Quality Analyst Customer

Nivida Thapa

Phone No.: +91-786******* E-Mail: ***********@*****.***

Profile Snapshot

A self-managed and result-oriented professional with Fourteen plus years of experience in Idea Generation, Stakeholder Management, Operational excellence, MIS & Reporting, Operations Management, Client Management and people management. Managing Idea generation & Implementation of ideas, identifying process improvements, KPI Improvements and creating visibility with various reports and governance with stakeholders. Core Competencies

Process Improvement:

Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines

Working on to achieve the targets as CTQs (Critical to Quality) and VOC (Voice of Customer) and able to achieve the targets Week on Week

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Enabled the process to achieve progressive goal by streamlining processes and creating robust review mechanism. Driven outcome by singling out the top issues on accounts with major contribution

Driven OPEX in the team

MIS & Reporting:

Designing reports and presentations to create visibility to Management by effective governance

Preparing and tracking MIS report of sales team performance for all zone on a daily, weekly and monthly basis and sharing the final analysis report to higher management

Automated Weekly and monthly reports with Controls to eliminate Manual error post viewing historical quality record for reporting

Improved reporting effectiveness by enhancing the visual impact with key stakeholders and bringing in objectivity at transition level

OPERATIONAL EXCELLENCE:

Organizing and conducting awareness session on Lean and OE for the employees

Facilitating Lean Workout to generate innovation Idea’s and their implementation

Creation and review of Operational Excellence documentations (SIPOC, HLPM, FMEA and others

Managed end-to-end Operations of different process (Procure to Pay, Order to Cash, Payments, Sales Team)

Leading, training, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets

Governance Calls

Customer Presentation

Enabled the process to achieve progressive goal by streamlining processes and creating robust review mechanism. Driven outcome by singling out the top issues on accounts with major contribution

Preparing MIS, Governance DECK

Organisational Experience

Dec’19 Till Date Maharani Innovative Paints Pvt Ltd Designation Key Deliverables/Achievements

Manager To increase the Dealer Base and Achieve Revenue Sales Targets through Dealership on regular Basis

Sales & Collection - Monitor the achievement on daily basis. Objective is 100% achievement as per plan.

New Dealer Appointment – Ensure timely creation in Customer Database

Recruitment - New areas to increase the customer base

Coordinating between sales, marketing, product development service department for smooth operations and sales process

Coordinate with Technical Officers to ensure smooth customer trial and product application on customer line

Preparing and tracking MIS report of sales team performance for all zone on a daily, weekly and monthly basis and sharing the final analysis report to higher management

Ensure that the team is adequately equipped as per business requirements

Establish, develop and maintain positive business relation with dealers/ customers

Identify key performers

Perform cost-benefit and needs analysis of existing/potential customers to meet their needs

Expedite the resolution of customer problems and complaints to maximize satisfaction

Follow up Quotation/Offers/Payments from existing and new dealers/ customers

Foster an environment of learning, excellence and team work across the function Achievements Generated 25 Lakh of business in a month

New ideas generated in order to implement Digital Transformation Jul’15 to Mar’19 BT India Global Services Pvt. Limited Designation Key Deliverables/Achievements

Quality Analyst Key deliverables.

Copper Classic is a mediator between CP (Communication Provider) and Onshore Team in order to fulfil the PSTN and ISDN 2 Orders. If the orders get delayed by our Onshore Team, then CP escalate those orders to us so we can get those issues resolved by contacting them via emails or calls

Takes responsibility and accountability for managing people, resource, targets and performance of a team so that all customer satisfaction, quality of service to customer, revenue, debtor control, cost and productivity targets are achieved whilst minimizing the number of complaints

Build and maintain internal relationships across own organization, and where appropriate, the wider unit Onshore and Offshore

Own the customer relationship through a team of Team Members

May act as the first escalation point for customer or internal issues

Coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team including associates

Communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required

Drive Process improvements with respect to Quality and Productivity

Take up additional responsibility as and when needed apart from BAU

Liaison with operations and support departments to ensure smooth operations and provide resolution to Team queries

