Saksham Bahuguna
Noida
Summary
Results-oriented Customer Experience Consultant with 6 years of comprehensive experience in both manufacturing and services sectors. Demonstrates a proven track record in elevating customer satisfaction through strategic planning and data-driven process improvements. Expertise in project management, fostering cross-functional collaboration, and building strong client relationships to achieve operational excellence. Passionate about driving continuous improvement to exceed customer expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Associate Consultant
Infosys Ltd
06.2022 - Current
- Contributed to achieving a 95% ticket closure rate within the stipulated SLA timeframe as part of the SAP Service Cloud support team
- Managed the successful migration of critical data from legacy systems to the SAP C4C sales cloud, achieving 90% data accuracy for employees across 15 countries
- Spearheaded System Integration Testing (SIT) in SAP CRM for a client successfully delivering 222 test cases within a one-month deadline
- Solely responsible for tracking and following up with 40-50 accounts utilizing SAP CX resources to facilitate departmental revenue transfer
Operations Analyst
Coding Ninjas
08.2020 - 04.2021
- Single handedly led quality assurance initiatives to improve service quality for STEM K 12 coding modules
- Improved client conversion rate by 50% for domestic B2C market by analyzing data to suggest suitable changes
- Conducted regular internal Quality audits of sessions, designing evaluation sheets to ensure adherence to guidelines, resulting in a 20% increase in session compliance
Program Manager
Creya Learning & Research
07.2019 - 06.2020
- Enhanced end-to-end client engagement by resolving 95% of tickets, ensuring optimal solutions
- Oversaw 10 accounts across 3 states for STEM K 12 program implementations, including robotics, IoT & 3 D Printing, resulting in a 20% increase in program participation
- Maintained customer engagement by generating monthly progress reports, ensuring 100% client awareness and satisfaction
Lead Coordinator
Cooper Standard Automotive
10.2015 - 12.2017
- Directed and managed the Quality Lab, overseeing approximately 200 instruments and machines utilized for inspections ensuring optimal performance and adherence to quality standards
- Supervised a 20-person Quality Assurance team, reducing defects to under 2% through Root Cause Analysis
- Negotiated vendor calibration costs, achieving a 15% cost reduction for Quality Department
- Led the Quality Assurance efforts for a Ford Motors development project, ensuring timely delivery while maintaining strict adherence to design specifications and customer requirements
Education
PGPM -
Great Lakes Institute of Management
Gurgaon12.2022
B. Tech - E.E.E
SRM Institute of Science & Technology
Kattankulathur12.2015
Skills
- Problem-Solving
- Operational Excellence
- SAP C4C
- Quality Assurance
- Client Engagement
- Data Analysis
- JIRA
- Quality Management
- Vendor Management
- Lead Generation
- Account Management
- Agile Methodology
- Business Intelligence
- SAP CRM
- Software implementation
- Operations management
Certification
- Winner of Insta Rise award, Infosys Ltd, 11/01/24
- SAP Certified Associate - Implementation Consultant - Service Cloud Version 2
- Completed Lean Six Sigma green belt Certification, KPMG
- Selected for Manufacturing Site Assessment Auditor training & certification, TATA Motors
Timeline
Senior Associate Consultant
Infosys Ltd
06.2022 - Current
Operations Analyst
Coding Ninjas
08.2020 - 04.2021
Program Manager
Creya Learning & Research
07.2019 - 06.2020
Lead Coordinator
Cooper Standard Automotive
10.2015 - 12.2017
- Winner of Insta Rise award, Infosys Ltd, 11/01/24
- SAP Certified Associate - Implementation Consultant - Service Cloud Version 2
- Completed Lean Six Sigma green belt Certification, KPMG
- Selected for Manufacturing Site Assessment Auditor training & certification, TATA Motors
PGPM -
Great Lakes Institute of Management
B. Tech - E.E.E
SRM Institute of Science & Technology
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