Sample Template Example of Excellent Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for BA CV Freshers & Experienced in Word / Doc / Pdf Free Download
.JPG)
Download Resume Format
GURTAJ
SINGH KAHLON
Mobile No.: +91 7508642717~ E-Mail:gurtajsin@gmail.com
Seeking assignments in
the domain of Operations Management/ Process Management/ IT Support with an
organization of high repute
ABRIDGMENT
4 An astute professional with an
experience of 5.8 years in the field of Operations Management/ Process Management/
IT Support/ Training/Incident & Change Management.
4 Deftness in handling functioning of
processes & implementing processes in line with the pre-set guidelines.
4 Competent in assessing and
implementing effective solutions with an aim to ameliorate custom
er contentment and customer loyalty thereby generating repeat and referral business.
er contentment and customer loyalty thereby generating repeat and referral business.
4 Proven abilities in planning,
development, customer relationship management with interpersonal, communication
and organizational skills.
4 Possess excellent business acumen to
forecast business prospects through project feasibility study.
4 Ensuring that process surpasses
achievement of delivery & service quality norms for clients.
CORE
COMPETENCIES
Operations Management
4 Framing work direction & plan
for associates after assessment of capabilities.
4 Preparing & presenting various
weekly/monthly reports pertaining to process/productivity.
4 Setting up targets, maintaining CTQ
(Critical to Quality) SOP & SLA's / CTP (Critical to Process) targets while
planning the process.
4 Analyzing risks and opportunities by
client's feedback and giving proper feedback to the management.
4 Planning & analyzing
business/process trends & opportunities; thus evolving & evaluating
strategies by providing key inputs. From historic trends.
Process Management
4 Monitoring the overall functioning
of processes, identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level.
4 Conducting internal process audits
& process reviews for ensuring strict adherence to the process
parameters/systems as per defined guidelines.
Customer Relationship Management
4 Mapping client's, identifying
improvement areas & implementing measures to maximize customer satisfaction
levels.
4 Ensuring continuous interaction with
customer to make sure that area of concern can be worked upon as per service
levels.
4 Setting out quality standards for
various operational areas, ensuring a high-quality customer experience while
adhering to the SLA's and work processes.
Team Management
4 Managing team functions viz.
manpower planning, recruitment & selection, training & monitoring the
performance.
4 Leading, mentoring & monitoring
the performance of team members to ensure efficiency in process operations and
meeting of individual & group targets.
4 Conceptualizing & developing
need based training for developing multi skilled work force within sub
processes for optimum efficiency.
4 Reviewing, evaluating and updating
product training modules and communicating the changes to the Training/Program
Manager.
4 Handling business proposal
preparation for the new business that the company is acquiring from various
clients as a part of process update/transition.
4 Interviewing suitable candidates for
the helpdesk profile, providing process trainings, monitoring the performance
and providing regular feedbacks based upon the performance monitoring system.
WORK
EXPERIENCE
Since
19th April 2007 - 25th Feb 2011- IBM India Pvt. Ltd.,
Bangalore as Subject Matter Expert (Problem Management Team)
Client: AstraZeneca (Global Pharmaceutical
Company), UK
Key Role:
4 Providing end users of the clients
with IT Support and handling a team of 20 members for AstraZeneca Service desk.
4 Handling escalations and routing
them as per the process as a part of outstanding incident project.
4 Carrying out remedial action for the
complaints and sharing feedbacks with the analysts.
4 Improving the quality and CSAT of
the team.
4 Adhering to departments policies
e.g. Virus Control, Non - Authorized Software, etc.
4 Undertaking external and internal
training as required.
4 Completing the ad-hoc tasks as and
when required by the management.
4 Acting as the first point of contact
between IBM and its end users & trying to fulfill the IT needs.
4 Improving the quality of the
transactions including the feedbacks and coaching sessions with the agents as a
part of the quality improvement plan.
4 Preparing and updating the team room
with Daily/Weekly/Monthly scorecards and reports, which are shared by the
operations for reviewing the performance and challenges for the account.
Attainments:
4 Liaised with the management to
improve the CSAT by decreasing misroutes of incidents.
4 Carried forward CSAT Improvement
project and process improvement plan to improve the email quality/response
rate.
4 Came up with the reporting structure
which was shared with the management on daily basis to project the
transparency/improvement for the team overall.
4 Identified the various defects for
the team in order to improve the email quality and enhancing overall CSAT as a
part of continual improvement plans.
4 Awarded and recognized for quality,
highest productivity, to enhance the quality for the team and drive CSAT.
Projects:
4 Improving
Service Desk Efficiency
4 AZ
EMEA L-1 Backlog Reduction Project
4 Service
Desk Hiring Project
4 Introduction
of the new ticketing tool
4 Improving
quality & response for the Email Correspondence Team.
