Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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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

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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

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