Project Management Quality Control

Manohar Singh Rathore

Jaipur **************@*****.*** +91-971*******

SUMMARY

A focused and result-oriented professional with 16+ years of experience delivering excellent results in Stakeholder Management, Project Management, Operational Efficiency, Process Transitioning, Quality Control, and Training & Development. Proficient in running successful System-Oriented operations for business excellence.

I have developed and implemented several initiatives to streamline workflows, automate tasks, and reduce errors and delays. My goal is to leverage my skills and knowledge in operations and human resource management to drive continuous improvement and innovation.

Appreciation’s

“Of all the qualities which Manohar has, it is humility which defines him the best. His innovative approach and willingness to assist others helps create a positive work environment. Extremely receptive to feedback combined with his eagerness to learn and improve distinguishes Manohar from other colleagues and makes him such a valuable resource. Wishing him the best for his future endeavors.” ~ Harmandeep Singh, Delivery Manager, AON

Skills

People Management: Inculcate High Morale, Growth Mindset and Conflict & Behavior management. Performance Management: Goal Setting, Employee Engagement, KPI, Alignment with organizations objective and PIP allocation basis individual performance Stakeholder Relationship Management: Conducting sales calls and delivering excellence to surpass expectations. Process Management: Optimizing business processes, Change management and Process initiatives. Operations Management: Enhance Efficiency & Continuous Improvement, Cost Reduction, Capacity Planning Project Management: Scope defining, Resource allocation, Gantt chart, Task Delegation, Budgeting. Transition Management: Transition planning, Process Mapping, Training, Knowledge Transfer Training & Development: Cross Training Plan, Coaching, Mentoring, Feedback and Development program. Quality Control: Root Cause Analysis, Lean Management, Create SOPs, Trend Analysis, Defect prevention MIS Reporting: Data analysis, Creating Ad hoc reports, Dashboard & Weekly Deck creation for management. Experience

Senior Academic Advisor – Online Programs

TEEL (Times EdTech & Events Ltd. – A Times of India Group Company) February 17, 2025 – Present

Selected as part of a strategic intake to drive enrollments for online degree programs from 7 IIMs (Indian Institutes of Management) under the Times of India’s Ad-Tech vertical.

Became the top performer of the cohort within the first few weeks by exceeding individual enrollment targets through high-impact counselling and need-based academic advisory.

Played a key team-support role, helping peers improve performance through process tips, CRM optimization, and lead nurturing strategies, contributing to overall team target achievement.

Delivered effective one-on-one consultations, converting high-intent leads into admissions by communicating program value, ROI, and career alignment.

Collaborated with marketing and operations to fine-tune campaign messaging and lead allocation, enhancing conversion efficiency.

Recognized for rapid ramp-up, data-driven approach, and exceptional closing ability in a high-volume, target-driven environment.

Business Development Manager & Senior Counsellor

IMS Learning Resources, Jaipur

March 1, 2023 – January 25, 2025

Spearheaded end-to-end counselling and admissions for premier test prep courses including CAT, GMAT, GRE, XAT, SNAP, TOEFL, TOEIC, and other leading management entrance exams.

Achieved exceptional conversion rates, consistently surpassing monthly and quarterly admission targets through strategic follow-ups and personalized student counselling.

Provided tailored guidance by understanding individual student aspirations, academic backgrounds, and career goals, resulting in high satisfaction and successful enrollments.

Conducted seminars, webinars, and informational sessions, boosting lead generation and enhancing IMS brand presence across digital and offline channels.

Worked closely with marketing and academic teams to optimize lead pipelines, improve campaign ROI, and align offerings with current market trends.

Played a key role in revenue growth and market expansion by leveraging CRM tools, lead segmentation strategies, and student feedback analytics.

Earned recognition for top-tier closing ratios, relationship management, and maintaining high professional standards throughout the counselling lifecycle.

GUARDIAN INDIA GURGAON, INDIA

Assistant Manager-Operations - US Group Insurance Process July 2018 to Oct’2022

● Supervising a team of twenty-four people for Group Insurance and achieving a 20% boost in productivity and consistently delivering high-quality results.

● Managing onshore stakeholder (Sales) calls and providing superior delivery to go beyond anticipated outcome.

● Demonstrated proficiency in coaching, feedback, and mentorship to foster ongoing enhancement, empower employees, and cultivate high-performing teams.

● Successfully executed the “Timely Submission” project, ensuring 95% installation of the cases in the system before the effective date to enhance customer satisfaction. AON Hewitt GURGAON, INDIA

Process Lead July’15 to June’2018

● Managed functions as a Gold Trainer for providing foundational training on diverse leave categories (FMLA, STD, Federal & State Leave Laws) and onboarding overall processes for the new hires.

● Led a UAT Testing project, trained a 15-member team and collaborated with onshore client teams and Business Technical Analysts (BTAs), leading to notable achievements and recognition for the accomplished outcomes.

● Honored with a “Plaudit" award for implementing Quality Assessment Program (QAP) the Kaizen Project

● Served as a (SME) Subject Matter Expert, actively supporting floor operations, managing critical queries, and ensuring timely & fast resolution of escalated issues.

● Designed error template with 80+ parameters for audit team to enhance quality. Penta serve Private Ltd GURGAON, INDIA

Collections officer March 2014 to June 2015

• Worked in Voice, Collections Process as collections officer. Encore Capital Group, Private Ltd GURGAON, INDIA

Specialist Customer Support April 2010 to Dec 2013

● Worked as a Collections associate for US Based voice collections process.

● Was awarded as the top debt collector on multiple occasions. Convergys India Private Ltd GURGAON, INDIA

Specialist Customer Support June 2008 to Dec to Mar 2010

● Joined Convergys as a Customer Care Executive for City Bank US process.

● Job included handling customer service operations inclusive of implementing short/long term plans.

● Managed customer complaints & conducted assigned work activities as per company policies and procedures.

EDUCATION

Graduation Rajasthan University, INDIA

Humanities July 2003 to July 2006

CERTIFICATIONS/ ATTENDED/ LEARNING

● Six Sigma Yellow Belt attended at - The Guardian Life Insurance Company of America – Aug’2022

● Consumer Advocacy Champion attended at - The Guardian Life Insurance Company of America - July’2022

● Justice, Equity, Diversity, and Inclusion Master attended at - The Guardian Life Insurance Company of America – Dec 2021

LEARNING’s

● Advanced Excel

● Advanced Power Point

● Basic to advanced SQL

● Basic to advanced Tableau Dashboard

● Advanced Data Science Using Python

● Business Intelligence using Power BI

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