A Dynamic Professional with Over 13 Years of Experience In Business Excellence & Quality Management Certified Six Sigma Black Belt (ASQ) & Project Management Professional (PMI) ? Career spread across various industries o Manufacturing (Food Industry) | BFSI (General Insurance) | Telecommunications o BPO (Insurance, Retail, Telecom, Manufacturing (SCM), Healthcare & Legal ) ? Drives Customer Experience across Touch points – Call Centers (Inbound & Outbound) Retail, Webchat, Back Office, Email & Digital Channels and across Customer Life Cycle | Omni Channel Experience ? Knowledge on Customer Life Cycle Management & Advocacy | NPS & TNPS ? Hands on Experience in Strategizing and Implementing QMS for Large Organizations ? Experience in handling Large Scale Transformational Projects & Rapid Improvement Projects o Six Sigma | Lean | Automations | BPR | Kaizen | 5S ? Experience in identifying and implementing Continuous Improvement Projects @ Contact Centre & Back Office. ? Practical experience in Business Management Systems Roll-out o ISO 9001 | COPC | eSCM o Implementation & Certifications | Sustenance & Governance ? Planning and Performance o Balance Scorecard | Metric Management | Annual Business Operational Plan