Continuous Process Improvement
Danzas AEI Emirates LLC - Al Tayer Group
Total years of experience :12 years, 11 Months
1.Strategic planning & execution of Business Process & Technology improvement initiatives focused to enhance Process & Service efficiency and quality, using Lean Six Sigma methodologies.
2.Define & lead improvement opportunities in a customer oriented process by using Value Stream Mapping technique to enhance the process efficiency & optimise cost metrics.
3.Collaborate with cross-functional Leaders to drive the organisational initiatives & propose solutions required at Product, Process, Service, System & Business level using Process Mapping technique.
4.Lead new Business Process implementation projects, prepare risk mitigation plans & define control /efficiency metrics.
5.Prepare & present process performance dashboards to give an insight on varying trends, preventive measures & Key areas to focus.
6.Conduct Train the Trainer, Lean methodology (GEMBA, 7 Wastes, VSM, etc.) & continuous process improvement sessions with key focus on Problem-Root cause-Solution for Operation Managers & Supervisors.
7.Statistical analysis (Control Charts Study) conducted to identify the performance patterns & ensure process stability.
Responsible for managing team of Customer Service Process Experts & following deliverables:
1. Identified & executed Customer Service Process & Technology optimization initiatives focused to enhance customer experience using Lean Six Sigma methodologies.
2. Delivered projects introducing Innovation, Automation & Quality at various stages of customer process journey to accomplish contact reduction, defect & deviation elimination, minimizing efforts, time & cost
3. To execute process change established Project & Program management Plans, conducted risk & change assessment, defined Key Performance Indicators (KPIs), milestones & timelines, managed talent sourcing, cost approval & documentation.
4. Sketched out the structural framework & led the execution of Process Intranet toolset to serve as a dynamic repository of Standard Operating Procedure, Project Playbooks - Lessons Learned, Training Material etc.
5.Owned channeling of Product & Process change communication between Customer Experience & Cross-functional teams including Process & System anomaly correction, User Assessment Testing, Sale & Event Construct & Planning, etc.
5. Analyzed nature of process defects & deviations by examining Voice of the Customer (VOC) via Customer Survey Feedback (NPS), Focus Group Sessions, Customer Interactions, Innovation Labs etc.
6. Created & presented business use cases, measurable objectives & KPIs to Management & Internal Stakeholders for driving Process, Service, System & Product change initiatives.
7. For qualitative & quantitative information of potential root causes for
deviation, applied Six Sigma analytical methods like; Cause-n-Effect Analysis, 5 Why, Pareto Analysis etc.
7. Evaluated potential consequences & impact on customer experience
due to process & product launch & redesign initiatives led by cross-functional teams & ensure implementation of corrective measures, if required before approving the change.
9. Reported out process performance post change implementation, to track & compare achieved metrics with benchmarks set to demonstrate the impact.
10. Prioritized, Process & Information Technology Customer Service initiatives roadmap by calling on internal & external resources as necessary to execute goals & big bets.
Few of my Achievements in this role include:
1. Optimization of online refund process; immediate improvement in refund success rate by ~11%, streamlined ambiguous TATs, created system & communication triggers.
2. Streamlined customer behaviour on IVR; achieved ~16% increase in self-serve options, Interaction to order reduction by ~1.75%.
3. Established Business Processes for international brands such as; Pitney Bowes, M.A.C, Estee Lauder, Bobbi Brown, Clinique & Oracle Service Cloud for Myntra.
4. Established & structured framework for process communication, Guided Process Assistance & Process updates for Customer Service team.
5. Strategic planning to ensure readiness for managing high volumes & sustainable operations of Customer Service team during USD 150 Million Big Sale days.
Led Service Excellence team in New Product & Process launches across Flipkart & responsible for:
1. Led implementation of initiatives focused to promote Process Re-engineering practices, leveraging technology & information assets for driving process & service excellence.
2.Evaluated risks, suggest fixes/enhancements while on-boarding Process/Tech enhancements which have the broader level impact on Consumer.
3.Ensuring audit deliverables, Process Projects KPIs & Timelines are met.
4.Performing sample data audits to ensure process compliance & customer experience goals are met as per ISO standards & share feedback for improvement.
5.Designing & Maintaining Standard Operating Procedures for new product category/vertical launches.
6.Defined Website Refiners & Filters for new Product & Vertical launches to enable effective filtering options for the consumer.
7.Identified Process & Service Quality impacting challenges & implemented solutions to enable the Organization processes work efficiently and deliver a valuable solution to end users.
1.Monitoring content and email response performance of Team Operations.
2.Structured Quality response guidelines in line with Organisation goal of providing better customer experience.
3.Evaluation & analysis of Quality Audit reports to drive the right C-SAT approach.
4.Training sessions conducted on effective handling of customer escalations for New Joiners and bottom quartile performers.
5.Preparation of data reports in line with the process requirements.
6.Being part of the projects undertaken for process improvement.