Build your professional network on facebook via our app Go to app
I Vijaya Kumar Quality Manager, Sapient
 
I Vijaya Kumar's Profile
I Vijaya Kumar
Quality Manager, Sapient
Sapient
confidential
confidential
New Delhi / NCR, India
Toostep 
Professional summary
I Vijaya Kumar's Experience
Previous :

Client Analyst, iGATE Bangalore
(Bangalore)

Worked from 2009 to 2012

Brief summary :

June 2009 - Current iGATE (Bangalore) Assistant Manager - Client Analytics Highlights: As a Client Analyst, I will take the lead in the data compilation, process mapping, and analysis of the customer experience across the call centers. I will be responsible for the development and presentation of in depth case studies on strategic business topics that directly relate to customer experience. The primary focus of in depth studies will span all channels (Web, Voice, IVR) as they relate to the contact center. Studies include analysis and recommendation of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our customer as it relates to the focus of the study. Role and Responsibility: Responsible for managing and conducting all phases of in-depth analysis: compilation, validation, analysis and presentation. Analyze, monitor and report on new process or procedural enhancements to determine if desired impact to customer experience has been achieved. Coordinates and facilitates management feedback sessions for the call center and other areas of the business based on relevance of the topic being presented Provide actionable data to various internal support groups as needed. Primary ownership and business management of the Speech Application Solution. Report and audit process to be designed and maintained under this role. Utilize various software packages to extract, compile and present strategic recommendations in professional formats. Maintain current on industry trends and benchmarking data within our market space Partner with key support groups within the contact center. Work collaboratively with the Learning Group, Team Coaches, and call center management to develop training materials to positively impact customer and employee satisfaction. Work with Cross Function teams as the call center business liaison. Attend and work with the Project Management Office to identify, analyze and mitigate impact to the customer and call center proactively. Collaborate with key areas to conduct process mapping when needed. Identification of points of risk within the process and proactively recommend ways to improve process and mitigate points of risk. Ad Hoc support for short term analysis as needed

Previous :

Client Analyst, iGATE Bangalore
(Bangalore)

Worked from 2009 to 2011

Brief summary :

June 2009 - Current iGATE (Bangalore) Assistant Manager - Client Analytics Highlights: As a Client Analyst, I will take the lead in the data compilation, process mapping, and analysis of the customer experience across the call centers. I will be responsible for the development and presentation of in depth case studies on strategic business topics that directly relate to customer experience. The primary focus of in depth studies will span all channels (Web, Voice, IVR) as they relate to the contact center. Studies include analysis and recommendation of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our customer as it relates to the focus of the study. Role and Responsibility: Responsible for managing and conducting all phases of in-depth analysis: compilation, validation, analysis and presentation. Analyze, monitor and report on new process or procedural enhancements to determine if desired impact to customer experience has been achieved. Coordinates and facilitates management feedback sessions for the call center and other areas of the business based on relevance of the topic being presented Provide actionable data to various internal support groups as needed. Primary ownership and business management of the Speech Application Solution. Report and audit process to be designed and maintained under this role. Utilize various software packages to extract, compile and present strategic recommendations in professional formats. Maintain current on industry trends and benchmarking data within our market space Partner with key support groups within the contact center. Work collaboratively with the Learning Group, Team Coaches, and call center management to develop training materials to positively impact customer and employee satisfaction. Work with Cross Function teams as the call center business liaison. Attend and work with the Project Management Office to identify, analyze and mitigate impact to the customer and call center proactively. Collaborate with key areas to conduct process mapping when needed. Identification of points of risk within the process and proactively recommend ways to improve process and mitigate points of risk. Ad Hoc support for short term analysis as needed

Previous :

Client Analyst, iGATE Bangalore
(Bangalore)

Worked from 2009 to 2011

Brief summary :

