Narasimha Vasista BS
Bangalore,Karnataka
Summary
Accomplished in strategic team guidance and service excellence, I spearheaded quality and service delivery initiatives at Tata Consultancy Services, enhancing client satisfaction significantly. My leadership fostered strong client relationships and operational efficiencies, leveraging skills in project management and organizational leadership to drive continuous improvement and achieve notable cost savings.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager - Service Delivery and Quality
Tata Consultancy Services
06.2022 - Current
- Led service delivery initiatives, boosting client satisfaction by 7% and maintained the customer satisfaction rate upwards of 97% month on month for the 3 calendar year
- Implemented quality assurance processes, reducing errors by 25%
- Streamlined operations, enhancing efficiency and saving 15% in costs
- Developed training programs, elevating team performance and skills
- Cultivated strong client relationships, increasing retention rates by 20%
- Analyzed service metrics, driving continuous improvement strategies
- Spearheaded cross-functional projects, improving collaboration and results
- Introduced innovative solutions, enhancing service offerings and value
- Introduced feedback loops, enhancing service delivery based on client input
Assistant Manager - Quality
Kyndryl India
09.2021 - 06.2022
- Developed quality metrics, providing actionable insights for decision-making
- Conducted audits, ensuring compliance and minimizing operational risks
- Implemented training programs, elevating team performance and engagement
- Streamlined processes, reducing defects by 23% and enhancing customer satisfaction
- Led quality assurance initiatives, boosting product reliability by 27%
- Collaborated with cross-functional teams to drive continuous improvement
- Drove cost savings of 18% through efficient quality management strategies
- Enhanced documentation practices, improving traceability and accountability
- Spearheaded root cause analysis, resolving issues swiftly and effectively
Lead - Quality Assurance & PMO
IBM INDIA PVT LTD
02.2020 - 09.2021
- Developed QA metrics, providing insights that drove strategic decisions.
- Trained and mentored 15+ team members, elevating overall performance.
- Led QA initiatives, boosting product quality by 18% in 6 months.
- Enhanced team collaboration, increasing project success rate to 93% from 76%
- Achieved 100% compliance with industry standards and regulations.
- Facilitated stakeholder communication, improving satisfaction scores by 14%.
- Drove continuous improvement, resulting in a 15% cost reduction annually.
- Streamlined PMO processes, reducing project delivery time by 11%.
Senior Quality Analyst
ANI Technologies Pvt Ltd
11.2015 - 02.2020
- Led a team of over 40 members, conducting call audits and providing feedback on opportunities, areas for improvement, and positive aspects of transactions.
- Conducted weekly and monthly performance reviews, keeping agents informed of the latest updates and developments.
- Compiled and published analytical reports for team and process metrics, including Average Handle Time (AHT), Quality Score, Customer Satisfaction (CSAT), and other key performance indicators, as requested by operations.
- Served as a Master Evaluator, conducting internal and vendor calibration sessions, as well as internal and external Check-the-Checker (CTC) assessments to ensure adherence to quality rubrics.
- Facilitated quality orientation sessions for new joiners, including support staff, and conducted quality certification for both internal and external quality analysts.
- Successfully led an AHT baseline project, achieving an overall reduction of 7% in AHT.
- Actively participated in the Process Excellence team for 1.5 years, leading a project for the India line of business to reduce call volume and increase end-user satisfaction. The project aimed for a 20% increase in satisfaction and a 30% reduction in volume, ultimately achieving a 43% reduction in call volume and a 27% increase in satisfaction rate.
- Following the success in India, spearheaded a similar project for international operations, surpassing targets with a 4% increase in satisfaction and a 7% reduction in call volume beyond the initial goals.
Senior Quality Analyst
Infinite Computer Solutions
06.2013 - 10.2015
- Conducted in-depth call audits and delivered constructive feedback, focusing on improvement opportunities, enhancement areas, and positive transaction aspects.
- Supplied critical data to the operations and MIS teams to support strategic decision-making processes.
- Facilitated weekly and monthly performance reviews, effectively communicating updates and developments to agents to enhance their performance.
- Ensured consistently high levels of team adherence to quality standards and operational protocols.
- Developed and prepared Root Cause Analysis (RCA) reports to address and resolve issues related to Service Level Agreements (SLA).
SR.TECHNICAL SUPPORT EXECUTIVE
SITEL INDIA PVT LTD
12.2010 - 10.2012
- Managed and resolved hardware issues related to Dell laptops, Dell projectors, and Windows operating systems.
- Served as an escalation point for complex technical issues, providing expert guidance and recommendations for resolution.
- Reduced ticket backlog through proactive follow-ups and diligent case management, increasing overall team productivity.
CUSTOMR SUPPORT EXECUTIVE
FIRST SOURCE SOLUTIONS LTD
11.2009 - 12.2010
- Addressed customer inquiries regarding medical and home loan products for ICICI customers, ensuring clear and accurate information delivery.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Education
Bachelor of Commerce - Commerce
BHARATHIYA SHIKSHA PARISHAD
Uttara Pradesh06-2012
Skills
- Service Excellence
- Strategic Team Guidance
- Strong Prioritization Skills
- Strategic Decision-Making
- Project management
- Operations management
- Policy Compliance Implementation
- Organizational Leadership
- Global Delivery
- Agile Methodology Implementation
Certification
- Certified Agile Project Management
- Certified IBM Agile Explorer
- Certified BIG DATA 101
- Six Sigma Green Belt Certified
- ITIL 4 Certified
Languages
English
Hindi
Kannada
Tamil
Telugu
Timeline
Manager - Service Delivery and Quality
Tata Consultancy Services
06.2022 - Current
Assistant Manager - Quality
Kyndryl India
09.2021 - 06.2022
Lead - Quality Assurance & PMO
IBM INDIA PVT LTD
02.2020 - 09.2021
Senior Quality Analyst
ANI Technologies Pvt Ltd
11.2015 - 02.2020
Senior Quality Analyst
Infinite Computer Solutions
06.2013 - 10.2015
SR.TECHNICAL SUPPORT EXECUTIVE
SITEL INDIA PVT LTD
12.2010 - 10.2012
CUSTOMR SUPPORT EXECUTIVE
FIRST SOURCE SOLUTIONS LTD
11.2009 - 12.2010
Bachelor of Commerce - Commerce
BHARATHIYA SHIKSHA PARISHAD
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services