Abhishek Parkar
Mumbai,MH
Summary
Dynamic logistics finops specialist at Maersk Global Services with a strong background in enhancing service delivery and client satisfaction through effective process improvements. Experienced in quality assurance and training, with a focus on data analytics and communication. Committed to driving continuous improvement and promoting teamwork to meet organizational objectives.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Lead Logistics FinOps Specialist
MAERSK GLOBAL SERVICES CENTRES PVT LTD
Mumbai
12.2024 - Current
- Implemented process changes to improve service delivery and client satisfaction.
- Coordinated project timelines and deliverables to ensure consistent workflow.
- Conducted regular audits to ensure compliance with company policies and standards.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Produced reports to monitor team performance metrics.
- Assisted in developing strategies to increase customer satisfaction levels.
- Created training materials for new hires to facilitate efficient onboarding.
- Created training materials for new hires on the company's procedures and policies.
Quality Team Lead
TrueMeds (Intellihealth Pvt LTD)
Mumbai
10.2023 - 11.2024
- Managing the entire Quality Team of 18 QAs across 4 verticals
- Led Call Calibration Sessions: Spearheaded regular calibration sessions for both internal and external teams, ensuring alignment with quality standards and fostering consistency in performance evaluation and feedback across the organization
- Developed and implemented KRAs for quality team, aligning individual objectives with organizational goals and clarifying performance expectations
- Developed comprehensive SOPs to optimize workflows, standardize processes, and enforce adherence to guidelines, enhancing task execution efficiency and accuracy
- Established quality legends and crafted customized monitoring sheets for diverse processes, ensuring consistent evaluation criteria and facilitating performance monitoring and improvement initiatives.
Senior Quality Analyst (Quality Team Lead)
PharmEasy India Pvt Ltd
Mumbai
08.2019 - 02.2023
- Worked as QTL with 12 QAs reporting to me
- Leading & coordinating with QAs from different locations (Mumbai & Bangalore)
- Facilitated calibration meetings with internal teams and external partners to ensure consistency in quality assessments.
- Training QAs promoted through IJP and Hiring
- Provided regular updates to leadership on quality metrics, highlighting consistency issues and production deficiencies
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Compiled and distributed weekly feedback to team leaders and managers to enhance service time and quality
- Performed root cause analysis using 5 why technique
- Manage multiple Sales LOBs (Diagnostic, Order confirmation, Order on Call and Outbound Sales)
- Managed diverse team of 400 associates, fostering collaboration and productivity across multiple sales tasks
Lead Associate Quality
WNS Global Solutions
Navi Mumbai
10.2018 - 07.2019
- Performed focused audits to ensure adherence to standards and regulations. - Transfer, PMA (Pending Merchant Action), PAA (Pending Amazon Action)
- Managed over 30 case audits per day alongside additional tasks.
- Monitored No Poll & PRR Solicitation cases to ensure adherence to correct practices
- Performed dip-checks to ensure staff were briefed on recent updates
- Generated reports including TNI, dip-check, and audits target vs. completed
- Participates in calibration session with clients
Quality Analyst
CAPITA INDIA PRIVATE LIMITED
Mumbai
04.2017 - 10.2018
- Reviewed customer interactions via chats for adherence to company standards.
- Audited 20 customers interaction on a daily basis.
- Maintained customer satisfaction by addressing needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times
- Fielded customer questions regarding their monthly telecom usage and other Value-added services
- Recommended products to customers, clearly explaining features and benefits.
Education
BBI (Bachelors) - Banking and Insurance
Mumbai University
04-2016
HSC - Commerce
National Sarvodaya High School & Jr. College
03-2013
SSC -
National Sarvodaya High School & Jr. College
03-2011
Skills
- Report generation and documentation oversight
- Coaching and mentorship skills
- Corrective action planning in QA methodologies
- Training program implementation
- Quality assurance auditing
- Leadership within teams
- Data analytics proficiency
- Effective verbal communication
- Workflow automation strategies
- Knowledge transfer initiatives
- Focus on continuous improvement
- Project management
Affiliations
- Member of the FUN Committee at Maersk
- Organised cricket tournaments within the GSC with enthusiastic engagement from the top management
Certification
- Six Sigma Yellow Belt Certification
Timeline
Lead Logistics FinOps Specialist
MAERSK GLOBAL SERVICES CENTRES PVT LTD
12.2024 - Current
Quality Team Lead
TrueMeds (Intellihealth Pvt LTD)
10.2023 - 11.2024
Senior Quality Analyst (Quality Team Lead)
PharmEasy India Pvt Ltd
08.2019 - 02.2023
Lead Associate Quality
WNS Global Solutions
10.2018 - 07.2019
Quality Analyst
CAPITA INDIA PRIVATE LIMITED
04.2017 - 10.2018
SSC -
National Sarvodaya High School & Jr. College
HSC - Commerce
National Sarvodaya High School & Jr. College
BBI (Bachelors) - Banking and Insurance
Mumbai University