June 2009 - Current iGATE (Bangalore) Assistant Manager - Client Analytics Highlights: As a Client Analyst, I will take the lead in the data compilation, process mapping, and analysis of the customer experience across the call centers. I will be responsible for the development and presentation of in depth case studies on strategic business topics that directly relate to customer experience. The primary focus of in depth studies will span all channels (Web, Voice, IVR) as they relate to the contact center. Studies include analysis and recommendation of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our customer as it relates to the focus of the study. Role and Responsibility: Responsible for managing and conducting all phases of in-depth analysis: compilation, validation, analysis and presentation. Analyze, monitor and report on new process or procedural enhancements to determine if desired impact to customer experience has been achieved. Coordinates and facilitates management feedback sessions for the call center and other areas of the business based on relevance of the topic being presented Provide actionable data to various internal support groups as needed. Primary ownership and business management of the Speech Application Solution. Report and audit process to be designed and maintained under this role. Utilize various software packages to extract, compile and present strategic recommendations in professional formats. Maintain current on industry trends and benchmarking data within our market space Partner with key support groups within the contact center. Work collaboratively with the Learning Group, Team Coaches, and call center management to develop training materials to positively impact customer and employee satisfaction. Work with Cross Function teams as the call center business liaison. Attend and work with the Project Management Office to identify, analyze and mitigate impact to the customer and call center proactively. Collaborate with key areas to conduct process mapping when needed. Identification of points of risk within the process and proactively recommend ways to improve process and mitigate points of risk. Ad Hoc support for short term analysis as needed

Previous :

Business Analyst, Sapient Gurgaon
(Gurgaon)

Worked from 2007 to 2009

Brief summary :

Jan 2007 - Sep 2009 Sapient (Gurgaon) Assistant Manager - Business Analyst Highlights: To define and create Measurement System (metric) for different Sapient Functions (support functions) based on nature of their Activity / Task. Understand the nature of work and do Process Re-engineering if required (which also includes Lean projects), and create Balanced Scorecard (BSC) for the Process. Currently working with Global Support (sapient function) and help them to meet their SLA and redefine their Metric. Based on the requirement of different functions create, Management / Operation reports for leadership. Driving Process Improvement team (team of 6 Associate). Timely feedback to the functions on their improvement areas. Mentoring two Green Belt Projects.

Previous :

Sapient Gurgaon
(Gurgaon)

Worked from 2007 to 2009

Brief summary :

Jan 2007 - June 2009 Sapient (Gurgaon) AM - Business Analysis and Planning Highlights: Define and create Measurement System (metric) for different Sapient Functions (support function) based on the nature of their Activity / Task. Understand the scope of different Sapient functions and create metric based on the key activity they perform and do Process Re-engineering, if required (which also includes Lean projects), and create Balanced Scorecard (BSC) for them. Currently working with Global Support (sapient function) and help them to meet their SLA and define their Metrics. Based on the requirement of different functions create, Management / Operation reports for leadership. Driving Process Improvement Team (team of 6 Associate). Timely feedback to the functions on their improvement areas. Mentoring two Green Belt Projects.

Previous :

Sapient Gurgaon
(Gurgaon)

Worked from 2007 to 2009

Brief summary :

Jan 2007 - June 2009 Sapient (Gurgaon) AM - Business Analysis and Planning Highlights: Define and create Measurement System (metric) for different Sapient Functions (support function) based on the nature of their Activity / Task. Understand the scope of different Sapient functions and create metric based on the key activity they perform and do Process Re-engineering, if required (which also includes Lean projects), and create Balanced Scorecard (BSC) for them. Currently working with Global Support (sapient function) and help them to meet their SLA and define their Metrics. Based on the requirement of different functions create, Management / Operation reports for leadership. Driving Process Improvement Team (team of 6 Associate). Timely feedback to the functions on their improvement areas. Mentoring two Green Belt Projects.

Previous :

Sapient Gurgaon
(Gurgaon)

Worked from 2006 to 2009

Brief summary :

Aug 2006 - June 2009 Sapient (Gurgaon) AM - Business Analysis and Planning Highlights: Define and create Measurement System (metric) for different Sapient Functions (support function) based on the nature of their Activity / Task. Understand the scope of different Sapient functions and create metric based on the key activity they perform and do Process Re-engineering, if required (which also includes Lean projects), and create Balanced Scorecard (BSC) for them. Currently working with Global Support (sapient function) and help them to meet their SLA and define their Metrics. Based on the requirement of different functions create, Management / Operation reports for leadership. Driving Process Improvement Team (team of 6 Associate). Timely feedback to the functions on their improvement areas. Mentoring two Green Belt Projects.

Previous :

Business Analyst, WNS Gurgaon
(Gurgaon)

Worked from 2006 to 2007

Brief summary :

July 2006 - Jan 2007 WNS (Gurgaon) Business Analyst Highlights: Sales Analysis for Armstrong team which are into flooring business. Inventory analysis for Armstrong Strategic Marketing Team. Performance evaluation of different distributor by comparing the data with pervious year. Highlighting key Drivers to business by their performance report. Working on Ad-hoc request received from client. Measuring the performance on the basis of TAT and Accuracy. Identify the Key projects for process improvement. Responsible for ISO Certification for the process. Interact with the client for understanding on the request.

