Mayank Mandlik

Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.

• UDEMY-Advance Excel, PivotTables, Advanced Formulas (e.g., INDEX/MATCH, SUMIFS, COUNTIFS), Data Analysis Tools (e.g., What-If Analysis, Goal Seek, Scenario Manager), Power Query (Get & Transform Data), Power Pivot for Data Modeling, Conditional Formatting, Array Formulas, Data Validation, Dynamic Named Ranges
• Yellow Belt, Introduction to Six Sigma concepts, Define phase: Project charter, SIPOC, Voice of Customer, Measure phase: Data collection, process mapping, basic statistics., Analyze phase: Cause and effect analysis, Pareto charts, hypothesis testing., Improve phase: Solution implementation, control charts., Control phase: Sustaining improvements, monitoring processes.
• Lean Six Sigma, Lean principles: Waste reduction, value stream mapping, 5S methodology, Six Sigma methodology: Define, Measure, Analyze, Improve, Control (DMAIC), Process optimization: Identifying and eliminating defects, variation reduction, Continuous improvement: Kaizen events, Gemba walks, Root cause analysis techniques: Fishbone diagrams, 5 Whys, Statistical tools: Control charts, regression analysis, Design of Experiments (DOE), Lean tools: Kanban, Just-In-Time (JIT) production, Total Productive Maintenance (TPM), Customer focus: Voice of the Customer (VOC), Critical-to-Quality (CTQ) characteristics, Team collaboration: Cross-functional teams, project management techniques, Performance metrics: Key Performance Indicators (KPIs), process capability indices
• My SQL, Learn the ins and outs of SQL syntax, Generate reports using sales and user data, Analyze data using Aggregate Functions, Run complex queries using MySQL logical operators and string functions, Write all the common SQL joins, Work with large datasets containing thousands of entries, Design and implement complex database schemas, Learn to navigate the treacherous world of storing dates and times, Clone the database structure of a photo sharing social network, Work with MySQL 8.x Window Functions: RANK, LEAD, LAG, NTILE, etc., Create MySQL database views and virtual tables

Social Media Escalation Reduction (DMAIC Project)
Analyzed escalations using Pareto charts, control charts, and histograms.
Identified root causes via Fishbone & 5 Whys; implemented staffing alignment and proactive notifications.
Achieved a 25% reduction in escalations and a 40% faster first response, improving CSATT.
Refund Compliance Improvement
Investigated refund drivers via case analysis and policy applicability.
Implemented process changes, replacement options, and tracked RR, NPC, and CSAT.
Reduced unnecessary refunds and improved overall Resolution Rate and customer satisfaction.
Audit and compliance governance audited advisor adherence across installations, token apologies, and recovery cases
Closed compliance gaps via process redesign, coaching, and policy reinforcement.
Strengthened policy adherence and minimized repeat escalations.
Customer Experience Metrics Improvement (CSAT, NPS, RR, CQ)
Analyzed feedback, audits, and resolution data to identify dissatisfaction drivers.
Partnered with stakeholders to streamline processes and reduce customer effort.
Delivered measurable improvements in CSAT, NPS, Resolution Rate, and Compliance Quality.