Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Hobbies and Interests
Timeline
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Lakshay Kohli

Lakshay Kohli

Summary

Experienced Training and Quality Supervisor | Customer Service Specialist

🏆 Certified Gold Trainer | Proven Track Record in Client Management, Auditing, and Escalation Resolution

🌟 Specializing in U.S. and Canadian HR Shared Services, including Health & Life Insurance, HCM, Payroll, and Employee Relations

💼 Skilled in International Remittances and Banking Transactions for FPS, Supporting Clients like Remitly

🛠 Proficient in Workday, Salesforce, Hinote, Paycom, HR Workways, and More

Overview

8
8
years of professional experience
1
1
Certification

Work History

Training and Quality Supervisor

Full Potential Solutions (FPS)
10.2022 - Current
  • Led quality operations at Remitly, overseeing 4 Quality Analysts and two trainers at FPS' Pune office.
  • Conducted audits on Forex transactions and specialized in customer KYC and documentation review.
  • Led 2 training batches with an amazing throughput
  • Contributed to process improvement initiatives through analysis, FMEA, and RCA insights in client meetings and Calibration sessions, earning multiple recognitions

Assistant Manager

Wipro
06.2017 - 05.2022
  • As a Customer Service Representative (CSR), I managed communications for clients such as Alight, Cigna Corp., Glencore, Cintas, and Rockwell, handling calls, chats, and tickets. I excelled in managing OFS calls and leading team meetings and training sessions.
  • Moving up to Assistant Manager, I focused on generating and analyzing reports, ensuring SLAs and TATs were met. Proficient in MS Office, I seamlessly integrated it into my workflow.
  • Transitioning to the US Human Resources Shared Service Center, I addressed diverse queries including recruitment, onboarding, payroll, benefits, and employee relations, using platforms like Workday for leave management and processing.

Senior Assistant Manager

Domino's (Jubilant Foodworks)
08.2016 - 05.2017
  • Managed restaurant operations for two outlets, focusing on event organizations, sales management, and daily/monthly accounting and reporting.

Education

Post-Graduation Diploma in Digital Marketing -

Upgrad & MICA
02.2018

B.Sc. in Hotel Management and applied Nutrition -

IHM Mumbai
Mumbai, Maharashtra
05.2016

XII -

Tiny Tots School
Ganganagar, Rajasthan
03.2013

X -

Bihani Children's Academy
Ganganagar, Rajasthan
03.2010

Skills

  • Customer Service
  • Team Leadership
  • Data Analysis
  • MS Office
  • HR Proficiency
  • Operational Management
  • Reporting and Analysis
  • Communication Skills
  • Problem-solving Skills
  • Time Management
  • Organizational Skills

Certification

  • Lean Six Sigma Green Belt Certification (Ongoing)
  • Lean Six Sigma White Belt & Yellow Belt Certification (Six Sigma Academy Amsterdam: Virtual)
  • Productivity and Time Management (Udemy)
  • Managing a Customer Service Team (LinkedIn)
  • Root Cause Analysis: Getting to the root of a business problem (LinkedIn)
  • Business Process Improvement (LinkedIn)
  • Communication within Teams (LinkedIn)
  • Become a better Coach for your team (LinkedIn)

Languages

English
Hindi

Awards

  • Wipro's Yearly Platinum Award
  • Wipro's Quarterly Awards i.e. Blaze & Fireball
  • FPS Most Valuable Player Award Q1 2023
  • FPS Supremacy Award March 2023
  • FPS Star Performer Q3 2023

Hobbies and Interests

  • Cooking
  • Travelling
  • Movies & Music
  • Food blogging and reviews
  • Google Guide

Timeline

Training and Quality Supervisor

Full Potential Solutions (FPS)
10.2022 - Current

Assistant Manager

Wipro
06.2017 - 05.2022

Senior Assistant Manager

Domino's (Jubilant Foodworks)
08.2016 - 05.2017

Post-Graduation Diploma in Digital Marketing -

Upgrad & MICA

B.Sc. in Hotel Management and applied Nutrition -

IHM Mumbai

XII -

Tiny Tots School

X -

Bihani Children's Academy

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Lakshay Kohli