Summary
Overview
Work History
Education
Skills
Projects
Timeline
Generic
Akash Chhabra

Akash Chhabra

Vasant Vihar

Summary

PMP® and Lean Six Sigma Black Belt certified professional with 14 years of experience and a proven track record at multiple organizations, specializing in digital transformation and process optimization using RPA and Six Sigma. Expert in stakeholder management and data analysis, I have successfully led initiatives that enhanced operational efficiency and delivered scalable solutions, driving significant time savings and improved service quality.

Overview

13
13
years of professional experience

Work History

Consultant-Digital Transformation

Concentrix
Gurgaon
05.2024 - Current
  • Part of the Transformation team and lead end-to-end process excellence projects, from opportunity identification and data analysis to solution design, UAT, and Go-Live, leveraging CNX tools, RPA, and Lean Six Sigma methodologies, delivering scalable and efficient business solutions, enhancing operational efficiencies across multiple domains.
  • Conduct thorough requirements gathering, analyzing recordings, assessing feasibility, and creating Process Design Documents (PDD), ensuring stakeholder sign-off, and compliance with Infosec/Privacy requirements.
  • Utilized RPA (Robotic Process Automation) tools and methodologies to streamline business processes. Collaborated with development teams on solution design, architecture, and development monitoring.
  • Championed innovation by proposing and implementing multiple business ideas that led to significant time savings and reduced manual workload.
  • Fostered cross-functional collaboration across technical, QA, and business teams, ensuring alignment and timely delivery of project milestones.

Manager - Business Analysis

IGT Solutions
08.2021 - 05.2024
  • Accomplished successful execution of process improvement projects using speech analytical tool ensuring that valuable insights are provided to the client through the short-term quick turnaround projects & long-term strategy-based goals
  • Insightful knowledge of business process analysis and design, application-based process reengineering, process optimization, cost control and revenue maximization from various improvement solutions
  • Effective in interacting with clients for follow up on unresolved issues, analyzing and resolving problems, performing due-diligence, system study & analysis, reporting, so on, ensuring high-quality customer satisfaction while adhering to the work processes
  • Successfully led & managed process excellence and transformation initiatives which provided client & business, benefits like increased capacity, reduced cost, reduced ops risk and improved quality of service
  • Rich experience in managing transition, business continuity plan, business transformation, continuous process improvement, business analytics and implementing best practices across processes
  • Developed and delivered six sigma training programs across the organization
  • Possess excellent strategic thinking, analytical, interpersonal, relationship management & team building skills with proven capability in establishing quality systems

Assistant Manager - Process Excellence

RSystems International Ltd
01.2020 - 08.2021
  • Leading and managing process improvement sprints. Creating Project charter and estimation template with clients.
  • Manage team of business analysts to ensure adherence to project schedule and scope.
  • Work closely with stakeholders and CSD of IAG (Insurance Australia Group) 1 year & CITI BANK clients on different sprints: Develop queries, reporting and presentations.

Lead Quality

ACS Solutions
02.2019 - 01.2020
  • Managing QC team and end to end process ownership and adherence
  • Regular communication with internal stakeholders for smooth flow of process Initiating activities/ projects on the operations floor to enhance productivity with quality.

Business Analyst, Team Leader

Mattsen Kumar powered by Hyper Quality
04.2016 - 12.2018
  • Leading & Managing process improvement projects using Agile methodology
  • Speech Analytics and Text Analytics ensuring that valuable insights are provided to client through these projects.
  • Work closely with senior leadership in devising strategy for pioneering and implementing advanced analytics methods to identify and solve business problems.
  • Work closely with CSD throughout the solution development lifecycle, from analytical design to implementation
  • Define the timelines and milestone for the different stages of the projects and Scheduling daily scrums. Develop business cases and presentations

Sr. Quality Analyst

FIS Global Services
07.2014 - 03.2016
  • Managing a team of 40-50 individuals to achieve Key Process Results.
  • Working on major factors- NPS (Net promoter Score), DPA errors, Resolution %, decreasing AHT, FBL (Feedback loop), comprehensive complaints management and CSAT Management
  • Maintaining weekly and daily reports related to volumes and KPI (Key Process Indictors). Team performance management, which includes trainings, feedbacks, coaching

Quality Compliance Analyst

iYogi Technical Services Pvt Ltd
02.2012 - 06.2014

Education

MBA - Operations And International Business

IMT
NCR

BCOM - Commerce

DU
North Campus

Skills

  • Six Sigma
  • Digital transformation
  • Project management
  • Conversational AI tools
  • Data analysis
  • Process optimization (RPA & AI)
  • Stakeholder management
  • Problem-solving skills
  • MS office

Projects

1. CSAT improvement (Egencia, B2B travel tech platform)

Problem: Unable to achieve CSAT KPI metric of 80%

Solution: Led end-to-end conversational AI tool (Nexidia) from POC to dashboard delivery

Implementation: facilitating pre-POC tasks, tool demo, POC, data ingestion, query building, analysis reports, and dashboard, deck, and readout

Impact: Increase CSAT from 65% to 85% in 3 months

2. Nexidia deployment (Expedia, travel booking platform)

Problem: No one is available to drive the deployment

Solution: Led end-to-end conversational AI tool (Nexidia) from POC to dashboard delivery

Implementation: facilitating pre-POC tasks, tool demo, POC, data ingestion, query building, analysis reports, and dashboard, deck, and readout

Impact: Improve all KPIs

3. Unidays CFI Custom solution

 4. FGH - Process updates repository automation

5. FGH - email bot assistant

6. FGH - content moderation automation

7.  AAL - Agent Activity Logger

8. Training digitalization tools: ALBA, Tales NXT, Sim CX and Training AI

Timeline

Consultant-Digital Transformation

Concentrix
05.2024 - Current

Manager - Business Analysis

IGT Solutions
08.2021 - 05.2024

Assistant Manager - Process Excellence

RSystems International Ltd
01.2020 - 08.2021

Lead Quality

ACS Solutions
02.2019 - 01.2020

Business Analyst, Team Leader

Mattsen Kumar powered by Hyper Quality
04.2016 - 12.2018

Sr. Quality Analyst

FIS Global Services
07.2014 - 03.2016

Quality Compliance Analyst

iYogi Technical Services Pvt Ltd
02.2012 - 06.2014

MBA - Operations And International Business

IMT

BCOM - Commerce

DU

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Akash Chhabra