Since
1st March 2011- 16th December 2011 IBM India Pvt. Ltd.,
Bangalore as SSO-Ops Duty Manager
Department SSO-Operations
Key Role:
4 Reporting for task direction to the
Operations Management, this is a 24 x 7 shift role supporting the Operations
Team in India Command Center.
4 Prime responsibility is to focus and
improve cross platform operational service offerings delivered from the UK
operations groups.
4 The role also incorporates
Management focal point for high severity one major Incidents - coordinating
across multiple teams.
4 Liaise with Operational Services
Support Manager on a day to day basis.
4 Be the focal point for Customer
visits, interlock appropriate teams participation and host the customers.
4 Drive projects relating to service
improvement offering, technology and cost.
Responsibilities
4 Liaise with Operational Services Support
Manager on a day to day basis.
4 To manage the Service Duty Manager
task ID and phone to address service related correspondence.
4 Ensure the correct problem and
change processes are followed and adhered to which includes the chasing of
delinquent operations problems and unapproved changes.
4 Ensure efficient and clear handovers
between duty managers and operations shift teams.
4 Act as focal point for all
operations escalation's (Internal and External) to / from SSO and Service
Management.
4 Attendance (where necessary) at
Service Management meetings and hold regular shift / department meetings.
4 Be aware of Shift resource and work with the Lead
Operator to resolve any out of line situations
4 Be responsible for and take actions
to ensure bridge safety, security and tidiness, highlighting any out of line
situations to Operations Management.
4 Manage Problem and Change as per SSO
procedures.
4 Review / manage / action customer
satisfaction survey feedback (service improvement).
4 Ensure a daily report is produced to
record and forecast status of service availability for higher management and
oncoming duty manager.
4 Create and Maintain a DM's Manual.
SIGNIFICANT ACCOMPLISHMENTS:
Recognized
as:
Top
Performer throughout the career with IBM.
Role
Model by the leadership team.
Received
various recognition certificates for delivering exemplary performance.
Since
30th January 2012 - 5th February 2013-Mindtree Ltd,
Bangalore as Senior Engineer (Change Management Team, IMTS)
Job Role:
4 To project and manage the
implementation of all change schedules within service department.
4 To be responsible for all Change
Management activities, to include new business planning, Change Advisory Board
(CAB), the production of management information, Request For Changes (RFCs) and
a change schedule.
4 To be responsible for the
Configuration Management Database (CMDB).
4 To reduce the impact of change on
the business.
Key Accountabilities:
4 To provide management, supervision
and support to staff seconded to projects, from diverse areas of department/client,
ensuring their continued personal and professional development and work
completion, as appropriate.
4 To develop and maintain active and
progressive working relationships with all members of resolver teams in
implementation of a Change task.
4 To liaise with staff at all levels
and within all consultancy staff who may be engaged on any project from time to
time, assisting with the specification, assignment and ensuring that work is
undertaken to appropriate time scales and identified quality standards.
4 To define the scope of the Change
Management processes, function, configuration items to be controlled, and the
information that is to be recorded.
4 To take responsibility for the
research and development of the change Schedule ensuring best fit for the organization.
4 Knowledge management>To develop,
document and publish Change Management standards, Change Management plans and
procedures, ensuring that these documents are updated as and when appropriate
4 To be responsible for Configuration
Management; develop, document and publish the standards and ensure the database
(CMDB) is fully updated.
4 To ensure all new business and
alterations to existing business go through the change management process.
4 Risk and Impact analysis to be
completed and to provide advice to management/client on the options and
consequences regarding the schedules of change.
4 To ensure the defined Change and
Configuration Management processes and procedures are adhered to by staff
carrying out their tasks and where appropriate initiate appropriate training to
rectify non-conformance.
4 To take responsibility for all
aspects of the RFC process within all sections of a new/existing Project.
4 To ensure availability of CMDB data.
4 To produce a forward schedule of
change.
4 To continuously evaluate the existing
processes and procedures to ensure that Change and Configuration Management is
being carried out in the most efficient and effective manner and initiate
appropriate corrective action.
4 To provide at all times a
professional, courteous and rapid response to Onshore and Offshore team.
4 To undertake such projects of a
level commensurate with the responsibility to deliver it within the SLA.
SCHOLASTICS
B.A.
(English) Symbiosis College of
Arts and Commerce, Pune (Pune University) 2004
XII Gulmohar
High School, Jamshedpur (ISC Board, Delhi) 2001
X Gulmohar
High School, Jamshedpur (ICSE Board, Delhi) 1999
CERTIFICATIONS
4 Received
certifications in the following modules:
- Enabling
Performance Excellence
- Overview
of ITIL and IT Service Management
- Managing
Interpersonal Relationships
- Information
Technology Security and Controls
- Delivery
Excellence Awareness
- ITIL
V3 Certified
PERSONAL DOSSIER
Date
of Birth: 02 Nov'82
Languages
Known: Hindi,
English and Punjabi
Download Resume Format
.JPG)
0 comments:
Post a Comment