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VINOD VERMAEmail: vermavinod0@yahoo.com

Contact: +91-9810588893

Well rounded Quality professional with Consulting, Implementation, Quality Managementand Business Process Improvement experience with methodologies like TQM, Six Sigma and

ITIL.

Process and data approach for Operational Excellence and Change Management.

Excellent People Management Skills, with experience in managing People from different

functional teams.

At Glance 

  An ambitious professional who has a thirst for knowledge and excellence with total 7 years

(approx.) of BPO (Operations & Quality), and IT Experience.

  Competent problem-solver who anticipates business perspectives to develop workable – 

solutions with 4 years (approx.) of experience in Quality & Transitions.

Handled Technical & Financial Process.

o  Specialization in Quality Assurance & Reconciliation (Transaction, Data,

Chat/Email, Customer Service Processes and other critical financial processes.

  Key competencies gained through experience and education which includes -

o  Implementing Lean and Six Sigma tools.

o  Process mapping and other Quality tools.

o  Daily, Weekly and Monthly Dash boards, Reconciliations.

o  Handling Customer Escalations.

 Well Trained on Incident Management and providing online support for better Quality andCustomer Experience (by Dell International).

  Collaborating with senior management and overseas clients, involved in Migration and

Process Transitions.

Visited U.K. for a process transition on a Six Months Visa.

  Six Sigma Black Belt from ASQ (American Society for Quality) – US (Result Awaited).

Professional Summary

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DELL International 

  Working as a Senior Technical Expert (IT - Service Desk) with Dell International Services

(Jun 09 - till date = 3 years approx.)

Key Responsibilities

o  Involved in Scrubbing cases and managing Quality Reports (Team Size=16).

o  Participating in process implementation and improvement using Six SigmaMethodologies & Management system.

o  Dealing with Overseas clients

o  Handling Team Escalations.

Current Six Sigma Project working on:

Project Name: Customer Escalations

Team Size: - 7

Six Sigma Tools and Methodologies used: DMAIC (Project Charter, ARMI model, VOC, CTQ -

Drill down tree, Matrices, Gage R&R etc.Statistical Tool used: Minitab and MS Excel.

ASTRA BUSINESS SERVICES 

  Worked as a Team Leader  – Quality with Astra Business Services, Dehradun (1 Yr)

Key Responsibilities

  Handled a team of more than 300 people.

  Responsible for Improving and meeting Quality Targets SLA’s.   Responsible for understanding the Process criticalities and providing training to all

new batches.

  Responsible for MIS work and reporting to all management heads – Direct Reporting

to VP / CEO.

  Responsible for handling and preparation of all process maps, and productivity and

quality charts.

  Responsible for client interactions and process transitions.

  Responsible in co-coordinating with IT - Software Team for creating a software for

quality improvement in the process.

  Worked for Telecom and Pharma processes.

MACMILLAN PUBLISHING SOLUTIONS 

  Worked as Sr. Executive (Acting Team Leader) –  operations/qualitywith MacmillanServices Ltd, Gurgaon, and Haryana - 3 years (approx.)

Key Responsibilities

  Handled a team of more than 30 people.

Industry Experience

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  Worked for UK Process.

  Involved in process Transitions (visited UK on six months visa).

  Responsible maintaining and improving Quality (Transactional & Operational).

  Worked on Six Sigma Projects.

  Responsible for reporting to management heads – India and UK - .

  Responsible for all client interactions.

  Responsible for MIS work includes Reconciliation of BO, MO, Credit Cards (all

types), Cheque etc.

VCustomer 

  Worked as Technical Support Engineer with VCustomer, Mathura Road, Delhi - 1 year

(Approx.)

Key Responsibilities

  US-Voice based Technical Process – Providing Technical Support to US Clients of 

Linksys. Providing support for Linksys products like Wired/Wireless Routers, Hubs,

Switches etc.

  Worked with HP Process as well for few months. Providing support for HP printers

and All-In-One.

  Knowledge of Quality Tools – Minitab, DMAIC & DFSS (DMADV, DMADOV), Rational

Robot, QTP,

  MS Office – MS Word, MS Excel, MS Power Point, MS Outlook, MS Visio.

  Programming Skills – VB 6.0, C/C++, SQL Server2000, VC++ and Java Basic

  Web Tools – HTML, Corel Photo-paint.

  Knowledge of troubleshooting Core Hardware & Networking and Operating System Issues.

  Remote Access Tools – Dell Connect 2.0, LogmeIn.

  Six Sigma Black Belt from ASQ – American Society for Quality (Result Awaited)

  Certified Lean Management from (Macmillan Publishing Solutions).

  Six months course on Advance Quality Assurance (Software Testing) from IT Brain

Shapers, Delhi.

  Honors Diploma in Web Centric from NIIT.

  M.Sc. (Comp. Sc.) from Maharishi Dayanand University [Rohtak] (2000 - 2003)

  B.Com from Delhi University (1997-2000)

  12th

from C.B.S.E. Board Delhi (1996 – 1997)

10th from C.B.S.E. Board Delhi (1994 – 1995)  

Technical Knowledge

Academic ualifications 

Additional ualifications

Certifications & Trainings

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  Jyotish Visharad from Indian Council of Astrological Sciences, Chennai (2002)

  Jyotish Praveen from Indian Council of Astrological Sciences, (2001)

 [Life Member of Indian Council of Astrological Sciences] 

PPeerrssoonnaall DDeettaaiillss 

Date of Birth 23rd

Sept. 1978

Nationality Indian

Language Proficiency English, Hindi

Hobbies Reading Books, Net Surfing and Listening Music

Personal Details

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SIX SIGMA PROJECTOTHER

Agent Tapes (with Macmillan) – Key person in transitioning this process from

Basingstoke (UK).

Description – Publishing Industry – Technical cum Transaction process.

Team Size – 10

Role – Acting Team Leader

Process & Quality management Tools –    DMAIC - CTx, VOC, Project Charter & Tracking, Regression & Correlation

Coefficient, Root Cause Analysis, Waste Analysis, Run Charts, Pareto Charts,

Histograms, FMEA analysis, Gage RnR analysis.

  Eclipse (Transaction Processing tool), Excel, Power point and Outlook 

Project Description & Details:1)  Macmillan is a UK based MNC – Publishing Industry, on yearly basis it is losing customers

worth 19,578 GBP (approx.) which are due for renewals and getting hit from customers.

2)  To improve accuracy and to increase the profits and CSAT we starting with data collection.

DEFINE - Used SIPOC diagram (for bird eye level process mapping), ARMI model (to map

stakeholders), used Tree diagram to work on CTxs (like using Correct formats for CSV files,

and processing the renewals on time).MEASURE - Used GAGE and RnR for auditor accuracy.

ANALYZE: - Used hypothesis testing for population parameter calculation.

RESULTS - Recovered lost customers worth 38,700 GBP (approx.) and stopped a loss of 

70% on losing customers worth 13,300 GBP (approx.). We Corrected Original corrupted

customer records which reduced manual work by 65%. And the final output results in to morethan a financial benefit - It reduced Labor work (by 65%) and Time by 13-19 days (approx.)

out of 4 months renewal period for the complete project.

(Vinod Verma)