Pavan Shekhawat
Process Excellence Team Lead
Jaipur
Summary
To excel in my profession by increasing the sphere of my knowledge, improving the quality of work through experience and dedication and contributing towards the development of organization. Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Process Excellence Team Lead
MattsenKumar LLC
10.2022 - 02.2024
- Demonstrated skills in defining opportunities, analyzing data, designing workflows, and executing process improvements
- Incidents reopen rate – Driven strategic initiatives for cost-reduction and improved seller experience
- Drafted and edited SOPs
- Manage, motivate, and efficiently guide a team of 3 members to reach their deliverable targets.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Designed strategic plan for component development practices to support future projects.
Project Specialist
MattsenKumar LLC
04.2021 - 09.2022
- Working on projects to improve the process (L3 transfer, Re-open, WSA, TOA & etc)
- Working with Process Excellence team to share process level recommendations
- Highlight the SOP gaps to Process Excellence team.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Reported regularly to managers on project budget, progress, and technical problems.
- Monitored project progress, identified risks and took corrective action as needed.
- Analyzed project performance data to identify areas of improvement.
- Identified issues, analyzed information and provided solutions to problems.
Quality Analyst
Girnar Care Pvt Ltd.
04.2021 - 06.2021
- Monitoring inbound and outbound lead generation calls made by executive to provide constructive feedback
- Conducting call listening session with team
- Working on ACPT analysis (Agent, Customer, Process, technology)
- Conducting brainstorming sessions
- Conducting dip check to look over executive’s knowledge as per process updates
- Preparing weekly, monthly reports and call outs to show case the improvements.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Sr. Quality Analyst
MattsenKumar LLC
06.2017 - 04.2021
- Monitoring emails and calls of agents to improve the quality score
- Handling calibration calls with clients and partners
- Working with Process Excellence team to share process level recommendations
- Conducted training session for new hired associates on partner location
- Preparing daily, weekly & monthly call audit dashboard.
- Created test cases and automation scripts.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
CSA and Quality Analyst
Teleperformance
03.2016 - 06.2017
- Audit calls/chats and delivering feedbacks to improve the quality of customer services
- Conducting weekly sessions to improve the quality score and NPS (Net Promoter Score)
- Conducting brainstorming and RCA (Root Cause Analysis) session to get new ideas to work on challenges
- Handling customers queries and provide resolutions.
- Gained familiarity with company products to answer customer questions and make recommendations.
- Connected with customers by listening to concerns and answering questions.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Contributed ideas and practical solutions to support process improvement efforts.
Education
Bachelor of Business Administration -
Shivaji University, Kolhapur
Class XII - undefined
Class X - undefined
Skills
Microsoft officeundefined
Personal Information
- Date of Birth: 03/10/94
- Marital Status: Married
Playing Vollyboll
Volleyball is a fun game. It's a fast and exciting sport that's all about teamwork, communication, and having a good time together on the court.
Timeline
Process Excellence Team Lead
MattsenKumar LLC
10.2022 - 02.2024
Project Specialist
MattsenKumar LLC
04.2021 - 09.2022
Quality Analyst
Girnar Care Pvt Ltd.
04.2021 - 06.2021
Sr. Quality Analyst
MattsenKumar LLC
06.2017 - 04.2021
CSA and Quality Analyst
Teleperformance
03.2016 - 06.2017
Bachelor of Business Administration -
Shivaji University, Kolhapur
Class XII - undefined
Class X - undefined
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