Naveen Mehra
Gurgaon,NCR
Summary
More than 20 years of experience across wide gamut of functions including Product Management, Project Management, Training, Delivery, Transitions, Quality with organizations across industry verticals. Consulted, Analyzed and implemented the business processes for domains like IT, Education, Banking, Finance and Accounts, Telecom Solutions and Insurance.
Overview
24
24
years of professional experience
19
19
years of post-secondary education
1
1
Certification
Work history
Group Leader – Training & Quality
Concentrix (Formerly IBM)
Gurgaon, India
04.2014 - 11.2024
- Leading Training, Quality, Compliance & Innovation of CRM-International accounts
- Heading Training & Quality for CRM Tech accounts with revenue of 40 million – Advisor HC of 2000
- Team of 40 Trainers & Quality – Including Managers, Leads, Trainers and QAs
- End to end Training and Quality Requirements for IV, IT Solutions & CRM Clients
- Upskilling and creating a pool of resources for Trainers and Quality Analysts
- Defining & Deploying Quality & Training frameworks specific to Verticals
- Process Content Development for process, Change Management and Leadership Development
- Reporting, Insights and Data Analysis, Continuous Improvement and Delivery Excellence
- Defining and Structuring Processes (Creating SOP’s and BPMS) based on COPC Framework
- Setting up Governance structure to ensure Delivery Accuracy and Audit Readiness
- Risk Identification and Mitigation (FMEA) Attrition Management and Cost Optimization
- AI tool executed to help bots identify opportunities on voice/non-voice transactions and share insights
- Spearheading several Kaizen Projects and Domain based training Six Sigma Green Belt Projects
- Top Talent for 2017 & 2018
- Clientele (Business Type) Handled – CRM, Healthcare, Telecom, IT Solutions, etc
Senior Manager – Client Services
Kaplan India Private Limited
06.2005 - 11.2013
- Company Overview: Kaplan, Inc
- Is a for-profit corporation headquartered in New York City and was founded in 1938 by Stanley Kaplan
- Kaplan provides higher education programs, professional training courses, test preparation materials and other services for various levels of education
- Handled end to end delivery and sales for BFSI & Telecom industry
- Managed team of (CSRs) Client Relationship Managers supporting contact function
- Traveled extensively to USA on account of transition, onsite visit and procurement of services
- Planning training for New (Induction training/Product and Process Training/Domain Training/On Job Trainings) and Existing (Refresher trainings/OD trainings) employees and customers
- Provided timely responses to various RFP’s, RFI’s, SOW and Business Presentation to clients
Supervisor – Customer Support
eMind LLC
07.2002 - 05.2005
- Company Overview: eMind LLC Provides business solutions in the field of Insurance, Securities, Accounting etc
- Managed eMind customer support help desk, providing solutions to learners using the eMind LMS solution
- EMind LLC Provides business solutions in the field of Insurance, Securities, Accounting etc
- EMind: 2004 – Awarded ‘Certificate of Excellence’ for taking charge of Level 2 calls and improving the technology and process at eMind
- EMind 2003 - Awarded ‘Certificate of Excellence’ for being the dependable wizard of the tech helpdesk, patiently handling both the team and customers
Sr. Customer Relation Executive
Saffron Global Limited
01.2001 - 07.2002
- Company Overview: Saffron Global Ltd
- With a total seating capacity of 1800 agents 24x7, boasts of a wide range in customer contact center services and solutions currently being used in India, the company has always kept an eagle's eye on the future became India's leading customer contact center having clients like – WorldCom - PF Systems, MCI, Direct TV etc
- Optimised operational efficiency by implementing strategic business processes.
Education
All India Senior Secondary Education - Commerce Stream
The Indian School
Manama Bahrain 01.1985 - 01.1997
MBA - IT
Manav Bharti University
Solan 01.2009 - 01.2011
Higher Diploma in Software Engineering -
APTECH
01.2005 - 01.2008
Bachelor of Science - B.Com (Pass)
Delhi University
Delhi 01.1998 - 01.2000
Skills
- MQC
- PMP
- LMS
- Agile
- Waterfall
- Lean Six Sigma
- Interpersonal skills
- Team management
- P&L Management
- Call Center Management
- Organizational skills
- Client management
- Product Development
Certification
- SILA A - Securities and Insurance Licensing Association - USA
- PMP - Training from Knowledge Woods
- Black Belt Trained from QAI (Concentrix formerly IBM)
- Lean Six Sigma - Certified Green Belt – Quantum ASQ
- Higher Diploma in Software engineering from Aptech
- OPEC – Operation Process Excellence Certification – 2015 (IBM)
- COPC – Customer Operational Performance center
Accomplishments
- Increased billing accuracy on AR from 85% to 99.2% for 2 billion invoices and over all delivered a positive $1.5million impact on revenue.
- Quarterly SDLC releases on the insurance platform went out with 0 defects in the last couple of years.
- Achieved accuracy percentage from 96.97% to 99.9997% in the Insurance transaction processing.
- Revenue worth $2 Million by snatching the deal from one of our competitors for one of the largest insurance agencies in US.
- Rewarded for Presidents Club in 2019 one of the prestigious awards in Concentrix.
- Awarded the cultural ambassador for 2019 in driving the culture statements of Concentrix.
Personal Information
Married
Date of birth: 03/01/78
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Group Leader – Training & Quality
Concentrix (Formerly IBM)
04.2014 - 11.2024
MBA - IT
Manav Bharti University
01.2009 - 01.2011
Senior Manager – Client Services
Kaplan India Private Limited
06.2005 - 11.2013
Higher Diploma in Software Engineering -
APTECH
01.2005 - 01.2008
Supervisor – Customer Support
eMind LLC
07.2002 - 05.2005
Sr. Customer Relation Executive
Saffron Global Limited
01.2001 - 07.2002
Bachelor of Science - B.Com (Pass)
Delhi University
01.1998 - 01.2000
All India Senior Secondary Education - Commerce Stream
The Indian School
01.1985 - 01.1997
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