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~ SERVICE DELIVERY
/ OPERATIONS MANAGEMENT~
Xerox Lean Six Sigma Green Belt
with around years experience in Service Delivery, Program
Management and facilities management. Proficient in undertaking process
improvement/ cost saving initiatives and sharing best practices. Expertise
in modern concepts of endtoend project/program planning and implementation
from scope management. Expertise at establishing network with management
across global & corporate sector. Keen planner with strong skills
in client pre sales and post sales document management solutioning,
relationship management with proven success of managing large scale
projects. Excellent interpersonal, communication and organisational
skills with proven abilities in team/people management, customer relationship
management and planning.
Apr’ with Xerox India Ltd.
Engineer Shimoga, Chikmagalur, Hassan , Chitadurga & Davangere
Karnataka Apr’ – Apr’
Customer Engineer, Bangalore Apr’ – May’
Karnataka & Kerala Operations for Xerox Global Services May’
the South India Operations for Xerox Global Services Jan’ – Dec’
Operations Manager On Deputation XGS, Gurgaon Jan’ – Jun’
the South & East Region Operations for Global Document Outsourcing
GDO Jul’ – Till date
Delivery Operations: Heading service delivery functions, to ensure
endtoend ownership of incidents and service requests. Meeting deadlines
and Turn around Time without compromising quality norms and adhering
to SLA. Understanding and coordinating client’s needs / enhancements,
customization, softwarerelated issue of clients to provide solutions
in adherence to delivery schedules. Monitoring and coordinating development
and review of service level targets and ensuring timely closure of priority
/ Planning: Managing teams to excel business targets & service
delivery and support/sales metrics. Implementing short/longterm plans
for achievement of process objectives. Preparing, compiling & presenting
weekly/monthly reports pertaining to staffing needs, process capability,
and productivity. Developing strategies for continued improvement in
the effectiveness & efficiency of the business. Managing Global
Document Outsourcing operations in key sites across South and east of
India. Leading the Xerox Managed Services operations team in working
crossfunctionally and collaborating with sales team, regional teams
in product sales, service, control and Office/Production groups in region
to achieve desired results in a winwin situation
/ Program Management: Planning project activities viz. scoping,
estimation, tracking, change management, delivery management & post
implementation support. Implementing project plans within preset budgets
and deadlines. Monitoring offshore delivery management for technical
deliverables of concurrent projects. Helping customers in deciding road
map as per the business processes and aligning with business objectives.
Servicing: Ensuring maximum client satisfaction by providing prepost
sales assistance. Providing utmost support to clients by resolving their
service issues. Up selling new offers and process improvement solutioning.
Management: Managing recruitment, training and selection of Service
Desk personnel as well as organizing, planning, and staffing operations.
Identifying the team’s training & development needs, designing
and developing the training program and afterwards conducting/coordinating
internal trainings. Currently leading a team of Seven Operations
Managers on Roll and on field associates off roll.
across the Career Path
earned business revenue of over RS. . Crore monthly billing with
profitability gross margin of %.
the clients such as BSNL, High Court of Karnataka, Vodafone, Nokia,
Nokia Siemens, Sun micro systems, EMC, Citibank, Standard Chartered
Bank, DOW Chemicals, Delloitte, OBC, Infosys ITDCPC, HCL, etc.
and planned strategies to win customer satisfaction.
clinets, financial institutions, educational institutions, government
organizations and provided customer services in districts of Chickmaglur,
Hassan, Shimoga, Chitradurga and Davangere.
the company in providing customer service with a contract penetration
of % and increased the contract penetration up by % as Customer
Performance Award in and Exceptional Performance Award in .
Digit level I & II Certification.
the Member of the Black Belt project on Gross Profit Improvement in
Xerox Global Services, India.
training in Lean Six Sigma Green Belt certification Certified Xerox
Lean Six Sigma Green Belt and lead a project on manpower over time
spend utilization and its process.
for Customer Service SupportHonors Club’.
for the Presidents Club for outstanding overall performance for
Karnataka and Kerala.
as the no. performer for year , for over all performances.
the Star performer for the year .
led the PCIDSS compliance certification for Xerox Print Centre project
site for printing the SBI Credit Card Statements.
PGDBA Post Graduate Diploma in Business Administration specialization
in Client Relationship Management from Symbiosis centre for Distance
in Electronics and Communication Engineering from Hindustan Electronics
Academy, Bangalore in the year
on program on Lean Six Sigma
Interactive services program
more than sessions of training to the on field staffs
Sigma Green Belt Training
through Quality – LTQ.
Interactive services program
Management work Group Program.
of Birth: th June
Ejipura Main Road, nd Cross, Viveknagar nd Stage,
Abilities: Hindi, English, Kannada, Tamil and Telugu