Krunal Lodaya
Consultant
Thane
Summary
Forward-thinking professional bringing 17 years of expertise in Management Consulting for Customer Service business. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Skilled at mentoring staff, integrating ideas and customizing approaches to support specific means and goals.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Consultant
Concentrix
Mumbai
11.2021 - Current
- Led delivery of successful releases and sub-projects as part of a master project/epic, with timely project planning and execution.
- Conducted thorough research and analysis of complex business process to support diagnosis and identify opportunities for improvement in processes and systems.
- Designed and delivered engaging and informative presentations and information packs for stakeholders from various levels and backgrounds.
- Created Customer Journey Maps and Process Mapping to craft an optimized future state experience with technological enhancements to deliver improved customer engagement.
- Developed User Stories and activity diagrams for process mapping, providing data flow visualization and further strategic insights.
- Executed change plans by devising communication, training, roadmaps, coaching, and mitigation strategies to facilitate smooth project implementation and acceptance.
- Created Cost Benefit Analysis for initiatives for assigned projects to inform further decision-making.
- Monitored projects and initiatives from proposal through to benefits realization, tracking progress, and ensuring alignment with business objectives.
Senior Data Analyst
Concentrix
Mumbai
09.2019 - 11.2021
- Extensive Root Cause Analysis, skills to analyze and resolve issues impacting business operations and goal achievement.
- Multiple Value Stream Mapping completed to identify shortfalls and propose options to rectify operational inefficiencies.
- Conducted interviews with key business users to collect information on business processes and gaps.
- Ensured project changes comply with audits (FMEA), feedback loops are in place and corrective action plans are drawn up and
followed. - Escalate roadblocks to project leaders and their effectiveness in a timely manner to internal and external stakeholders.
- Facilitate knowledge sharing and best practice development sessions.
- Led cross-functional teams to analyze and understand business opportunity.
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
- Reports and Visualization Dashboard along with Scrum Documents from discovery to control phase.
Team Leader
Concentrix
Mumbai
12.2010 - 09.2019
- Coaching & motivating team of 50 + agents to ensure performance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted Coaching and mentored team members to promote productivity, accuracy and commitment to exceptional customer service.
- Participated in cross-functional team-building activities.
- Focus on reducing complaints and keeping promises to customers.
- Active member in idea generation team to improve the working environment and increase process outcome.
- Coordinated weekly meetings for internal and external groups.
Worked with Training Team to create prototypes of new designs and training materials. - Multiple Employee engagement activities conducted to motivate and provide best environment for performance delivery.
Technical Support Specialist
Concentrix
Mumbai
05.2007 - 12.2010
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Education
Bachelor of Commerce -
K.J.Somaiya College of Arts And Commerce
Mumbai 06.2004 - 04.2007
HSC -
D.J.Gurukul College of Commerce
Mumbai 06.2002 - 03.2004
SSC -
R.N.Gandhi High School
Mumbai 06.2000 - 09.2001
Skills
Project Management
Planning and execution
Strategy Planning
Client Relationships
BI Tools
Analysis & Evaluation
Team Leadership & Development
Certification
Certified Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Consultant
Concentrix
11.2021 - Current
Certified Scrum Master
10-2021
Certified Six Sigma Green Belt
10-2021
Senior Data Analyst
Concentrix
09.2019 - 11.2021
Team Leader
Concentrix
12.2010 - 09.2019
Technical Support Specialist
Concentrix
05.2007 - 12.2010
Bachelor of Commerce -
K.J.Somaiya College of Arts And Commerce
06.2004 - 04.2007
HSC -
D.J.Gurukul College of Commerce
06.2002 - 03.2004
SSC -
R.N.Gandhi High School
06.2000 - 09.2001