Arpit Jeslani
Management Consultant
Pune
Summary
11+ years of rich experience in Strategic Consulting, Service Delivery, Operations Management, and Customer Experience Management Successfully increased multiple program efficiencies, and reduced costs by automating standard & labor-intensive delivery.
Proven track record in project management, digital marketing, meetings and events strategy, and service delivery.
Highly skilled in creating operational excellence through innovation, operations management, process improvement, and data analytics.
In the past six years, successfully managed over 17 projects with proven track record of managing delivery in accordance with agreed-upon SLAs, KPIs, and SOWs for various projects. Specialized as a delivery anchor for large client projects involving solution development, delivery planning, and execution.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Decision Analytics Consultant
ZS
Pune
08.2021 - Current
- Increased efficiency ~ 20% in 6 months, reducing costs ~10% by working with the senior leadership team to develop strategy & long-term plan and implementing key strategic initiatives & key programs, along with monitoring the operational performance of clients
- Providing proactive support for key accounts worth $210 Million for their meetings and events strategy; functioning as SPOC for accounts like - Johnson & Johnson, AbbVie, Merck, Organon, Wells Fargo, Daiichi Sankyo, etc
- Successfully expanded 3 client accounts ~35% by identifying key business processes exceptions & bottlenecks and planning & executing process performance transformation projects
- Exploring new tools, techniques, and working models to improve design and processes
- Benchmarking and measuring performance of various business operations projects, building & publishing detailed scorecards & reports, and identifying and driving new opportunities based on data producing credible analysis and recommendations based on quantitative & qualitative data, current events, and client inputs
- Monitored corporate policies and procedures, ensuring compliance with federal regulations
- Identified, targeted and delivered opportunities to make valuable contributions to strategic business objectives
- Solicited client feedback on consultant performance and reviewed, implemented and executed changes to enhance project delivery
Service Delivery Planner
Wunderman Thompson MSC
Gurgaon
01.2020 - 08.2021
- Developed strategies, prepared risk mitigation plans, and tracked service metrics to ensure delivery service standards & guidelines are consistently maintained to serve as benchmark for excellent service delivery
- Managed over 55 meeting planners across LATM, APAC, and EMEA for accounts worth $110 million for Microsoft Enterprise Division
- Facilitated various events & workshops and joined forces with marketing team to boost program awareness
Service Delivery Analyst
Cvent
Gurgaon
07.2017 - 01.2020
- Played a dual role as Business Analyst & Project Manager for ensuring smooth delivery of CVENT operations - handling event registration websites, workflow, reports, and post event support
- Planned, initiated, executed, and monitored events, cost, and quality, including events technology
- Managed over 13 large, 27 medium projects with exceptional client feedback
- Mapped client's requirements, attended/conducted business user meetings, drafted SOWs, handled client trainings, and executed projects on schedule to provide customized solutions to key clients (Workday, Thomson Reuters, PWC, Aruba, etc.)
Customer Service Specialist
American Express
Gurgaon
06.2014 - 05.2016
- Rendered services as subject expert and escalation point to resolve corporate client issues
- Established SLAs, internal norms, and process benchmarks to deliver world-class services to customers/accounts
- Managed over 12 to 15 escalation & 45-60 new requests a day
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Escalation Engineer
Convergys
Gurgaon
03.2011 - 06.2014
- Functioned as a single point of contact for delivering technical support for installation & troubleshooting of MS Office 2007 & above products
- Ensured that client SLAs & deliverables are met, and effective resolution was provided
- Responded to customer inquiries and provided technical assistance over phone
- Installed and configured operating systems and applications
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
Education
Bachelor’s degree - Computer Science
Shobhit University
Merrut 03.2011 - 06.2014
Skills
Meetings & Events
Certification
Professional Scrum Master
Timeline
Cvent Conference / Lanyon PSG
08-2022
Cvent Event Management Advanced
12-2021
Decision Analytics Consultant
ZS
08.2021 - Current
Professional Scrum Master
07-2021
Microsoft Certified: Azure Fundamentals
07-2020
Service Delivery Planner
Wunderman Thompson MSC
01.2020 - 08.2021
Service Delivery Analyst
Cvent
07.2017 - 01.2020
Customer Service Specialist
American Express
06.2014 - 05.2016
Bachelor’s degree - Computer Science
Shobhit University
03.2011 - 06.2014
Escalation Engineer
Convergys
03.2011 - 06.2014
Similar Profiles
Nikita KawadeNikita Kawade
System Administrator at ZSSystem Administrator at ZS
SHRADDHA SHINDESHRADDHA SHINDE
Workflow Coordinator at ZSWorkflow Coordinator at ZS
Raushan KumarRaushan Kumar
Business Operations Consultant at ZSBusiness Operations Consultant at ZS
Vinay PadamVinay Padam
IT Manager - Application Architecture at ZSIT Manager - Application Architecture at ZS
Niraj DigheNiraj Dighe
Lead Software Engineer at Cloud Software GroupLead Software Engineer at Cloud Software Group