Anuj Khirwar
Agra
Summary
Dynamic Process Lead at Capgemini Business India Pvt Ltd with expertise in data reporting and team management. Proven track record in optimizing operations and enhancing performance through innovative solutions. Adept at dispute resolution and cross-functional collaboration, driving efficiency and quality in high-pressure environments. Committed to delivering exceptional customer service and operational excellence.
Overview
8
8
years of professional experience
Work History
Process Lead
Capgemini Business India Pvt Ltd
Noida
06.2019 - 11.2024
- Collaborated on database management and monitored tickets for SOLVENTUM products.
- Handled transaction processing and resolved disputes, tracking them via SAP.
- Prepared detailed reports on project specifications, progress updates, and team activities.
- Assigned daily tasks to team members, providing assistance and training for new joiners.
- Mentored team members while assessing performance on weekly and monthly bases.
- Tracked orders in SAP and assigned them according to priority queues.
- Ensured proper follow-up for each assigned case with updated WSR documentation.
- Audited ticket interactions, customer accounts, and maintained related records.
- Monitored performance of processes to ensure they are meeting the established standards and goals.
- Conducted research on best practices in order to develop innovative solutions for process optimization.
Operation Associate
Netambit
Paytm Payments Bank
09.2018 - 04.2019
- Developed and deployed multiple reports tailored to various user profiles based on organizational needs.
- Ensured timely follow-up for each assigned case, maintaining accurate records.
- Coordinated effective handover processes for subsequent shifts, highlighting priority cases for attention.
- Investigated root causes of errors or delays in order fulfilment processes and recommended solutions.
- Collaborated with other departments to coordinate activities related to operations management.
- Developed and implemented operational procedures to ensure efficient workflow.
Operation Associate
Quess Corp Ltd
Paytm Payments Bank
01.2018 - 09.2018
- Managed KYC and banking-related tickets within Salesforce CRM.
- Assigned tickets based on high aging and pending status.
- Developed various reports and dashboards to enhance framework understanding across teams.
- Executed data validation framework in KYC department, ensuring effective use of existing tools.
- Ensured protocol adherence and follow-up for upgrading degraded wallets.
- Assisted in resolving discrepancies between actual inventories versus system generated reports.
Junior Engineer
Ienergizer
09.2016 - 10.2017
- Resolved customer inquiries via email and voicemail according to process SOP.
- Assisted customers with Smart TV issues, providing timely solutions over the phone.
- Documented major product concerns and escalated issues to relevant teams.
Education
B.Tech -
GBTU
Lucknow06-2012
SENIOR SCHOOL CERTIFICATE -
CBSE Board
05-2008
SECONDARY SCHOOL CERTIFICATE -
CBSE
05-2005
Skills
- Data reporting
- BMC Remedy
- Salesforce CRM
- SAP Tool
- Cisco finesse
- Cisco reporting
- Product development
- Team management
- Quality management
- Problem solving ability
- Operation management
- MS excel
- Fintech
- Dispute resolution
- Customer Service Oriented
- Performance monitoring
- Data analysis
- Cross-functional collaboration
Awards
Four Times Rising Star, Capgemini Technology, Exceeding the client exceptions and on-time delivery of weekly and monthly business reviews and cohesively working with project team on Business matrices.
Projects
Solventum(3M), USA, 06/2019 - 11/2024 - Present Paytm payments Bank, 01/2018 - 04/2019 Samsung Electronics, 09/2016 - 10/2017
Personal Traits
- Effective time manager with sound communication and presentation skills.
- Ability to work positively with others, reliable team player.
- Attentive to details and treat all enquiries in a polite and friendly manner.
- Ability to multitask and manage conflicting demands.
- Willingness to learn new skills, result-oriented.
- Able to work independently and efficiently to meet deadlines in organized manner.
Timeline
Process Lead
Capgemini Business India Pvt Ltd
06.2019 - 11.2024
Operation Associate
Netambit
09.2018 - 04.2019
Operation Associate
Quess Corp Ltd
01.2018 - 09.2018
Junior Engineer
Ienergizer
09.2016 - 10.2017
B.Tech -
GBTU
SENIOR SCHOOL CERTIFICATE -
CBSE Board
SECONDARY SCHOOL CERTIFICATE -
CBSE
Similar Profiles
CHANDAN KUMARCHANDAN KUMAR
Process Lead - Finance & Operations Excellence at Capgemini Business Services India Pvt Ltd.Process Lead - Finance & Operations Excellence at Capgemini Business Services India Pvt Ltd.
SHARVAN KUMAR PSHARVAN KUMAR P
Operations Manager at Capgemini Business Services (India) Pvt. Ltd.Operations Manager at Capgemini Business Services (India) Pvt. Ltd.
VINOD KUMAR GVINOD KUMAR G
Engagement manager at Capgemini Technology Business Services India Pvt LtdEngagement manager at Capgemini Technology Business Services India Pvt Ltd
Himanshu GuptaHimanshu Gupta
Senior Software Test Engineer at Mindfire SolutionsSenior Software Test Engineer at Mindfire Solutions
Vinit DhakreVinit Dhakre
Infosys Springboard at Data ScienceInfosys Springboard at Data Science