program success, thereby ensuring a transparent review of acquired talent in the company Transitioned and stabilized various process and enhanced the overall performance Ensured correct placement of training & compliance structure along with their proper documentation as a member of the Audit Team Successfully implemented operational excellence plans, thereby leading to an increase in efficiency (process and human resource) Improved the process by reducing the SLA non-adherence from 20 -25 to 3-5 Previous Experience Internal Trainer Recognition Delivered Maximum Training Hour 2009-10 in Fiserv for contribution to the Revenue collected Shining Star Reward Quarter 1, 2009 Certification Nov’15 – Mar’17 with ACS, Noida as Quality and Compliance Mentored a team of quality analyst and trainers, analysed weekly / monthly reports/operational dashboards for providing insights and set-up KRA Formulated TNA, TNI to plan training for new hire & refresher sessions for existing employees; developed template for BPO according to ISO standards Devised, created, documented training manual and updated the same for new hires Liaised with the Business Excellence team to finalize SOPs for each area Highlights: Pivotal in completing the department setup from scratch which enhanced the customer experience, delivery and continuity of the associates. Drove the quality improvement initiatives by conducting process level audits for attaining ISO Certifications Sep’14 – Nov’15 - Bliss Healthcare, Delhi Assistant Manager - Quality & Training Online course in IPR from WIPO, Germany in 2007 Diploma in Computer Basics from NIIT in 2005 Personal Details Date of Birth: 19th Jan 1979 Languages Known:English, Hindi Passport No.:H- Visa:B1/B2 for US – 202 Performed manual quality testing on the BlissCONNECT software, developed training manuals and conducted training sessions for the new hire Led assistance to the CEO in preparing PPT and other document for Marketing &BD Supervised teams of 45PHP, UI, Linux Administrators based in India and team of 15 sales associate based in US May’08 – Dec’13 - Global Services at Fiserv, Sr. Quality Expert & Process Trainer Monitored a team of 10 Quality Analysts and 6 Trainers, worked as Training Coordinator for BPO to organize trainings and conduct quality audits for the process Created TNA, TNI to plan training and led process training (collections, banking and backend data management) for new joiners and refresher sessions Reviewed and supported Six Sigma projects Managed a team of 35 associates and one complete operational shift and work with Business Excellence team Costa Rica to finalize SOPs for each area Jan’07 – May’08 | I Energizer | Sr. Customer Care Executive Jan’03 – Oct’04 | In-touch Solution | Team Coach Jan’02 - Dec’02 | Dehradun Public School | Sr. Physical Trainer