Miloni Gandhi
Pune
Summary
Strategic and results-driven consulting professional with 10+ years of experience in service management, process improvement, and stakeholder engagement across IT and business domains. Proven expertise in leading large-scale initiatives, developing actionable insights, and delivering measurable business outcomes. Adept at working with executive leadership, managing complex projects, and fostering continuous improvement through Lean Six Sigma and ITIL frameworks. Recognized for strategic thinking, client relationship management, and driving high-impact transformation initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Consultant
CompuCom Systems Inc.
11.2020 - Current
- Spearheaded cross-functional initiatives aligned with ITIL and Lean Six Sigma to optimize service delivery and elevate operational performance across enterprise-level engagements.
- Acted as a strategic partner to senior stakeholders, translating incident trends into actionable business decisions that influenced long-term IT and operational strategy.
- Championed client satisfaction through continuous improvement frameworks, enhancing SLA adherence, CSAT metrics, and end-user experience.
- Developed and presented KPI dashboards and executive-level reports, enabling data-driven decision-making at leadership levels.
- Led and mentored global support teams, standardizing workflows, SOPs, and escalation paths, driving consistency and excellence across regions.
- Served as the bridge between business stakeholders, technical teams, and service operations to align outcomes with organizational objectives.
- Designed and drove post-incident reviews and problem analysis initiatives, contributing to a 30% reduction in recurring issues.
Senior Quality Analyst
Tech Mahindra Ltd
06.2019 - 11.2020
- Led business-critical quality improvement projects, delivering measurable results in customer satisfaction, cost efficiency, and process accuracy.
- Developed improvement strategies based on data analytics, FCR analysis, and trend reporting; drove executive recommendations for long-term performance gains.
- Partnered with delivery and presales teams to ensure client expectations were reflected in quality KPIs and operational plans.
- Collaborated with cross-functional teams to prepare pitch decks, service improvement plans, and client presentations for high-impact accounts.
QA Technical Specialist
Johnson Control
09.2018 - 05.2019
- Consulted with internal teams and leadership to streamline quality assurance and reporting frameworks, directly influencing project efficiency and decision-making.
- Generated strategic reports and analytical insights for executive dashboards, supporting business reviews and client interactions.
Senior Quality Analyst
Wipro Limited
05.2017 - 09.2018
- Led quality governance and client engagement for key accounts; created and implemented coaching frameworks to enhance performance and reduce escalations.
- Delivered monthly business reviews and calibration sessions with clients and internal stakeholders to improve transparency and performance alignment.
Sr. Process Executive
Infosys BPO
07.2015 - 05.2017
- Co-developed a new employee training framework that resulted in a 25% error reduction and faster onboarding for operational teams.
- Played a pivotal role in cross-team collaboration to resolve client escalations, contributing to a 20% decrease in complaint resolution time and improved client satisfaction.
Education
BCA - Computer Applications
Sinhagad Institutes
Skills
Strategic Consulting & Exceution
Client Engagement & Relationship Management
Business Development & Solutioning
Process Improvement (Lean Six Sigma)
- Change Management
Incident & Problem Management
ITIL Based Service Management
Cross Functional Team Leadership
Decision - making
Root Cause Analysis & Continuous Improvement
Executive Reporting & Communication
Personal Information
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Gujarati
Advanced (C1)
Marathi
Elementary (A2)
Certifications
08-2023
Certification
Green Belt Certification
Yellow Belt Certification
ITIL trained
Timeline
Consultant
CompuCom Systems Inc.
11.2020 - Current
Senior Quality Analyst
Tech Mahindra Ltd
06.2019 - 11.2020
QA Technical Specialist
Johnson Control
09.2018 - 05.2019
Senior Quality Analyst
Wipro Limited
05.2017 - 09.2018
Sr. Process Executive
Infosys BPO
07.2015 - 05.2017
BCA - Computer Applications
Sinhagad Institutes