Always follows standard processes for the majority of problem-solving issues People:

Leading, training, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets

Handled new joiners and mentored their skills & performance Achievements Cracked an IJP of Back up Quality Analysis. Mentoring my team, giving feedback in order to improve their quality score

Got best performance award from Director

Got an opportunity to have tea with our Director because of my best performance

Cleared an IJP of Quality Analysis- Process Excellence in Nov 2016 for Network Record, where I have been monitoring team member’s quality and giving feedback in order to improve their quality score

BQF (British Quality Foundation) certified Lean Practitioner for my A3 AIM Idea project where I have shown and done FTE saving for Infrastructure Delivery Department in Openreach Feb’14 to May’15 HCL India

Designation Key Deliverables/Achievements

Analyst Key deliverables.

Handling Inbound calls for UK telecom giant British Telecom

Up selling various calling, internet and broadband packages

Mentoring new joiners and help them come up the learning curve Sep’11 to Jan’14 Accenture

Designation Key Deliverables/Achievements

Account Receivable Key deliverables.

Managing Idea generation (We@Accenture) end to end process

Creating Awareness & Promoting Operations to identify and generate new idea’s

Conducting Workshops with Lean and operational excellence expert in identifying new ideas and process improvements

Designing structure and plan to implement new idea’s with support from operations

Conducting effective governance with operations, Ideator and implementer to meet agreed timelines

Conversion of Idea above 30% and yield maximum hard and soft savings.

Getting required approval from Operations and signoff on savings

Preparing reports and dashboards on weekly and monthly basis and creating visibility to operations and Management in achieving their savings targets

Handling collections (B2B) for assigned accounts, portfolio management, credit risk analysis and Credit approvals for new customers

Expertise in treatment of critical portfolios to stabilize them and improve cash flow, currently handling Honda, Rust oleum, AAR, Delphi, Wurth Electronics, Lutron and Commercial Vehicle these being some of the major Top Clients for CEVA

Assuring the consistent reduction in overdue percentage and elimination of Root Causes for Overdue

Driving A/R calls for my set of critical accounts and addressing and resolving issues related to billing to increase flow of payments

Handled multiple stations like Detroit, Laredo, Chicago, Indianapolis, Miami, Atlanta and Charlotte on which I have to send the weekly station dashboard and followed by weekly calls with the stations and collectors for the stations

Apr’07 to Sep’11 EXL Services India Pvt. Ltd

Designation Key Deliverables/Achievements

Executive (Dell financial

Services)

Executive (British Gas) Jan-

10 to Sep-2011

Key deliverables.

Was a part of the Inbound/Outbound Collections Team for Dell Financial Services (1-59 Day collections)

Was part of the Skip Tracing Team with Dell Financial Services (Collections)

As a senior member trained new members joining the team, & helping them come up the learning curve

Was a part of Inbound/outbound collection team collecting on British Gas accounts

Dealt with collecting on gas and electric bills

With good performance in the 30 days delinquency accounts, chosen to work on specialized (finalized) accounts

As known for best calling practices, got the opportunity to mentor new agents and training them on quality front of the calls

Maintain team stats and discussing with the team leader what necessary steps can be taken to improve team’s performance

Achievements Consistent Performer for year 2008 - Quarter 4

Was recognized as one of the Consistent Performer & hence given responsibility for mentoring of new agents

Education

Year Degree / Diploma completed College / University 2007 B. A Government College Dharamshala

2004 Intermediate K.V. Yol cantt, Dharamshala

Trainings Attended

Lean & GB

Change Management

Personal Details

Date of Birth : 17 January 1987

Father's Name : Mr. S. B. Thapa

Languages Known : English and Hindi

Address : House no. A 30, Ashoka Enclave 2, Sec 37, Faridabad, HR 121003 X

Nivida Thapa

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