Customer Service Quality

ABHIJEET VIJAYWERGIYA 216-***-**** ( *********@*****.***

linkedin.com/in/abhijeetvijaywergiya

PROCESS, QUALITY, & OPERATIONAL IMPROVEMENT ANALYST / PROJECT MANAGER

Six Sigma Certified Green Belt ( ITIL Certified Professional ( IBM Project

Management Professional (PMP)

Solutions-oriented professional with a successful 10-year career leveraging

strong analytical, collaboration, and leadership skills to enable IBM,

Fortis, Tech Mahindra, Wipro, and Fortune 500 clients to improve financial

performance.

. Skilled in analyzing needs and issues, identifying root causes, and

guiding the implementation of solutions and best practices to mitigate

risks, strengthen delivery of services, optimize performance, and

maximize client satisfaction.

. Strengths in planning, defining, and overseeing the introduction,

integration, and adoption of new processes, models, and tools that have

contributed to improving productivity, quality, compliance, and

established SLAs.

. Recognized ability to build critical relationships, train and mentor

teams, oversee the resolution of issues, and enable global businesses

to achieve established goals.

Process, Product & System Auditing ( Root Cause Assessments ( Data Analysis

& Reporting ( Statistical Analysis

Continuous Improvements ( Training Development & Delivery ( Cross-

Functional Team Leadership

EXPERIENCE & CONTRIBUTIONS

IBM INDIA PVT. LTD. 2011 to 12/2014

Manager - Client Briefings (2012-2014)

Selected and promoted(based on strong client relationship management and

business knowledge(to support the capture of $1M to $750M dollar deals and

continued business growth.

Planned, coordinated, and managed the development of effective client

briefing strategies for new infrastructure support contracts and renewals.

Secured participation from executive and senior technical resources for

client visits. Oversaw the development of technical and business documents

to demonstrate value proposition of IBM's services, operations, and

facilities to new and prospective clients.

Selected Achievements:

. Created a unique experience for every client visit by customizing the

branding and key messages, enhancing collaboration among teams within

each facility, and establishing an effective framework to enable client

to understand value proposition of IBM services.

Technical Services Specialist, Quality - Disney Account (2011-2012)

Originally recruited to optimize overall effectiveness of teams and

processes supporting outsourced remote infrastructure management services

for the Disney account. Based on success, given additional responsibility

to train and mentor teams on CMMi best practices, and to conduct internal

quality audits of outsourced server monitoring operations for 200+

accounts.

Held accountability for establishing processes, standards, and best

practices for identifying root causes, implementing solutions, and

processing change requests across large server environments in numerous

data centers in the United States. Conducted statistical analysis of

quality metrics reports, identified issues and opportunities, and

implemented improvements to mitigate financial risks, improve uptime, and

achieve high customer satisfaction and retention.

Selected Achievements:

. Received the IBM Means Service Award(one of the highest awards granted

by IBM(for excellent contributions to business success and strong

dedication to achieving high customer satisfaction ratings. Credited

with identifying core issues with 300 mission-critical Disney servers,

overseeing the development of scripts to optimize available space, and

recommending and guiding the implementation of new dedicated resource

support model that improved uptime from 68% to 94%.

. Chosen as the Quality Lead and charged with ensuring the alignment of

server monitoring operations and environments with established controls

across 200+ accounts. Trained and mentored teams on best practices that

improved productivity and overall uptime of critical environments.

. Selected for the Grow Green Initiative to streamline the quality

management process across 64 accounts. Partnered with subject matter

experts and managers to leverage Process Behavioral Analysis

Methodology and Control Charts to measure existing processes and

implement solutions to optimize performance.

ABHIJEET VIJAYWERGIYA, Page 2 216-***-**** ( *********@*****.***

linkedin.com/in/abhijeetvijaywergiya

PROFESSIONAL EXPERIENCE, CONTINUED...

FORTIS EMERGENCY SERVICES LTD. 2010

Team Leader - Emergency Response Center

Brought in to set up the processes, models, and best practices for new

partnership with Delhi government to manage ambulatory services within the

capital city.

Selected Achievements:

. Partnered with third-party vendors and government agencies to align

teams and ambulatory services with the needs of the citizens and the

government.

TECH MAHINDRA LTD. 2008 to 2009

Senior Associate of Quality - CompuCom, HP, Dell, Microsoft, IBM, EMC,

NetApp, & Oracle Accounts

Built an impressive record of achievements and earned Best Quality Analyst,

Best Quality Agent, and Valuable Team Player Awards for improving quality

of onshore and offshore Service Desks supporting outsourced Level I-IV

support operations.

Selected Achievements:

. Chosen out of 160 Quality Associates(based on outstanding performance

with CompuCom account(and held critical role in turning around critical

account from Amber to Green during the transition of Service Desk

operations from U.S. and Canada to India.

. Promoted and charged with improving overall quality of Service Desk

providing Level I/II supporting 120 corporate users and 7 accounts.

Designed and delivered training to new and existing agents that

improved SLAs. Implemented new processes that reduced hold time,

average handling time, backlogs, and issue resolution.

. Recruited into new role to assist in rolling out new Quality Control

Model for onshore Level III/IV support operations in the U.S. and

Canada for CompuCom account. Developed the Quality Valuation Sheet that

provided an effective means of evaluating and improving performance of

400-person IT Service Desk remotely.

WIPRO BPO LTD. 2005 to 2007

Quality Assurance Agent - Delta Account

Recruited as Customer Service Representative for Delta's outsourced airline

reservation operation. Promoted within one year(based on achieving high

customer satisfaction scores(to analyze and optimize effectiveness of

outsourced operations.

Selected Achievements:

. Developed and implemented training program across 700-agent customer

center that reduced dead air during customer calls and increased

satisfaction ratings. Core member of team that established the

processes and programs that strengthened engagement levels and

relationships between agents and clients.

. Created the Quality Evaluation Framework and Metrics to analyze

effectiveness of agents against established goals that elevated overall

performance and enabled continued competitive business growth.

. Participated in corporate Six Sigma Organizational Assessment &

Restructuring initiative. Evaluated, recommended, and executed

strategies to align resources with appropriate functions.

EDUCATION & CREDENTIALS

Bachelor of Commerce in Accounting and Finance ( PUNE UNIVERSITY, 2008

Professional Certifications

Six Sigma Certified Green Belt, RABQSA

IBM Information Technology Infrastructure Library (ITIL) V3 Foundation

Certified Professional, IBM

Project Management Professional, IBM

Technology Proficiency

MS Office, Dristhi, Minitab, ISM Dispatch, Verint, Service Now, and HP

Service Center Tools

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