Bhanu Bhadoria

• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.

Heading: Client Business Project – Service & Product to Revenue Cycle Managing end-to-end operations for ADM Spain and USA across Shipping, Logistics, and Supply Chain, covering international client operations, Customer Service, Data Entry, Billing, and Collections in EMEA, APAC, and US regions. Handled projects for global giants like Campari, Diageo, Carlsberg, FedEx, MasterCard, Coty, ABI, VitaCoco, NYULH, Altria, and more. ADM is headquartered in Spain, USA, Australia, Dubai, and other countries. Reporting directly to the Senior Director (Spain), overseeing 5 Managers, Team Leaders, and a 200-member team. Responsible for international process transitions, delivery SLAs, and operational planning. Led order window setup (webshop articles, sales volume, demand/supply planning), sales/purchase order management, logistics coordination (air, sea, trucking), invoicing, and revenue collections. Also drove process design, KPI/KRA/SLA frameworks, supply chain, data entry, and customer service operations.

Top 5 key skills:Order Management,Billing Collection,Order to Cash,Customer Service,Data Entry

• Managed client relationships and operational performance with Lean Six Sigma, guiding a team of
  15-20 agents to achieve KPIs and SLAs, and fostering a culture of continuous improvement.
  Used DMAIC and SPC to monitor performance metrics, quickly addressing deviations to maintain
  service levels.
  Identified skill gaps with Performance Data Analysis and RCA, implementing targeted training and
  Continuous Improvement interventions.
  Monitored team performance using Control Charts and provided coaching to enhance customer
  experiences and ensure KPI compliance.
  Developed standardized OJT programs and aligned training content with business objectives using
  Process Mapping.
  Improved efficiency through Pareto Analysis and VSM, reducing waste and streamlining call center
  operations.
  Applied DOE for capacity planning, optimizing resource allocation to balance workload and
  enhance service quality.
  Delivered individualized coaching with Performance Metrics Analysis and PIPs, supporting new
  hires and underperformers.
  Enhanced cross-functional communication with Gemba Walks, reducing agent dissatisfaction and
  improving workflows.
• Conducted regular client reviews, sharing data-driven insights and showcasing operational
  improvements from Lean Six Sigma projects.
  Promoted a learning culture with Lean Leadership, encouraging team engagement and
  collaboration for continuous improvement.
  Liaised with cross-functional teams to streamline operations and reduce agent dissatisfaction.
  Used Gemba Walks to enhance interdepartmental communication.
  Conducted client reviews with data-driven insights, showcasing Lean Six Sigma improvements in
  efficiency.
  Promoted a positive learning

Promoted a team using Lean Six Sigma to drive collective goals, provide comprehensive training on
Apple products, and maintain high customer satisfaction and loyalty.
Engaged frontline team members through Gemba Walks, addressing bottlenecks with Kaizen
improvements to boost productivity.
Standardized training with SIPOC diagrams, ensuring effective onboarding for Apple services.
Used Continuous Improvement techniques for training, monitoring post-training performance with
Control Charts for sustained results.
Conducted process presentations and knowledge checks, leveraging SPC to optimize training
retention.
Applied RCA to promptly resolve customer complaints, enhancing customer satisfaction and
loyalty.
Optimized in-store processes with VSM, reducing wait times and improving the customer journey
while upholding Apple’s brand standards.
Fostered cross-functional collaboration for product launches and promotions, ensuring efficient
execution and customer satisfaction.
Promoted Lean Leadership for effective communication, aligning the team with goals
and fostering continuous improvement.
Managed product launches with Lean Six Sigma project management, maintaining execution
quality amidst shifting priorities.

Mentored team members using Performance Metrics Analysis, ensuring consistent product
knowledge and customer service standards.

Led a Google Merchant Support team, focusing on SLAs and KPIs. Used DMAIC to monitor and
improve operations continuously.
Conducted needs assessments and performance reviews with Data Analysis and RCA to resolve
issues, improving metrics like FCR and AHT.
Streamlined workflows through Process Mapping and Kaizen, enhancing team performance and
operational efficiency.
Managed resources with skills-based training and real-time performance tracking using Control
Charts, optimizing phone, chat, and email support.
Delivered regular training using Lean Six Sigma methods to keep the team updated and improve
CSAT with VoC feedback.
Reduced AHT by eliminating non-value-added activities through VSM, optimizing workflows, and
training on time management.
Ensured quality with frequent assessments, using Pareto Analysis to target improvements and
boost FCR.
Drove performance improvements with personalized coaching based on metrics analysis, helping
the team exceed KPIs.
Conducted client business reviews, leveraging Lean Six Sigma insights to suggest strategies for
greater operational effectiveness.
Supported career growth through structured development plans, performance reviews, and
mentorship, aligning individual goals with organizational objectives.

Maintained attrition at or below 4% by using Root Cause Analysis (RCA) to address turnover factors,
and implemented engagement programs to boost employee satisfaction and retention.
Streamlined leave management with Process Mapping, reducing disruptions and ensuring
consistent coverage for absences.
Ensured quality compliance through regular audits, using Control Charts to monitor performance
and collaborating with QA for targeted coaching based on DMAIC.

training deficiencies.
Implemented performance improvement plans for Below-Quota team members, using
Performance Metrics Analysis for customized training.
Handled Tier 2/Tier 3 escalations for iMac and iPhone, resolving high-priority issues with RCA and
Lean tools.
Applied Lean problem-solving techniques to guide challenging customer interactions, reducing
average handling time.
Used Pareto Analysis and audits to maintain quality control and address gaps, ensuring adherence
to standards.
Conducted one-on-one feedback sessions, aligning individual goals with organizational objectives
using Lean Leadership principles.
Managed attrition risk with RAG status tracking and proactive interventions.
Set and tracked sales targets using Lean Six Sigma project management to keep the team aligned
with sales goals.
Organized product demos and training to keep the team current on Apple products and services.