Manager, Lean Six Sigma Green Belt, ITIL Certified

Aparna Tewari

+91-996******* ******.********@*****.***

Solution driven professional with 6+ years of Experience in International IT Industry with Proven IT Business Co-Ordination, Team Leading, Process Management and Process Improvement Skills

Assistant Manager / Team Leader with Proven Ability to Train, Motivate, and Supervise Team along with Client Relationship Building Skills

Proficiency in Process Management and Improvement through various Methodologies like Agile and Lean Six Sigma

Experienced in using tools like Excel, Power Point, Power BI and Tableau for Data Analysis and Presentation

PROFESSIONAL EXPERIENCE

Accenture India (Business Unit: ICI – Intelligent Cloud and Infrastructure)

Assistant Manager: From November 2019 to August 2020

Managed a team of 15-18 members and ensure the daily service delivery tragets are met/ exceeded.

Coordinate daily customer service operations, Track the progress of weekly, monthly, quarterly and annual objectives. Evaluate employee performance and identify hiring and training needs.

Supervise and motivate staff to perform their best along with Performance Appraisals, Escalation and Attrition Management.

Making sure of all employees adhere to company’s policies and guidelines.

IBM India Pvt. Ltd (Business Unit: DWS - Digital Work Space)

Work Load Manager: From June 2014 to Feberury 2016

Technical Team Lead: March 2016 to October 2019

DWS is the one of the Dynamic Offering from IBM to its Clients and one of the most Profitable Business Units. Technical Team Leader role in DWS requires good Understanding of IBM Framework, Processes along with Skills such as Supervision, Cordination and Proactive Approach on Implementation of plans.

Day to day activities include SLA achievement, Daily Team Huddle, Interacting with Work Load Managers, Quality Analyst, Voice & Accent Trainer and Team Members to know everyday account status. Performing Client Reports (weekly/monthly account view Dashboard, Billing Report), Team Reports (Productivity Analysis, Weekly Team Roster), Data Analysis on the Pattern Issues to find out the Errors and Design Action Plan to Fix it, Driving New Improvememt Plans with Manager and QA.

Projects Implemented:

1.Lean Six Sigma Yellow Belt Project to Reduce the Backlogs of Issues

2.Agile Methodology to Reduce the Count of Issues

3.Agile Methodology to Reduce the MTTR (mean time to resolve) of an Issue

4.Implemented Robotic Process Automation Project for process optimization using Automation Anywhere

EDUCATION

B.Tech in IT (Information Technology) from Uttarakhand Technical University with 72% (2010 2014 batch)

12th Grade in PCMB (Physics, Chemistry, Mathematics and Biology) from KV ONGC (CBSE) with 58% (2009 – 2010 batch)

10th Grade from SGRR Public School (CBSE) with 82% (2007-2008 batch)

CERTIFICATIONS

Certified in Lean Six Sigma Green Belt

Certified in ITIL V3 Foundation

Certified in Projects through Agile Framework

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