Summary
Overview
Work History
Education
Timeline
Generic

Rishi Shyam Lala

Assistant Manager- Project Implementation Management
Mumbai,MH

Summary

Adaptable leader with demonstrated leadership abilities, strategic planning expertise and problem-solving skills. Assist senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

Projects:-

Six Sigma:-

1. RPA project for Simple category orders.

2. Cancellations & Rejection of Orders.

3. Cycle Time reduction.

4. Infant Attrition Reduction.

Lean:-

1. Reduction in BMOR Rejects of Orders project.

2. Chat bot project.

3. Trainee Awaiting Training Period reduction project.

  • Quality Management.
  • Six Sigma Green Belt Trained.
  • Implementation of Continuous improvement.
  • Managed teams & Driven Performance.
  • Data Preparation & Analysis-Pivots, Pareto, Dashboards, Graphs, Power BI, PPT.
  • Headcount reconciliation & Transition management.
  • Learning & Development.
  • Talent Retention.
  • Performance Reviews with Quantitative Approach.

Overview

3
3
years of post-secondary education
8
8
years of professional experience

Work History

Assistant Manager - PIM

Wipro
Hyderabad, Telangana
11.2019 - Current
  • Order Management Process of US Based Telecom provider.
  • Plan & Implement Continuous Improvement & Six Sigma Projects.
  • Plan project lifecycle, deployment in terms of timelines and resource utilization for the assigned projects.
  • Hanlding Quality ensuring Quality standards(on & off Quality parameters) are met across 3 Queues with 7 QAs, monitoring 100% feedbacks are shared by QAs.
  • Analyzing top areas for score offs, investigating reasons on tool/emails & implementing corrective measures.
  • Communicate with the relevant teams, regional project management teams on an order-by-order basis as required.
  • Co-ordinate/Communicate the activities with all parties (Regional project management teams, Sales team, On-Field Support Engineers) in a pro-active manner on an order-by-order basis as required to ensure services are delivered to our customer.
  • Identify and escalate Project Risks during project lifecycle with measures to mitigate/manage the same.
  • Calculate Cycle time/Average handling time of teams & conduct reviews to understand reasons from outliers.

Senior Executive- Talent Transformation

Wipro
Thane, Maharashtra
06.2016 - 10.2019
  • Handled Training & Training Support Activities for Reliance Jio at Thane.
  • Started since the Process Transition & On boarded 6500+ New Hires from 2016-2019.
  • Use to ensure that the New hires have smooth On boarding experience from Day 1 to Training, then from Training to OJT & till they are released to BAU.
  • Reduce Infant Attrition through Talent engagement and Retain employees.
  • Monitor and execute perfection in all Training/OJT deliverables.
  • Ensured appropriate HC allocation through Batch allocation, preparing HC reports for Training & OJT batches.
  • Basis labs availability performed shift allocation for training batches.
  • Use to conduct Voice of Trainee Survey to ensure Trainee Satisfaction (96% & above) & channelize feedback among support functions, team Leaders, team managers & quality.
  • Co-ordinate activities amongst different support functions to ensure timely delivery of On boarding process.
  • Assist Trainers and help them to overcome trainee’s learning curve by working on identify Training needs for trainees with low scores scheduling training identified areas to reduce defects & batch quality.
  • Guiding Team Leaders in identifying behavioral patterns in effectively handling teams.

Quality Analyst & Subject Matter Expert

Wipro
Navi Mumbai, Maharashtra
11.2015 - 06.2016
  • Worked as a Quality Auditor for UHG Chat process (US based Insurance Company) in Wipro.
  • Audit Chats, score it & publish Quality reports.
  • Provide feedback on Quality & Customer Satisfaction Parameters.
  • Use to participate in Calibration calls with Overseas clients & SMEs, We used to take sample Chats & Identify Areas of Opportunities & discuss better steps/statements to be used.
  • I used to then disseminate the same with teams during Quality Sessions & Floor Huddles.
  • Use to conduct Floor Dip checks within advisors to audit if they are aware of the new updates & Steps to be follow.
  • Use to send Dip Check reports to Team leaders, Quality Team & Process Leads with Questions asked, Answers, Scores & Observations.
  • Identifying deviations:- Used to Prepare Scenarios, Incorrect Responses vs. Correct Responses, Mention the source of Truth with Valid SOP (Standard Operations Procedure) and Communicate the same Via E-mails, Floor Huddles, Quality Sessions, Calibration sessions.
  • Have also Handled Teams and ensured that they meet their KRAs including Attendance, Adherence, AHT, Customer Satisfaction, Quality & Compliance.

Customer Service Associate

Wipro
Navi Mumbai, Maharashtra
08.2012 - 10.2015
  • Customer Service over voice to Providers (US Based Hospitals, Doctors, Health Facilities).
  • Quote Detailed Benefits of Services available on Patient’s Health Plan.
  • Solve Claim Queries- Billed Amount, Allowed Amount, Paid Amount, Claim Denial reasons, Corrective Measures while filing Claim, Taking Reconsideration of Claims request.
  • KRA Included Quality, Net Promoter Score, AHT, Schedule Adherence.
  • Had also been a Mentor/Floorwalker for OJT batches and Floor teams to provide Real Time Knowledge Support and handled Escalation calls as supervisor.

Education

Bachelor of Commerce - Accounting And Finance

Karmaveer Bhaurao Patil College
Vashi, Navi Mumbai
06.2009 - 06.2012

Timeline

Assistant Manager - PIM

Wipro
11.2019 - Current

Senior Executive- Talent Transformation

Wipro
06.2016 - 10.2019

Quality Analyst & Subject Matter Expert

Wipro
11.2015 - 06.2016

Customer Service Associate

Wipro
08.2012 - 10.2015

Bachelor of Commerce - Accounting And Finance

Karmaveer Bhaurao Patil College
06.2009 - 06.2012

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Rishi Shyam LalaAssistant Manager- Project Implementation Management