Previous :

Sr. Business Analyst, WNS Gurgaon
(Gurgaon)

Worked from 2006 to 2007

Brief summary :

July 2006 - Jan 2007 WNS (Gurgaon) Sr. Business Analyst Highlights: Sales Analysis for Armstrong who are into flooring business. Inventory analysis for Armstrong Strategic Marketing Team. Performance evaluation of different distributor by comparing the data with pervious year. Highlighting key Drivers to business by their performance report. Working on Ad-hoc request received from client. Measuring the performance on the basis of TAT and Accuracy. Identify the Key projects for process improvement. Responsible for ISO Certification for the process. Interact with the client for understanding on the request. Analyze which product are selling more / less and the reason behind it. Analyze market trend and geographic buying Patten Profit generated by each product Sales person performance and Productivity report Sales Forecasting Sales profitability analysis report Sales turnover report Actual to budget comparison and profitability analysis by salesperson and product type SALES by Salesperson, Customer, Product type, Vendor, Geographic area etc

Previous :

Sr. Business Analyst, GENPACT Gurgaon
(Gurgaon)

Worked from 2006 to 2007

Brief summary :

July 2006 - Jan 2007 GENPACT (Gurgaon) Sr. Business Analyst Highlights: Sales Analysis for Armstrong who are into flooring business. Inventory analysis for Armstrong Strategic Marketing Team. Performance evaluation of different distributor by comparing the data with pervious year. Highlighting key Drivers to business by their performance report. Working on Ad-hoc request received from client. Measuring the performance on the basis of TAT and Accuracy. Identify the Key projects for process improvement. Responsible for ISO Certification for the process. Interact with the client for understanding on the request. Analyze which product are selling more / less and the reason behind it. Analyze market trend and geographic buying Patten Profit generated by each product Sales person performance and Productivity report Sales Forecasting Sales profitability analysis report Sales turnover report Actual to budget comparison and profitability analysis by salesperson and product type SALES by Salesperson, Customer, Product type, Vendor, Geographic area etc

Previous :

Assistant Manager, GENPACT Gurgaon
(Gurgaon)

Worked from 2004 to 2006

Brief summary :

Oct 2004 - July 2006 GENPACT (Gurgaon) Assistant Manager - Business Analysis Highlights: Track Accounts Receivables for different Business Segments, past due reduction and process improvements and consolidation. Analysis, Reports, customize ad hoc analysis and root cause analysis for Regional and Commercial Teams/leaders CRMS (Receivables) Data mart Function lead Uploading Receivables record in CRMS (database) - Automated this process. System creation for ES business in CRMS. Creating Business Rules for Data mart Process. Query handling by giving solutions and implement it. Functional Design and Technical Design for Customers. Monthly and Weekly Dashboard for CRMS. Approach Business entities to get their receivables in CRMS. Being able to calculate exactly how much money was earned from providing parts and services to an outage brings benefits to GE Energy Services and its P and L. Finding out how far actual earnings are from list price-based calculated earnings will enable the company to price more competitively and negotiate deals better. Identification of the more lucrative types of outages makes it simpler to decide what business to target when planning strategy. In conjunction with existing outage forecasting systems, tracking and identify opportunities far ahead of the usual line of sight of the sales force which will give advance knowledge to the GE sales force to leverage against their competitor. Tracking the evolution of outages that resulted in sales for GE Energy Services will also result in the tracking of those outages that didnt result in sales. A root-cause analysis then is instituted to determine why so many potential opportunities are being dropped, and loopholes plugged. Tracking the history-based entitlement and sales forecasting for those portions of the GE fleet that are not covered by the existing forecasting applications. Tracking the failure-rate based forecasting of future unplanned outages.

