VINOD VERMA

Email: vermavinod0@yahoo.com Contact: +91-9810588893

Professional Summary

Well rounded Quality professional with Consulting, Implementation, Quality Management and Business Process Improvement experience with methodologies like TQM, Six Sigma and ITIL. Process and data approach for Operational Excellence and Change Management. Excellent People Management Skills, with experience in managing People from different functional teams.
At Glance

An ambitious professional who has a thirst for knowledge and excellence with total 7 years (approx.) of BPO (Operations & Quality), and IT Experience. Competent problem-solver who anticipates business perspectives to develop workable solutions with 4 years (approx.) of experience in Quality & Transitions. Handled Technical & Financial Process. o Specialization in Quality Assurance & Reconciliation (Transaction, Data, Chat/Email, Customer Service Processes and other critical financial processes. Key competencies gained through experience and education which includes o Implementing Lean and Six Sigma tools. o Process mapping and other Quality tools. o Daily, Weekly and Monthly Dash boards, Reconciliations. o Handling Customer Escalations. Well Trained on Incident Management and providing online support for better Quality and Customer Experience (by Dell International). Collaborating with senior management and overseas clients, involved in Migration and Process Transitions. Visited U.K. for a process transition on a Six Months Visa. Six Sigma Black Belt from ASQ (American Society for Quality) US (Result Awaited).

Industry Experience

DELL International

Working as a Senior Technical Expert (IT - Service Desk) with Dell International Services (Jun 09 - till date = 3 years approx.) Key Responsibilities Involved in Scrubbing cases and managing Quality Reports (Team Size=16). Participating in process implementation and improvement using Six Sigma Methodologies & Management system. o Dealing with Overseas clients o Handling Team Escalations. Current Six Sigma Project working on: Project Name: Customer Escalations Team Size: - 7 Six Sigma Tools and Methodologies used: DMAIC (Project Charter, ARMI model, VOC, CTQ Drill down tree, Matrices, Gage R&R etc. Statistical Tool used: Minitab and MS Excel. o o

ASTRA BUSINESS SERVICES

Worked as a Team Leader Quality with Astra Business Services, Dehradun (1 Yr) Key Responsibilities Handled a team of more than 300 people. Responsible for Improving and meeting Quality Targets SLAs. Responsible for understanding the Process criticalities and providing training to all new batches. Responsible for MIS work and reporting to all management heads Direct Reporting to VP / CEO. Responsible for handling and preparation of all process maps, and productivity and quality charts. Responsible for client interactions and process transitions. Responsible in co-coordinating with IT - Software Team for creating a software for quality improvement in the process. Worked for Telecom and Pharma processes.

MACMILLAN PUBLISHING SOLUTIONS

Worked as Sr. Executive (Acting Team Leader) operations/quality with Macmillan Services Ltd, Gurgaon, and Haryana - 3 years (approx.) Key Responsibilities Handled a team of more than 30 people.

Worked for UK Process. Involved in process Transitions (visited UK on six months visa). Responsible maintaining and improving Quality (Transactional & Operational). Worked on Six Sigma Projects. Responsible for reporting to management heads India and UK - . Responsible for all client interactions. Responsible for MIS work includes Reconciliation of BO, MO, Credit Cards (all types), Cheque etc.

VCustomer
Worked as Technical Support Engineer with VCustomer, Mathura Road, Delhi - 1 year (Approx.) Key Responsibilities US-Voice based Technical Process Providing Technical Support to US Clients of Linksys. Providing support for Linksys products like Wired/Wireless Routers, Hubs, Switches etc. Worked with HP Process as well for few months. Providing support for HP printers and All-In-One.

Technical Knowledge

Knowledge of Quality Tools Minitab, DMAIC & DFSS (DMADV, DMADOV), Rational Robot, QTP, MS Office MS Word, MS Excel, MS Power Point, MS Outlook, MS Visio. Programming Skills VB 6.0, C/C++, SQL Server2000, VC++ and Java Basic Web Tools HTML, Corel Photo-paint. Knowledge of troubleshooting Core Hardware & Networking and Operating System Issues. Remote Access Tools Dell Connect 2.0, LogmeIn.
Certifications & Trainings

Six Sigma Black Belt from ASQ American Society for Quality (Result Awaited) Certified Lean Management from (Macmillan Publishing Solutions). Six months course on Advance Quality Assurance (Software Testing) from IT Brain Shapers, Delhi. Honors Diploma in Web Centric from NIIT.

Academic Qualifications
M.Sc. (Comp. Sc.) from Maharishi Dayanand University [Rohtak] (2000 - 2003) B.Com from Delhi University (1997-2000) 12th from C.B.S.E. Board Delhi (1996 1997) 10th from C.B.S.E. Board Delhi (1994 1995)

Additional Qualifications

 Jyotish Visharad from Indian Council of Astrological Sciences, Chennai (2002) Jyotish Praveen from Indian Council of Astrological Sciences, (2001) [Life Member of Indian Council of Astrological Sciences]

Personal lDetailsls Persona Detai

Date of Birth Nationality Language Proficiency Hobbies

23rd Sept. 1978 Indian English, Hindi Reading Books, Net Surfing and Listening Music

OTHER SIX SIGMA PROJECT Agent Tapes (with Macmillan) Key person in transitioning this process from Basingstoke (UK). Description Publishing Industry Technical cum Transaction process. Team Size 10 Role Acting Team Leader Process & Quality management Tools DMAIC - CTx, VOC, Project Charter & Tracking, Regression & Correlation Coefficient, Root Cause Analysis, Waste Analysis, Run Charts, Pareto Charts, Histograms, FMEA analysis, Gage RnR analysis. Eclipse (Transaction Processing tool), Excel, Power point and Outlook Project Description & Details: 1) Macmillan is a UK based MNC Publishing Industry, on yearly basis it is losing customers worth 19,578 GBP (approx.) which are due for renewals and getting hit from customers. 2) To improve accuracy and to increase the profits and CSAT we starting with data collection. DEFINE - Used SIPOC diagram (for bird eye level process mapping), ARMI model (to map stakeholders), used Tree diagram to work on CTxs (like using Correct formats for CSV files, and processing the renewals on time). MEASURE - Used GAGE and RnR for auditor accuracy. ANALYZE: - Used hypothesis testing for population parameter calculation. RESULTS - Recovered lost customers worth 38,700 GBP (approx.) and stopped a loss of 70% on losing customers worth 13,300 GBP (approx.). We Corrected Original corrupted customer records which reduced manual work by 65%. And the final output results in to more than a financial benefit - It reduced Labor work (by 65%) and Time by 13-19 days (approx.) out of 4 months renewal period for the complete project.

(Vinod Verma)