Harshit Patel
Pune
Summary
Dynamic Quality Analyst with proven expertise at Johnson Controls India, specializing in Total Quality Management and stakeholder engagement. Adept at coaching teams and implementing process improvements, I drive operational excellence and enhance content quality. Skilled in ServiceNow administration, I ensure compliance and elevate customer satisfaction through effective communication and performance management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Analyst - Content Management
Johnson Controls India Private Limited
Pune
09.2024 - 04.2025
- Collaborated with cross-functional teams to develop and implement process improvements.
- HR Content Management & COP (Community of Practice Lead)
- ServiceNow Administration (HRC Tickets)
- Quality Check of HR Content and Articles.
- AI Tool - Auditing, Testing, Monitoring, & Continuous Improvement of the Chatbot.
- Coaching and Mentoring Content Developers
- Stakeholder Management.
Quality Coordinator- Technical Support
TomTom India Private Limited
Pune
07.2015 - 12.2023
- Total Quality Management (Auditing, Monitoring, and Continuous Improvement)
- Creating SOPs, guidelines, and FAQs. Troubleshooting Guide.
- Compliance Management
- Coaching, training, feedback, and team management
- Organizing and Hosting Business Reviews.
- Project Management (Using principles of DMAIC and Lean Six Sigma)
- Business Analysis and Performance Management.
Senior Associate
Tech Mahindra Business Services
01.2014 - 02.2015
- Responsible for managing escalations and interacting with the customers of Hutchison 3 Global Services over various modes of communication (phone, chat, and emails).
- Customer support, sales, and retention were the key responsibilities.
Manager — Finance & Marketing
Aim Machintechnik Private Limited
01.2012 - 12.2013
- Creating pro forma invoices and quotations.
- Financial analysis for pricing of products.
- Budget Allocation (Marketing, Exhibitions, and Advertisements). Measuring CIF (Carrier, Insurance, and Freight) charges.
- Creating secured payment, terms, and conditions.
- Using banking instruments like 'Letter of Credit'.
- Creating revenue-sharing models by collaborating with third-party sales and marketing companies.
- Sales-driven, commission-based remuneration.
Senior CCE
Homeward Residential
01.2010 - 10.2011
- Customer service and collection of mortgage payments.
- Loan Modification (Home Affordable Modification Program)
- Credit Analysis – Mortgage Underwriting.
- As a top performer, I was selected to visit the Irvine, California, office, work onsite, and get trained on the Home Affordable Modification Program.
- Following the underwriting process, which included credit analysis by reviewing the tax returns, income documents, etc.
- Analysing the amortization schedule and escrow accounts, and eventually assisting the customer with their delinquency on mortgage payments and modifying their loan.
Education
Bachelor of Arts - Economics & Psychology
Savitribai Phule Pune University
PuneCertified Lean Six Sigma Black Belt -
KPMG
PuneSkills
- Communication & Presentation
- Total Quality Management
- Auditing & Compliance
- Coaching & Training
- Operations Management
- Stake Holder Management
- Account Management
- Vendor Management
- CSAT & Performance Management
- ServiceNow Administration
- Content Management
Certification
Lean Six Sigma Black Belt, KPMG
Accomplishments
- Employee of the Year (Customer Support) for 2015 & 2016 at TomTom India Private Limited.
- Traveled on-site to the United States as a High-Flier (Best Performer of the year) at Homeward Residential.
- Employee of the Year - Best Support Staff for 2018 at TomTom India Private Limited.
Projects
NFF (No Fault Found), This project is an initiative to reduce to unwanted costs of the TomTom Repair Center. The devices sent for repair which does not have any fault is incurring unnecessary cost. Started with the DMAIC course of actions and currently the NNF Rate has reduced from 22% to 13% in the last 6 months. RnR (Ratings & Reviews), This project is an initiative to improve the ratings and reviews of the TomTom Mobile applications on Google Play Store & App Store.
References
- Mr. Dipin Varghese, Senior Manager, TomTom, +919545554434, dipin.varghese@tomtom.com
- Mr. Chetan Khot, Team Lead, TomTom, +918087465454, chetan.khot@tomtom.com
- Mr. David Watkins, Director – Customer Support, TomTom, +31646225693
- Mr. Mayur Patel, Brother, Senior Executive VP & Fund Manager, IIFL, +919920745629, mayur.patel@360.one
Languages
- English
- Hindi
- Gujarati
- Bengali
Timeline
Quality Analyst - Content Management
Johnson Controls India Private Limited
09.2024 - 04.2025
Quality Coordinator- Technical Support
TomTom India Private Limited
07.2015 - 12.2023
Senior Associate
Tech Mahindra Business Services
01.2014 - 02.2015
Manager — Finance & Marketing
Aim Machintechnik Private Limited
01.2012 - 12.2013
Senior CCE
Homeward Residential
01.2010 - 10.2011
Bachelor of Arts - Economics & Psychology
Savitribai Phule Pune University
Certified Lean Six Sigma Black Belt -
KPMG
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