Previous :

Assistant Manager, GENPACT Gurgaon
(Gurgaon)

Worked from 2002 to 2006

Brief summary :

Oct 2002 - July 2006 GENPACT (Gurgaon) Assistant Manager - Business Analysis Highlights: Track Accounts Receivables for different Business Segments, past due reduction and process improvements and consolidation. Analysis, Reports, customize ad hoc analysis and root cause analysis for Regional and Commercial Teams/leaders CRMS (Receivables) Data mart Function lead Uploading Receivables record in CRMS (database) - Automated this process. System creation for ES business in CRMS. Creating Business Rules for Data mart Process. Query handling by giving solutions and implement it. Functional Design and Technical Design for Customers. Monthly and Weekly Dashboard for CRMS. Approach Business entities to get their receivables in CRMS. Being able to calculate exactly how much money was earned from providing parts and services to an outage brings benefits to GE Energy Services and its P and L. Finding out how far actual earnings are from list price-based calculated earnings will enable the company to price more competitively and negotiate deals better. Identification of the more lucrative types of outages makes it simpler to decide what business to target when planning strategy. Facilitating the seamless tracking of a future outage through the business cycle - from being identified as an opportunity, to collecting payment for services rendered. Mapping the patterns which help identify sub-cycles that may be simplified or streamlined. In conjunction with existing outage forecasting systems, tracking and identify opportunities far ahead of the usual line of sight of the sales force which will give advance knowledge to the GE sales force to leverage against their competitor. Tracking the evolution of outages that resulted in sales for GE Energy Services will also result in the tracking of those outages that didnt result in sales. A root-cause analysis then is instituted to determine why so many potential opportunities are being dropped by the system, and loopholes plugged. Tracking the history-based entitlement and sales forecasting for those portions of the GE fleet that are not covered by the existing forecasting applications. Tracking the failure-rate based forecasting of future unplanned outages.

Previous :

Assistant Manager, GENPACT Gurgaon
(Gurgaon)

Worked from 2002 to 2006

Brief summary :

Oct 2002 - July 2006 GENPACT (Gurgaon) Assistant Manager - Business Analysis Highlights: Track Accounts Receivables for different Business Segments, past due reduction and process improvements and consolidation. Analysis, Reports, customize ad hoc analysis and root cause analysis for Regional and Commercial Teams/leaders CRMS (Receivables) Data mart Function lead Being able to calculate exactly how much money was earned from providing parts and services to an outage brings benefits to GE Energy Services and its P and L. Finding out how far actual earnings are from list price-based calculated earnings will enable the company to price more competitively and negotiate deals better. Identification of the more lucrative types of outages makes it simpler to decide what business to target when planning strategy. Facilitating the seamless tracking of a future outage through the business cycle - from being identified as an opportunity, to collecting payment for services rendered. Mapping the patterns which help identify sub-cycles that may be simplified or streamlined. In conjunction with existing outage forecasting systems, tracking and identify opportunities far ahead of the usual line of sight of the sales force which will give advance knowledge to the GE sales force to leverage against their competitor. Tracking the evolution of outages that resulted in sales for GE Energy Services will also result in the tracking of those outages that didnt result in sales. A root-cause analysis then is instituted to determine why so many potential opportunities are being dropped by the system, and loopholes plugged. Tracking the history-based entitlement and sales forecasting for those portions of the GE fleet that are not covered by the existing forecasting applications. Tracking the failure-rate based forecasting of future unplanned outages.

Previous :

Assistant Manager, GENPACT Gurgaon
(Gurgaon)

Worked from 2002 to 2006

Brief summary :

Oct 2002 - July 2006 GENPACT (Gurgaon) Assistant Manager - Business Analysis Highlights: Track Accounts Receivables for different Business Segments, past due reduction and process improvements and consolidation. Analysis, Reports, customize ad hoc analysis and root cause analysis for Regional and Commercial Teams/leaders CRMS (Receivables) Data mart Function lead Uploading Receivables record in CRMS (database) - Automated this process. System creation for ES business in CRMS. Creating Business Rules for Data mart Process. Query handling by giving solutions and implement it. Functional Design and Technical Design for Customers. Monthly and Weekly Dashboard for CRMS. Approach Business entities to get their receivables in CRMS. Being able to calculate exactly how much money was earned from providing parts and services to an outage brings benefits to GE Energy Services and its P and L. Finding out how far actual earnings are from list price-based calculated earnings will enable the company to price more competitively and negotiate deals better. Identification of the more lucrative types of outages makes it simpler to decide what business to target when planning strategy. Facilitating the seamless tracking of a future outage through the business cycle - from being identified as an opportunity, to collecting payment for services rendered. Mapping the patterns which help identify sub-cycles that may be simplified or streamlined. In conjunction with existing outage forecasting systems, tracking and identify opportunities far ahead of the usual line of sight of the sales force which will give advance knowledge to the GE sales force to leverage against their competitor. Tracking the evolution of outages that resulted in sales for GE Energy Services will also result in the tracking of those outages that didnt result in sales. A root-cause analysis then is instituted to determine why so many potential opportunities are being dropped by the system, and loopholes plugged. Tracking the history-based entitlement and sales forecasting for those portions of the GE fleet that are not covered by the existing forecasting applications. Tracking the failure-rate based forecasting of future unplanned outages.

