Abhishek Shukla
Delivery Excellence Partner
Thane
Summary
Dynamic Process and Performance Improvement professional with extensive expertise in operations, quality enhancement, and productivity optimization. Certified Lean Six Sigma Black Belt skilled in DMAIC methodologies, KPI tracking, root cause analysis, and driving continuous improvement initiatives. Recognized multiple times at TCS for outstanding contributions, including prestigious awards such as the Contextual Master Award and Special Initiative Award, underscoring a commitment to excellence and impactful ownership. Renowned for strong subject matter expertise, data-driven problem-solving abilities, and fostering stakeholder collaboration while mentoring teams to elevate quality, efficiency, and customer satisfaction.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Delivery Excellence Partner
Tata Consultancy Services
03.2022 - Current
- Led delivery excellence initiatives across multiple projects, resulting in a 15% improvement in project delivery timelines, and increased client satisfaction.
- Implemented strategic process enhancements to boost operational efficiency by 20%, reducing resource wastage, and accelerating project completion.
- Collaborated with cross-functional teams, including development, QA, and client stakeholders, to identify and resolve bottlenecks in project workflows.
- Ensured timely and high-quality delivery of services, achieving a 98% on-time delivery rate, while maintaining adherence to quality standards.
- Partnered closely with clients to analyze business requirements, aligning project objectives with client expectations, and fostering strong client relationships.
Information Processing Specialist
Tata Consultancy Services
03.2022 - 12.2024
- Delivered accurate and timely processing of client data in accordance with defined guidelines, consistently supporting SLA adherence, quality standards, and compliance requirements.
- Received, verified, and processed data and documents from multiple input sources, ensuring format accuracy, data integrity, and completeness across client systems.
- Performed data computation, validation, and system updates, minimizing errors through structured quality checks and attention to detail.
- Proactively identified discrepancies and collaborated with SMEs, and client stakeholders, to ensure timely resolution and continuity of operations.
- Conducted regular quality audits and validation checks to maintain high data accuracy, and reduce rework.
- Identified process gaps and recommended improvement opportunities to enhance operational efficiency and reduce manual effort, supporting continuous improvement initiatives.
- Maintained and updated process documentation and SOPs to enable knowledge sharing, audit readiness, and process standardization.
- Supported training and onboarding of new team members, providing guidance on process workflows, and quality expectations.
- Ensured strict adherence to compliance, data security, and mandatory training requirements, maintaining organizational and client standards.
- Actively identified personal skill gaps and pursued capability-building and development programs, strengthening performance and readiness for higher responsibilities.
Cs Phone Associate
Sutherland Global Services
02.2020 - 03.2022
- Delivered high-quality customer support through high-volume inbound phone interactions, ensuring professional, empathetic, and efficient issue resolution.
- Assisted customers with product inquiries, troubleshooting, and service-related concerns, consistently meeting or exceeding service quality and productivity targets.
- Maintained accurate and detailed documentation of customer interactions, supporting compliance, reporting accuracy, and service continuity.
- Collaborated with team members and supervisors to improve customer satisfaction scores, sharing feedback and best practices.
- Proactively identified recurring customer issues and contributed insights for process and communication improvements.
- Supported training and onboarding of new associates, guiding them on process workflows, call handling standards, and customer engagement best practices.
- Recognized as a top performer for consistently exceeding performance targets, quality benchmarks, and customer satisfaction expectations.
Product Manager
People Interactive (I)
01.2016 - 04.2017
- Provided expert product advice and guidance to customers, helping them understand features, plans, and services to maximize product value and satisfaction.
- Handled customer inquiries and concerns with clear, confident communication, ensuring timely resolution and positive customer experience.
- Built strong rapport with customers, contributing to higher customer satisfaction and retention.
- Leveraged in-depth product knowledge to recommend suitable solutions aligned with customer needs.
- Identified recurring customer feedback and pain points, sharing insights and recommendations for product and process enhancements.
