Kuldeep Bhargava

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Facilitated smooth collaboration between departments through clear communication channels.
• Increased profit by streamlining operations.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Analyzed and reported on key performance metrics to senior management.
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Conducted in-depth product training sessions for clients, leading to increased product adoption and satisfaction.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Leading a project and manage Clients expectations in terms of billing, delivery and quality.
• Analyzing the requirement, creating functional and business requirement document
• Involving with all the stake holder to ensure E2E coordination
• Designing and developing the workflow program and handling various phase of application development
• Creating POC and helping team in Coding and various phases of testing

Client: AmEx-GNS Merchant Services

Technology used: COBOL, JCL, VSAM, IMS-DB, DB2, Changeman, Control M

• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Various reporting to the senior management and stakeholders
• SLR Identifications/feed to refine Service Model
• Incident/Problem management
• Analysis and review of Change request/Service improvement

Client: John Lewis Partnership(JLP)

Project: Core Systems support and Maintenance

Technology used: Mainframe, Service Now, Quality Centre, Changeman

• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Handling project documentation for each module of the application
• Acting as a functional resource by involving in code reviews
• Started as a fresher from here

Client: HSBC

Project: Consumer Lending