Six Sigma Black Belt Certified Manager : Resume CV

[irajibd]

Rajib Das
E-mail : irajibd AT gmail.com

To work for an organisation by nurturing its resources by promoting commitment, innovation and teamwork to get the best out of it.

Career Abstract :
- A Lean Six Sigma Black Belt Certified Management graduate with comprehensive experience of Approx. 9 years
- A quick learner with abilities to work, lead a team and work under strict deadlines.
- Excellent communication, presentation and problem solving skills.
- Possess excellent team building, leadership, relationship management and analytical skills.
- Creating and delivering value propositions to key clients
- Managing performance of members to ensure efficiency in business operations & revenue targets.
- Strong experience in CRM.
- Developed a new selling technique for achievement over the assigned targets. This is effective for all kind of sales.

Employment Scan :
Key Result Areas :
Responsibilities :
- Providing Quality related solutions to the employees of Aircel.
- Providing the Quality Trainings to the employees.
- Setting up the Quality Standards.
- Effectively Manage the Life Cycle Management Program.
- Ensuring continuous improvement in service delivery through process improvement initiatives.
- Continuously drive and improve efficiency metrics like seat/manpower utilizations/Quality Parameters.
- Promoting quality achievement and performance improvement throughout the organization.
- Develop, implement, communicate and maintain a quality plan to bring the Company’s Quality Systems and Policies into compliance with quality system requirements.
- Effectively interact with Development teams to maintain and introduce new products.
- Working with purchasing staff to establish quality requirements from external suppliers.
- Ensuring compliance with national and international standards and legislation.
- Ensuring tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary.
- Supervising technical staff in carrying out tests and checks.
- Writing technical and management systems reports.
- Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.
- Persuading reluctant staff to change their way of working to incorporate quality methods.
- Manage and maintain the Company’s quality inspection and product release programs for incoming and in-process materials and components, processes and finished goods.
- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.
- Setting QA compliance objectives and ensuring that targets are achieved.
- Maintaining awareness of the business context and company profitability, including budgetary control issues.
- Assessing the product specifications of the company and its suppliers, and comparing with customer requirements.
- Considering the application of environmental and health and safety standards.
- Agreeing standards and establishing clearly defined quality methods for staff to apply.
- Defining quality procedures in conjunction with operating staff.
- Setting up and maintaining controls and documentation procedures.
- Liaising with customers’ auditors and ensuring the execution of corrective action and compliance with customers’ specifications.
- Establishing standards of service for customers or clients.
- Preparing clear explanatory documents such as customers’ charters.
- Monitoring performance by gathering relevant data and producing statistical reports.
- Organize and manage quality assurance function in close co-operation with the customers and with the Company’s Management team (Member of Management Team).
- Identifying relevant quality-related training needs and delivering training.
- Collating and analyzing performance data and charts against defined parameters.
- Conducting regular Audits to ensure the Quality level within the organization.
Achievements :
- Successfully implemented the new changes in the CRM.
- Transitioned and configured the network congestion for the Delhi region.
- Setting up the Quality Team.
- Conducting the Quality Training Sessions and Audits.
- Introduced the, per paisa plan and Free Life Time offer; for the prepaid customers (To become the first network to provide this service).
- Incorporated the first network to provide Free Caller Tune service to the customers.
- Cost cutting of the SIM production.
- Process Automation by implementation of the JIT (Just in Time) process. This reduced the average process request time from 48 hours to 10 hours.
- Given a profit of Rs.5 crores by improving the network quality and retaining the customer base.

