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<pre>Array ( [var] => cut_url ) </pre> Resume for Jitendra S. for Quality Assurance / Control / Banking in Gurgaon, India. Search More Resumes for Quality Assurance / Control on Resumark.com #BY2CMPLAE
 

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Resume for Jitendra S. for Quality Assurance / Control / Banking in Gurgaon, India




Occupation: Quality Assurance / Control Industry: Banking
Country: India City: Gurgaon
State: Haryana ZIP: 122001



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JITENDRA S. +, + Profile Summary * A total of almost years of experience involves years of Quality and Process Improvement in Service industry. * Domains worked for; Credit card industry, Quality and Relationship management. * Extensive experience in Gap analysis, Requirement Analysis and Process Improvement. * Wide exposure of customer interaction direct and backend, while working with world&;s leading brands. * Experienced in Processes enforcement and implementation of best practices. * Proven ability to drive results and process improvements. * Strong communication, presentation and interaction skills with multiple levels across the organization. * Strong understanding of metrics and business environment. Strong analytical/financial acumen. Experience Summary ORGANISATION DURATION American Express Banking Corp. Feb&; Sept&; GE Consumer Finance Servicing Pvt. Ltd, Gurgaon Oct&; Feb&; MphasiS India Pvt. Ltd. Nov&; July&; Educational Details DEGREE COLLEGE /UNIVERSITY YEAR OF PASSING Bachelor in Commerce RAJASTHAN UNIVERSITY . Master of Business Administration I.C.F.A.I University. Pursuing. Professional Trainings / Courses Certified Business Analysis ANISAN Technologies endorsed education partner with IIBA, Canada. Six Sigma Trained on basics of Six Sigma at American Express. Advance Diploma in Internet Programming CIIT, Jaipur. Technical Expertise Operating Systems Windows XP Professional, Vista. Analysis Methods Object Oriented Analysis and Design UML. SDLC Methodologies Rational Unified Pro, Waterfall Methodology, Agile Methodologies Databases MS Access, MySQL. Tools MS Excel, MS Visio, Power point, Rational Rose, Enterprise Architect. Others Adobe Photoshop, Dreamweaver Key Achievement/s * Recognized as `Best Mentor&; across the department in Employee Townhall . * Town Hall recognition in Jan&; for providing excellent service to clients. * Nominated in Q&; for CSI Service Excellence Award. Work Experience: Company American Express Banking Corp, Gurgaon. Role Quality Analyst Responsibilities * Responsible for migrating processes from offshore locations to India * Ensuring follow of Compliance and procedures in set TAT. * Establishment and tracking of quality metrics, analyze basis those metrics, and making recommendations for improvements. * Conducting Gap analysis, suggesting and implementing the changes. Highlighting critical process defects/errors and conduct trend analysis on a regular basis. * Interact frequently with corporatewide management, enduser and external contacts on quality related issues. * Responsible for conducting Quality Checks for various departments like Fraud, Disputes, Executive correspondence Unit, Merchant Services, Corporate cards and Consumer Cards on a regional level. Schedule Administrator&;s responsibilities included: * Managing the MIS of the team as a Schedule Administrator. * Implementation of new workforce planning processes and procedures and tracking key Workforce Planning metrics. * Worked closely with the Leadership, HR and the workforce planning team using the tools like Avaya, eWFM etc. * Partnering with global MIS and Financial reporting teams to develop and report operational key performance metrics. * Develop and maintain, within % accuracy, workforce planning and volume forecasting models to support short term and long term business objectives. * Meeting the staffing requirements as per the business needs. Achievements * Acknowledged and rewarded for identifying various process gaps and implementing the suggestions for improvement. * Represented India in a Global Project on Data Security effecting Card Holders, Merchants and Employees. Company GE Consumer Finance Servicing India, Gurgaon. Role Process Associate. Responsibilities * Worked in an outbound debt collection process on behalf of a leading storeschain in US of A to minimize the loss. Description GECFS is a part of GE and is working on behalf of different clients all across the globe. Company MphasiS India Pvt. Ltd. Role Customer Support Executive. Responsibilities * Customer assistance of a leading American bank to make online Payments. Worked as a multiskilled agent, a nonvoice and a voice agent as per the process requirements. * Involved in research for payment processing for the process. Description Mphasis BPO is one of the India&;s Biggest and first BPO to be setup in Pune with its centers in India and Mexico. Achievements Scored highest for the performancebased incentive for consecutive months for being the best agent. Jitendra S. /A, st Floor, New colony, Gurgaon, Haryana

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