a Curriculum Vitae

Ashima Khanduja Kanwar

Address:

M-IV, First Floor, Greater Kailash II,

Near Savitri Cinema,

New Delhi -110048 Email: guizc9@r.postjobfree.com (Official)

guizc9@r.postjobfree.com(Personal)

Mobile: 987*******

Professional Summary

Certified LEAN Six Sigma Black Belt for last 2 years in Mobile Business with Bharti Airtel. Prior to Bharti Airtel, was a LEAN Six Sigma Black Belt for 5.5 years in a leading company - GENPACT (Prior – GECIS, GE)

Current Experience:

Years of Experience: 23 months (October 2008 – Present)

Profile: Lean Six Sigma Black Belt, Senior Manager – Operational Excellence & Quality

Organization: Bharti Airtel, Mobility - Airtel Center, Gurgaon

Key Responsibilities@ LEAN Sigma Black Belt:

• Driving National Performance Variation Projects with high variation KPIs within timelines

• Improve Value Stream throughput for VAS using VSM, Lean & PVR (Operational Excellence model)

• Drive Mobility initiatives like Project VAS Way Forward (VASTU), Non Voice 2.0, Organizational Design – Productivity Norms-Sales Structural Design with HR, Driving VAS (HT, SMS, Mobile Internet) @Retail Channel, VAS and Complaint Reduction with cross functional departments etc

• Aligned with VAS Incubation & M-Entertainment on Products such as Mobile Internet, HT, SMS, Airtel Friend’s Chat, Picture Posts, Airtel Blog, Airtel Friend’s Locator and drive PVR & LEAN Projects

• Process Design of Mobility Processes and End to End closure of change requests in Bharti Knowledge Portal

• National Replication of Circle Best Practices under PVR and Non PVR related Projects

• Strategic Initiatives @ Mobile Level – OE Model in Airtel, Sales Productivity Norms – Mobile Business, Mobile Strategy

• Timely review and closure of circle PVR, LEAN, CARPET projects

Rewards and Recognition

Got recognized for driving Six Sigma and Operational Excellence across Mobile Services

• Recognized as one of the most valuable resource for Mobile Business of 2009-10

• Received the Diamond Award for working on Revenue Leakage Opportunity - VAS EMM Charging, Biz Impact worth 200 Cr/Annum

• Recognized as the Best Black in Mobile Services in the months of Oct’09, Nov’09 and Dec’09

• Recognized as the Best Black in Airtel across all Business Units - Mobile Services, Telemedia, DTH, Enterprise in the month of Apr’10, Jul’10

Previous Experience:

Years of Experience: 1.5 Years (1 Sep2007 - 24 Oct 2008)

Profile: Asst. Manager – LEAN Sigma Black Belt

Organization: Genpact, General Banking Group, Wachovia-Gurgaon

Key Responsibilities @ Manager- Quality:

• Generate Business Impact for the clients through end to end projects and create Value by impacting Revenue, Costs, Loss, Customer Experience, Margin, Cashflow, Compliance and Brand

• Drive Transactional Productivity benefits through process improvements committed in Master Service Agreement

• Drive Continuous improvement culture and drive the Six Sigma and Lean DNA by taking the Trainings.

• Targeting Band 4 + DMAIC trained and tested population above 70%, GB Certification for Band 4 above 50%, Band 5 Lean Trained DNA at 90%.

• Ensure seamless transitions by driving Business Process Management System for all new transitions to ensure zero surprises and early stabilization

• Ensure Transitions VOC for all new processed to be above 4 and CXO-NPS for all businesses to be above 80%

Previous Experience:

Years of Experience: 1.5 Years (15 Jun 2006-1 Sep 2007)

Profile: Assistant Manager – Assistant Manager-Teams Lead; Analytics-Debit Card Fraud Prevention

Organization: Genpact, Operations, Technology & E-Commerce – Wachovia, Gurgaon

Years of Experience: 1.5 Years (15 Jun 2005-1 Sep 2006)

Profile: Management Trainee-Teams Lead; Multiclients-Hyderabad

Organization: Genpact – Hyderabad

Years of Experience: 2 Years (15 Jun 2003-15 Jun 2005)

Profile: Process Developer / Process Associate Auto Financial Services-Late Stage Collections

Organization: Genpact – Gurgaon

Key Responsibilities @ Team Lead Profile

• Lead the Operations Team of 17 associates at Genpact (Wachovia) for the Debit Card Fraud Prevention Process and responsible for achieving the service level agreements outlined by the client. Also led a team of on an average 30 people for collections in Hyderabad in Collections Cards – Multiclients.

• End to end responsibility for Service Delivery and Client management, acting as Client interface and conduct call monitoring sessions-sending coaching packets to the managers and feedbacks and one on ones with the associates.

• Proactively seek innovations and improvements within the process to enhance service levels, reduce operational costs, increase productivity by developing a strong and results driven team.

• Training New Hires as a Subject Matter Expert and mentoring them for their development needs and tracking the new hires performance and aligning them to the different teams.

• Nominating the associates for the Classroom Learnatorium sessions and the White Belt Trainings depending upon the vintage and the development required by the associates in the portfolio and at the same time making sure the System Hour Target delivery of the various teams.

• Managing optimum capacity and productivity levels on the floor at all times

• Expert level competence on the Call Monitoring Software-NICE. and handling the queries on the calls to be pulled for the portfolio.

Responsibilities and Initiatives

• Result oriented manager with a proven track record in Genpact Quality and Operations for 5 and 1 half years.

• Delivering business impact through execution of assigned black belt projects

• Mentoring of Green Belt projects in the assigned Span to ensure 100% GB certification in the assigned span

• Customer interaction on Quality initiatives, Dashboard calls etc

• Conducting Quality / Lean awareness sessions

• Drive predictive operations for the assigned process in tandem with Operations Managers

• Manage customer satisfaction (eVOC, Closure on action items etc.)

• Drive Process Improvement projects and support operations on Critical business impact, Transactional Productivity initiatives

• Coaching & mentoring of Quality catalysts

Rewards and Recognition

Received recognition and Silver ward for driving the highly critical end to end business impact project and maintaining the quality rigor across the business

• Got the silver certificate for the successful transition of the process and exceeding the targets of CTQs and CTPs.

• Got Recognition and was certified for winning the ZAC (Zero Attrition Challenge) in the last quarter of the year’05 at the All Manager’s Meet

• Certified for maintaing the 80% ECVOC scores month on month.

• Received Town hall recognition from the Client for the consistent performance in the year’04

• Awarded “Star of the Month” for the months of January’04 and May’04.

Professional Trainings Undertaken

• Completed Black Belt, LEAN Training on Six Sigma and Quality. Completed trainings on-Front Line Manager Orientation, Hiring the Right People, Foundations of Leadership, Transition Tool Kit, LEAN advanced Training, Delegation, Motivating Employees.

Educational Qualifications:

S.No Examination School / College Board / University Year of Passing Results

1 M.S.C - Bioinformatics Bioinformatics Institute of India Vinayaka Mission’s Research Foundation 2007 80%

2 B.S.C - Physics Sri Venkateswara College, South Campus Delhi University 2003 66 %

3 12th Examination Cambridge Foundation School C.B.S.E 2000 76.5%

4 10th Examination Cambridge Foundation School C.B.S.E 1998 75.6 %

Personal Details

Date of Birth : 5th May 1982

Languages : English, Hindi, Punjabi

Interests : Dance

DATE: (ASHIMA KHANDUJA KANWAR)

9 September 2010

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