- Collaborated with internal teams to relay customer insights, supporting continuous improvement of products and service delivery.
FST
Commonfloor.com
05.2015 - 11.2015
- Coordinated with on-site real estate agents, assigning field activities and ensuring timely execution of on-ground tasks.
- Managed the end-to-end property listing workflow, from data collection to publishing, ensuring accuracy and completeness on the CommonFloor platform.
- Uploaded and validated property details and photographs, maintaining content quality and platform standards.
- Acted as a liaison between clients, agents, and internal teams, facilitating smooth communication and process flow.
- Arranged and coordinated client meetings for property sales and rentals, supporting conversion and customer satisfaction.
- Maintained organized records and tracking of listings, agent activities, and client interactions to support operational efficiency.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai, India 04.2001 -
HSC Science
UPMSP
Uttar Pradesh, India 04.2001 -
High School Diploma -
Maharashtra State Board
Maharashtra 04.2001 -
Skills
Lean Six Sigma Black Belt
Kanban methodology
Continuous Improvement
Lean Six Sigma Green Belt
Continuous improvement methodology
Certified in Six Sigma
Data analysis proficiency
Effective communication
Quality assurance in delivery
Team leadership
Quality control
Strategic marketing
Proficient in MS Office
Excel proficiency
Certifications
- AI-Enabled Lean Six Sigma Black Belt
- Lean Six Sigma Green Belt Certification
- Lean Six Sigma Yellow Belt
- AIGPE Certified Lean Specialist
- Commence: Business English Certification
- Performance Improvement Certification
- LDP Team Skills Foundation
Honors & awards
- TCS AI Hackathon — Appreciation Certificate, Received an Appreciation Certificate for active participation in the TCS AI Hackathon. Recognized for prompt involvement, enthusiasm, and contribution toward innovation-driven initiatives. Demonstrated interest in emerging technologies, collaborative problem-solving, and a proactive approach toward learning and innovation., Contextual Master Award Issued By Tata Consultancy Services
- May 2025, Received the Contextual Master Award in recognition of outstanding contribution to the organization. Honored for demonstrating strong ownership, contextual understanding, and consistent delivery of high-impact outcomes while serving as an inspiring role model to colleagues. Acknowledged for dedication, commitment, and positive influence on team performance and organizational goals., Service And Commitment Award Issued By Tata Consultancy Services
- Mar 2025, Received the Service and Commitment Award in recognition of completing three years of dedicated service at Tata Consultancy Services. Honored for consistent commitment, reliability, and contribution to organizational objectives while upholding TCS values and maintaining high standards of professionalism and performance., Special Initiative Award Issued By Tata Consultancy Services
- Mar 2023, Received the Special Initiative Award in recognition of outstanding contribution as a Subject Matter Expert (SME). Honored for deep process knowledge, proactive problem-solving, and driving critical initiatives that improved team performance and operational outcomes. Recognized for mentoring team members, providing expert guidance, and serving as a reliable knowledge resource and role model within the organization., Special Achievement Award Issued By Tata Consultancy Services
- Nov 2022, Received the Special Achievement Award in recognition of exceptional contribution and high-impact performance delivered beyond regular responsibilities. Honored for demonstrating strong ownership, consistent excellence, and dedication while positively influencing team outcomes and organizational objectives.
Timeline
Delivery Excellence Partner
Tata Consultancy Services
03.2022 - Current
Information Processing Specialist
Tata Consultancy Services
03.2022 - 12.2024
Cs Phone Associate
Sutherland Global Services
02.2020 - 03.2022
Product Manager
People Interactive (I)
01.2016 - 04.2017
FST
Commonfloor.com
05.2015 - 11.2015
Bachelor of Science - Information Technology
Mumbai University
04.2001 -
HSC Science
UPMSP
04.2001 -
High School Diploma -
Maharashtra State Board
04.2001 -