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)
2022.10 - 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
2017.06 - 2022.05
- 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)
2016.08 - 2017.05
- 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, Maharashtra05.2016
XII -
Tiny Tots School
Ganganagar, Rajasthan03.2013
X -
Bihani Children's Academy
Ganganagar, Rajasthan03.2010
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)
2022.10 - Current
Assistant Manager
Wipro
2017.06 - 2022.05
Senior Assistant Manager
Domino's (Jubilant Foodworks)
2016.08 - 2017.05
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
- 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)
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