Ashish Shankar

• Managed a team of 18 associates handling their daily activities through effective leadership and strategic planning.

• Performed capacity planning and aligned resources to achieve assigned targets of the process.

• Handled external & internal stakeholders to meet the business requirements of quality specific deliverables.

• Led successful ITIL process training programs, ensuring high levels of team competency and process adherence.

• Monitored the activities of high priority accounts over $50K for SLA adherence and client satisfaction.

• Identified and flagged alerts for breaching accounts impacting SLA metrics, Risk Adherence, Regulatory & Compliance requirements.

• Strengthen the ITIL process framework for the business processes.

• Lead all internal & external audits, ensuring zero defects.

• Prepared and pitched for Weekly, Fortnightly, Monthly, Quarterly business reviews.

• Handled high level escalations to provide timely resolutions within SLAs.

• Lead variance reduction activities for the business and take steps to meet regulatory and process KPIs.

• Mentored and coached a team of SMEs and claim agents on process adherence.

• Completed the Six Sigma & Lean Role Roadmap within the stipulated time.

• Sent regular updates on the production floor regarding any changes in the process.

• Assessed, Inferred and Tracked customer experience to share valuable insights to client.
• Tracked multiple data points laid out in an analytical tool (InsightPro) to share feedback.
• Created and presented dashboards on all in-flight projects to client monthly.
• Initiated and handled process excellence projects based on improvements areas.
• Performed data collection and validation using DMAIC methodology.
• Significantly contributed in market research project for the business users.

• Audited voice and web accounts as per the client specific parameters.
• Created performance management reports & team quality performance reports.
• Arranged feedback / refresher sessions on quality parameters.
• Analyzed the transactions to recommend improvement areas to higher management.
• Conducted calibration sessions and regular interaction with the clients.
• Provided monthly quality performance updates through control charts and process capability indices (Cp & CpK)