KRISHNA MEHRA
New Delhi
Summary
Dynamic Project Manager with extensive experience at NIIT MTS Ltd, excelling in risk assessment and quality control. Proven track record in stakeholder engagement and continuous improvement, leading cross-functional teams to enhance project outcomes. Adept at coaching and mentoring, driving significant enhancements in team performance and client satisfaction.
Overview
17
17
years of professional experience
Work History
Project Manager - Transactional Quality
NIIT MTS Ltd
05.2022 - Current
- Identified and monitored metrics to ensure Quality and consistency across the Projects
- Identified and Quantified potential risks to the Project based on specifications and requirements
- Performed annual and quarterly reviews for all direct Team members
- Analyzed and reported the status of project quality metrics and KPIs for continuous improvement.
- Partnered with and manage cross-functional teams of internal stakeholders, vendors, and consultants to develop and deliver outcomes as per the said
- Regularly communicated with key stakeholders, and management to update and align on project design, activities, and timelines.
- Coordinated corrective measures / implementation plans with department heads and discuss on ongoing implementation of continuous improvement processes.
- Conducted root cause analysis and align continuous improvement training based on that
- Performed LEAN Training for team emphasizing continuous improvement with a goal of maximizing customer value while minimizing waste
- Developed project quality plan and procedures, designed SOPs as per the project requirement and set up the risk mitigation plan
- Led project teams to achieve key milestones and deliverables within specified timeframes.
- Defined project scope and objectives in collaboration with stakeholders to ensure alignment.
- Implemented risk management strategies to identify, assess, and mitigate potential project risks.
- Coordinated resource allocation effectively to optimize team performance and project outcomes.
- Developed comprehensive project documentation including project charters and status reports.
- Facilitated communication between stakeholders to keep them informed on project developments.
- Evaluated team performance and provided constructive feedback for continuous improvement.
- Analyzed project performance data to inform strategic decision-making and resource planning.
- Managed multiple projects with competing deadlines simultaneously.
- Developed and maintained project plans, timelines, and budgets.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
Deputy Manager - Training & Quality
Concentrix Daksh
10.2012 - 05.2022
- Was working as an analyst till May 2015 Core responsibility was to take chats and improve customer experience
- Promoted as Deputy Manager from Assistant Manager in Jan 2022
- Promoted as Assistant Manager in July 2018
- Was promoted as Quality Auditor in June 2015
- Was promoted as Quality & Training - Assistant Manager followed by Deputy Manager
- Managing Project of Fraud assessment with the team of ~20 Quality Auditors and Trainers, prior to that managing Quality Auditors in Telecommunication process
- Understood customer/client requirements and developed effective quality control processes basis that
- Mentored associates in developing continuous improvement skills through informal and formal means.
- Handling client interactions and delivery of internal/external monthly & weekly reviews
- Review the performance of the quality auditors and trainers on monthly/weekly basis
- Create Root Cause Analysis and corrective action procedures
- Designed a correlation study between AHT, escalation and scores to monitor the performance and work on the opportunity areas
- Managing calibrations, feedback management process and client escalation process across locations as per TAT
- Analyze and understand trends, identify issues and partner with internal stakeholders to drive improvements at either at people (coaching and mentoring), process or technology level (Lean or Six Sigma)
- Started here with IBM - IBM merged with Concentrix on February 2014, continuing with Concentrix since February 2014
Associate
Genpact
09.2010 - 09.2012
- Make Financial Transactions and mail out checks
- Update the information in the Admin System and maintain the Process Update tracker
- Trained new associates in the process. Worked as a mentor here
- Responsible for queue management and Send out mails to the clients regarding disbursements
- Regular Client Interaction via email and call
- Approving the shopping carts created by the end user and generation of Purchase Order
Customer Support Executive
Idea Cellular
04.2009 - 09.2010
- Complete the targets of calls (inbound and outbound)
- Maintain the Daily Tracker of employees and assigned calls from the daily dump
- Create Day End Reports and report out the status to clients
- Responsible for handling postpaid and exclusive customers, welcome calls
Education
GNIIT -
NIIT
01.2010
B.A. - Economics Hons.
Utkal University
01.2009
Higher Secondary Certificate -
CBSE board
01.2006
10th -
V.E.M.S
01.2004
Executive MBA - HR & Operations
IILM
GurgaonSkills
- Project management
- Risk assessment
- Quality control
- Continuous improvement
- Stakeholder engagement
- Problem solving
- Stakeholder communications
- Project scope analysis
- Coaching and mentoring
- Root-cause analysis
- Presentations
- Project scope
- Client relations
- Document management
- Root cause analysis
- Training development
- Data analysis
- Team building
- Compliance management
- Mentoring employees
- Effective communication
Awards
- Best Team Award, 2023, For Transitioning new Project and setting up the Quality Function as per Client expectations
- Top talent, 2018, Got a chance to do executive MBA from IILM
- Best QA certificate, 11/01/15
- CSAT Champion, 2013, IBM
- Bhavisya Jyoti Scholarship, 2007, NIIT
Hobbies and Interests
- Making friends
- Interacting with People
- Cooking
- Gardening
Languages
- English
- Hindi
- Oriya
Personal Information
- Date of Birth: 09/14/87
- Gender: Female
- Marital Status: Married
- Religion: Hindu
Timeline
Project Manager - Transactional Quality
NIIT MTS Ltd
05.2022 - Current
Deputy Manager - Training & Quality
Concentrix Daksh
10.2012 - 05.2022
Associate
Genpact
09.2010 - 09.2012
Customer Support Executive
Idea Cellular
04.2009 - 09.2010
GNIIT -
NIIT
B.A. - Economics Hons.
Utkal University
Higher Secondary Certificate -
CBSE board
10th -
V.E.M.S
Executive MBA - HR & Operations
IILM