Key Result Areas :
Responsibilities :
- Providing advanced support to the customers, employees and vendors of a Major US Telecom Giant.
- To maintain the integrity of the process.
- Handling the team to achieve the matrices.
- Handling the routine and specific business generating promotional activities.
- Quarterly Appraisals.
- To check the attrition rate.
- Training, development and Routine operations.
- Providing constant feedback to the client and quality team about various improvements on the product.
- Conduct training for team members on product development.
- To provide feedback to the agents on a daily basis.
- To design and implement various strategic plans and programs for the improvement of the process.
- Identify area of concern for team members and to formulate a plan of action to improve upon those areas.
- To design motivational programs RNR(Rewards and Recognition) for high achievers.
- Develop and implement various Marketing Strategies to increase and retain the Customers.
- Effectively Manage the Customer Life Cycle Management Program.
- Process transitioning.
- Promoting quality achievement and performance improvement throughout the organization.
- Develop, implement, communicate and maintain a quality plan to bring the Company’s Quality Systems and Policies into compliance with quality system requirements.
- Writing technical and management systems reports.
- Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.
- Persuading reluctant staff to change their way of working to incorporate quality methods.
- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.
- Setting QA compliance objectives and ensuring that targets are achieved.
- Maintaining awareness of the business context and company profitability, including budgetary control issues.
- Assessing the product specifications of the company and its suppliers, and comparing with customer requirements.
- Agreeing standards and establishing clearly defined quality methods for staff to apply.
- Defining quality procedures in conjunction with operating staff.
- Setting up and maintaining controls and documentation procedures.
- Liaising with customers’ auditors and ensuring the execution of corrective action and compliance with customers’ specifications.
- Establishing standards of service for customers or clients.
- Preparing clear explanatory documents such as customers’ charters.
- Monitoring performance by gathering relevant data and producing statistical reports.
- Organize and manage quality assurance function in close co-operation with the customers and with the Company’s Management team (Member of Management Team).
- Identifying relevant quality-related training needs and delivering training.
- Collating and analyzing performance data and charts against defined parameters.
Achievements
- Was a pioneer member of the Writing Skills Training Team.
- Always been extra conscious about the achievement of the C-Sat (Customer Satisfaction).
- Based on the performance and commitment, got an opportunity to work in all the Lines of Business.
- Designing and development of new Quality Tools for the continuous improvement.
- Transitioned the process to the new CSM platform.
- Coined the Sprint Nextel Merger (GSM + CDMA network).
- Changing the billing system to a single platform for the CDMA and GSM customers which reduced the overall cost to the company.
- Introduced the usage of Domino Lotus Notes (which is a product of IBM) instead of Microsoft Outlook. This saved the software licensing cost to the company.
- Conversion of CSR (Customer Service Request) to an Automated Process.
- Introduction of the Chat Process to resolve the customer’s queries through chat.
- Development of the in-house KMS (Knowledge Management System) and internal knowledge tool (K Com).
- Given a profit of $2.5 billion to Sprint by improving and retaining the customer base.

Key Result Areas :
Responsibilities
- Conducting training sessions on behalf of a Major U.K. based Telecom Company.
- Handling the quality reviews of the agents.
- To interact with the client on a daily basis.
- Handling the Process Training of 3G Network to the agents and new hired people.
- Preparing reports regarding the Floor Reviews and helping Assistant Manager in analyzing these reports.
- Training, development and Routine operations.
- Providing constant feedback to the client about various improvements about the product.
- Conduct training for team members on product development.
Achievements :
- Worked and helped in the Initiation of the 3G Network Process.
- Was a pioneer member of the Process Training.

Key Result Areas :
Responsibilities :
- Assisting the team to achieve the matrices in the absence of the Team Leader.
- Assisting new joiners during the ramp-up period.
- Achieving the required matrices.
Achievements :
- Recognized as one of the best Executive to achieve the matrices.

Scholastics :
- Certified QAI Lean & Six Sigma Black Belt Professional.
- Certified Project Management Professional from Project Management Institute
- Certified Java Developer from National Institute of Information Technology.
- Completed Post Graduate Diploma in International Marketing and HR from NIS, Delhi.
- Completed GNIIT from NIIT, Delhi.
- Completed Bachelors in Commerce from DU. (1997-2000).
- Passed XIIth from CBSE Board with First Division in 1997.
- Passed Xth from CBSE Board with First Division in 1995.

Technical Skills :
- Operating systems- Windows, Linux.
- Software Packages- JDK, MS-Office.
- Technical Troubleshooting (Software and Hardware).
- Network Maintenance.

Other Projects :
- Mentored the Green Belt Project for the employees of NIIT.
- Mentored the Black Belt Lean Project for the Thapar Group (BILT).
- Conducted Green Belt Training sessions for the HP employees.
- Conducted Training Sessions and Audits for Asian Paints.
- Initiated the Project Jagran with the NGO “Aastha”.
- Conducted the Quality training sessions for the IBM employees.

Industrial training :
Organization : Balarpur Industries.
Role : Project Trainee (Mgmt. & Planning)
Duration : 8 months (During PGDM)

Personal Vitae :
Language Known : English & Hindi.
Date of Birth : 24th March 1980
Marital Status : Single
Nationality : Indian

(Rajib Das)

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