Summary
Overview
Work History
Education
Skills
Certificationsawards
Projects
Timeline
Generic

Khushboo Mittal

New Delhi

Summary

Delivery Manager with 14 + years of experience in Customer & sales Delivery and having good exposure in transitioning multiple projects . PMP, CSM, GB & ICF (leadership Coaching) certified . While leading people and developing culture & competencies blazing trails is what i do .. Positive Attitude ,Delivering Growth , value & Innovation solution to Internal and external Stakeholders and Above all- Building Talent of the future are My strengths

Overview

14
14
years of professional experience

Work History

OpertionsManager

Accenture
12.2022 - Current
  • Lead 211 member Pod establishing best practices with support staff of 13
  • BQ Performance Improvisation plan implementation with the Focus group of (Appx 20% of total HC)
  • Executed new training programs for employees resulting in a 4.62% increase in productivity levels and reducing errors by 1.83%
  • Implemented process improvement plans to Reduce shrinkage by 4% third quarter onwards
  • Driving monthly core CX experience performance via CSAT improved by 3.34%, quality by 3.12%
  • Facilitated monthly performance improvement meetings with TL's, assistant managers, and leads resulting in a 5.23% increase in productivity (Production)metrics across the team
  • Developed customized career progression plans for 16 team leaders, resulting in a 28% increase in employee satisfaction
  • Project Designed and implemented for cost-saving, focused on reducing transport cancellations, no-shows, and ad hoc expenses by 6.8%
  • Interviewed, On-boarded & managed +90 Pipeline candidates for telecom & social media client helping the team on pilot evolving workflows in ramping up
  • Developed some PBI & Google dashboards to track & compare performance with insights for the top management & client on a fortnightly/monthly/quarterly/ yearly basis for review (doing Automation removing manual duplication) saving appx 122 hours on TL level.

AssistantManager

Cognizant PVT LTD
07.2020 - 12.2022
  • Waged one of the Top Social Media Accounts for Sensitive & Non sensitive content (Content Moderation/ Trust & Safety- Google & Twitter) by Balancing a Team of 179 Members with support staff of 11
    ● Serving as POC - IND(GGN) for the process escalations, complex problems and possible solutions
    ● Liaising with onshore and offshore client/Vendor (TOR, MNL, SFO & BUD) for Knowledge Transfer motioning & transitioning 2 successful sites of 78 members .
    ● Instituted improvement in Training methodology, various client process Workflows Improving pillar wise process Productivity by 13%
    ● Fostering team members with opportunities to grow via delegation, training and involving them in small self-development assignments and plans recording team progression rate of 18.75%
    ● Managing Quality assurance programs for better and improved ACOR
    ● Responsible for capacity planning and day to day Operational Trend Analysis to drive the shift Operations
    ● Promoting #One Team culture by working in close coordination with all the support functions (Quality, Admin, IT, HR, & Finance) to run the operations smoothly and transparently
    ● Moiling with process improvement & Innovation ideas with small projects following lean & Kaizen culture completing 2 projects for the pillar with the success rate of 87.12%

Team Leader

Fareportal India PVT LTD
09.2013 - 04.2020
  • Managed a force of 16 Executives 1 Sales Coach & a SME working with 410 carriers around the world
    ● Identifying the loops in the process by close & Real time monitoring of workflow and implementing the POA
    to fill in the quantifying revenue gap growing Revenue inflow by 11.12% monthly for the team
    ● Monitor multiple databases to keep track of performance on every level of workflow – Customer Service,
    Customer Satisfaction, Quality Control, Sales Conversion & Revenue Generation
    ● Sealing CSAT score to an increase of 7.23% for the department proving with Customer First and customer
    Obsession, is always a win-win position for business and customer
    ● Managing other operational KPI - utilization, shrinkage, attrition, occupancy, Abandon Rate, SLA’s , Quality
    ● Reduced the Absorption (Revenue loss) by 12.3% for the entire process under the lean project

Sales Consultant

John Keels /Personiv
01.2011 - 01.2013
  • Explored Canadian Telecom OB & IB target based process called TELUS with service & upselling.

Consultant

IYogi Technical Services Pvt. Ltd
  • Troubleshoot ISP-related inbound issues and executed upselling strategies for Dell & HP

Education

Post Grad (Master of Business Administration) -

Executive Diploma (Business Operations) -

Skills

  • SLA & KPI Management
  • Opportunity & Performance Reviews
  • PBI, Google studio & JIRA ,CRM
  • Client Relationship Vendor & Cross functional Management
  • Employees wellness & Retention
  • Transition Management
  • Networking & Negotiation
  • Portfolio & Project Management
  • Value Creation & Revenue Growth
  • Forward & Capacity Planning
  • People & Team Development
  • BQ Management
  • Attrition & Shrinkage Management
  • Compliance Assurance
  • Analytical Driven
  • Strategic Direction follower
  • Voice of customer (VOC)
  • Risk Management

Certificationsawards

  • PMP
  • GB Six sigma
  • CSM
  • Executive & Leadership Certified Coach (ICF International Coaching Federation)
  • People Management certification(Cognizant)
  • Conflict Resolution (EDX)
  • Company Culture (EDX)
  • Leading global Execution(Linkedin)

Projects

  • Appreciation received from the client for process innovations implemented within 3 months of go live.
  • Developed performance dashboards to reduce / remove the manual & duplicity of work. (Google & Power BI Dashboards)
  • Hawk Eye project to reduce revenue loss by 12%
  • Remodeled the process playbook for smooth transitioning (client - Social Media )

Timeline

OpertionsManager

Accenture
12.2022 - Current

AssistantManager

Cognizant PVT LTD
07.2020 - 12.2022

Team Leader

Fareportal India PVT LTD
09.2013 - 04.2020

Sales Consultant

John Keels /Personiv
01.2011 - 01.2013

Consultant

IYogi Technical Services Pvt. Ltd

Post Grad (Master of Business Administration) -

Executive Diploma (Business Operations) -

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Khushboo Mittal