cv curriculum vitae -->

cv curriculum vitae

in:
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

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.
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 
About Author of the Website:

Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

Follow her @ Google+ | Facebook | Twitter

0 comments:

Post a Comment

Resumes By Categories

1-5 Years Experienced CV 10-15 Years Experienced CV 10th Standard 12th Standard CV 15-20 Years Experienced CV 20-25 Years Experienced CV 30+ Years Experienced CV 5-10 Years Experienced CV Accounts CV Aeronautical CV Automobile Engineer B Com CV B Pharma CV B.Tech CV BA CV BA Philosophy CV Banking CV BBA CV BCA CV BDS CV Beautiful CV Bio Technology CV BMS CV BPO Call Center CV BSC CV BSC IT CV Business Analyst CV CA CV Cashier CV CEO CV CFA CV Chemical CV Civil Engineering CV Commercial CV Cook CV Cover Letter for Resume CS CV D Pharma CV Diploma CV Doctor CV draff Economist CV Electrical CV Electronics CV Engineer CV Fashion Designer CV Films CV Finance CV Foreign Resume Format Fresher CV GM CV Hotel Management Housekeeping CV HR CV ICWAI CV Import Export CV Instrumentation CV Insurance CV IT CV ITI CV journalist CV LLB CV M Com CV M Pharma CV M Phil CV M Sc Computer Science CV M Tech CV M.Tech MA CV Manager CV Marketing CV Mass Communication CV MBA CV MBA Event Management MBA Finance MBA Hospitality CV MBA HR CV MBA IB cv MBA Marketing MBA Production MBA Quality MBA SCM CV MBA System MCA CV Mechanical CV Medical Representative CV Mining CV MMS CV MSC CV Over 25 Years Experienced CV Paint Technology CV Pharmacy CV Phd CV Philosophy CV Project Manager CV Psychology CV Purchase CV Quality Engineer Real Estate CV SAP ABAP CV SAP Basis SAP BI CV SAP BO CV SAP CRM CV SAP CV SAP FICO CV SAP HR CV SAP MM CV SAP PP CV SAP SD CV SAP Security Six Sigma CV Special Resume System Administrator CV Teacher CV Textile CV Treasury CV USA Resume Web Designer CV

Home About-us Privacy Policy Disclaimer Advertise with Us Contact-us