Rakesh Chaturvedi
Maujpur
Summary
Dynamic leader with a proven track record at DXC Technology, driving operational efficiency and enhancing customer satisfaction. Spearheaded process improvements, achieving significant FTE savings and compliance. Expertise in data analytics and team leadership, fostering a culture of excellence and delivering impactful results in high-pressure environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Manager – Life & Annuity Claim Process
DXC Technology
08.2016 - Current
- Led team of 62 to 70 professionals, including four Team Leaders at functional levels.
- Executed five Lean Business Ideas with the Automation and Process Excellence Team, achieving four FTE savings, and protecting $8,317 in penalties.
- Conducted recurring stakeholder meetings to identify conversion leads, accumulating over ten FTE worth of work for Annuity Claim Business in 18 months.
- Monitored inventory trends against utilized FTEs, generating position IDs, conducting interviews, and onboarding resources.
- Defined and designed team KRAs, established job level targets, evaluated outcomes, and appraised job results.
- Governed strategic changes to enhance data security while ensuring 100% compliance training completion.
- Led five projects to decrease NIGO/Denied Claims, reducing high aged inventory exceeding 900 items to BAU levels.
- Reconciled over 800 coding oversights in admin systems within one quarter, improving efficiency by 20-25%.
- Led team initiatives to enhance service delivery standards and improve client satisfaction.
- Coordinated cross-functional projects to align business objectives with operational strategies.
Quality Operations Assurance Lead
Computer Sciences Corporation
12.2014 - 08.2016
- Executed process improvement initiatives, increasing Team Quality Scores by 15 percent.
- Developed QC checklists using DPMO methodology for effective CTQ dataset management.
- Conducted root cause analysis employing Pareto Principle and various quality tools.
- Collaborated with onshore counterparts to enhance QC calibration processes.
Sr Quality Analyst/Professional-2
Computer Sciences Corporation
07.2013 - 12.2014
- Achieved key result areas in productivity, quality, and utilization metrics.
- Provided mentoring support to team members while conducting comprehensive process training.
- Facilitated orientation programs for new hires, ensuring smooth transition to live operations.
- Managed access requests and maintained related trackers, documenting minutes of meetings and action logs.
- Analyzed coaching needs of team members to enhance onboarding programs and support deliverables.
Professional 1/ Sr Associate
Computer Sciences Corporation
02.2011 - 06.2013
- Mentored junior associates in project management and software development best practices.
- Facilitated training sessions on new tools and technologies to enhance organizational skills.
- Managed documentation processes ensuring compliance with industry regulations.
- Analyzed data and generated reports for senior management to guide strategic decisions.
Associate Professional
Computer Sciences Corporation
09.2008 - 02.2011
- Facilitated meetings to align team objectives and establish timelines.
- Maintained detailed records of customer interactions within CRM system.
- Analyzed key performance indicators to identify and implement effective strategies.
Customer Support Representative
Idea Cellular Private Ltd
04.2006 - 04.2008
- Marketed new launches and value-added services to enhance customer engagement.
- Resolved technical issues related to mobile devices and network connectivity efficiently.
- Documented customer interactions in support ticketing system to ensure accurate tracking.
Education
M-COM - International Business Operations
IGNOU
New Delhi01.2010
MBA - Financial Management
Annamalai University
Chennai01.2009
B-COM - Commerce
Delhi University
New Delhi01.2004
Skills
- Operational efficiency and cost management
- Customer satisfaction strategies
- Service level management
- Project planning and transition
- Process mapping and improvement
- Staffing assessment and needs analysis
- Risk compliance and evaluation
- Data analytics and insights
- Team leadership and development
- Quality assurance practices
PROFESSIONAL SYNOPSIS
- A customer-centric professional with over 16 years of experience
- Industry exposure includes Business Operations, Project Transition, Client Relationship Management, Process Excellence, Risk and Compliance, Data Analysis, People Management
Certification
- FLMI – LOMA 280 & 290
- Lean Six Sigma Green Belt Certified
- ICMI (O & A Level)
- ITIL 4 – Foundation
- MB – 920
PERSONAL DETAILS
- Date of Birth – 14th April1984
- Permanent Address – V-701, St -10, Vijay Park, Maujpur. Delhi - 110053
Affiliations
Active member of the SHE project, running under Om Sanatan Trust, to empower spirituality, health, and the environment
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Champion award – acknowledging qualitative delivery of services
- Collaborator award – organizational performance
- Catalyst award - leading innovation
References
References available upon request.
Timeline
Associate Manager – Life & Annuity Claim Process
DXC Technology
08.2016 - Current
Quality Operations Assurance Lead
Computer Sciences Corporation
12.2014 - 08.2016
Sr Quality Analyst/Professional-2
Computer Sciences Corporation
07.2013 - 12.2014
Professional 1/ Sr Associate
Computer Sciences Corporation
02.2011 - 06.2013
Associate Professional
Computer Sciences Corporation
09.2008 - 02.2011
Customer Support Representative
Idea Cellular Private Ltd
04.2006 - 04.2008
M-COM - International Business Operations
IGNOU
MBA - Financial Management
Annamalai University
B-COM - Commerce
Delhi University
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