Previous :

Quality Analyst, GENPACT Gurgaon
(Gurgaon)

Worked from 2003 to 2004

Brief summary :

Sep 2003 - Oct 2004 GENPACT (Gurgaon) Quality Analyst - Collections COE Work closely with Collection Strategy Group and Black Belts on their projects. Part of iDAC Project for collection JC-Penny. Created SQL query which pulls out the data for this project on daily basis. Took complete charge of iDAC. Training new jonnies on iDAC Application. Prioritize account by business logic and distribute to team. Generates Analytical reports to see improvements. Green Belt Certified on Sep - 2004 Involved in Band 5 Attrition Project. Analyses EFT data on various attributes. Report HC/EFT and Attrition for COE and SDO

Previous :

Quality Analyst, GENPACT Gurgaon
(Gurgaon)

Worked from 2000 to 2002

Brief summary :

Sep 2000 - Oct 2002 GENPACT (Gurgaon) Quality Analyst - Collections COE Work closely with Collection Strategy Group and Black Belts on their projects. Part of iDAC Project for collection JC-Penny. Created SQL query which pulls out the data for this project on daily basis. Took complete charge of iDAC. Training new jonnies on iDAC Application. Prioritize account by business logic and distribute to team. Generates Analytical reports to see improvements. Green Belt Certified on Sep - 2004 Involved in Band 5 Attrition Project. Analyses EFT data on various attributes. Report HC/EFT and Attrition for COE and SDO ______________________________________________________________________________________________________

Previous :

Quality Analyst, GENPACT Gurgaon
(Gurgaon)

Worked from 2000 to 2002

Brief summary :

Sep 2000 - Oct 2002 GENPACT (Gurgaon) Quality Analyst - Collections COE Work closely with Collection Strategy Group and Black Belts on their projects. Part of iDAC Project for collection JC-Penny. Created SQL query which pulls out the data for this project on daily basis. Took complete charge of iDAC. Training new jonnies on iDAC Application. Prioritize account by business logic and distribute to team. Generates Analytical reports to see improvements. Green Belt Certified on Sep - 2004 Involved in Band 5 Attrition Project. Analyses EFT data on various attributes. Report HC/EFT and Attrition for COE and SDO ______________________________________________________________________________________________________

Previous :

Quality Analyst, GENPACT Gurgaon
(Gurgaon)

Worked from 2000 to 2002

Brief summary :

Sep 2000 - Oct 2002 GENPACT (Gurgaon) Quality Analyst - Collections COE Work closely with Collection Strategy Group and Black Belts on their projects. Part of iDAC Project for collection JC-Penny. Created SQL query which pulls out the data for this project on daily basis. Took complete charge of iDAC. Training new jonnies on iDAC Application. Prioritize account by business logic and distribute to team. Generates Analytical reports to see improvements. Green Belt Certified on Sep - 2004 Involved in Band 5 Attrition Project. Analyses EFT data on various attributes. Report HC/EFT and Attrition for COE and SDO ______________________________________________________________________________________________________

 
 
Featured Career Adviser
India's leading executive search firm
  • Create a confidential Career Profile and Resume/C.V. online
  • Get advice for planning their career and for marketing of experience and skills
  • Maximize awareness of and access to the best career opportunities
 
 
 
I's communities
Statistical & Data Analytics
2363 members, 86 jobs, 63 articles, 32 questions, 20 debates, 3 idea contests.
I's contributions
Domain Knowledge is more important because if you dont know your business what Analysis you will do.  Lets find out what is Analytical skill-Analytical skill is the analysis do on any of the give product, and here if you dont know the product what...
 
Related Topics
Share Farming, Hunting, Large Accounts, IT Sales, Sale IT, IT Selling, IT...
1 idea contests , 1 question  
This is bout the nature and the crual huminity
3 debates  
Topic on Women Sales person, IT Sales, Sale IT, IT Selling, IT Marketing,...
1 insight , 1 debates  
  • Popular Knowledge
  •  
  •  
  • Popular Jobs
  •