Sunir Mahajan
Gurgaon
Summary
ASQ-certified Lean Six Sigma Black Belt and a Transformational Leader with 18+ years of success in driving Operational Excellence, Digital Process Re-engineering, and Customer Experience across global operations. First Prize Gold Winner- CII National Six Sigma Contest, IIM Bangalore Gold Medalist in Predictive Analytics and IIT Roorkee TPS (Toyota Production System) Topper, Adept at integrating data, automation, and quality frameworks to deliver measurable business impact and foster high-performing teams.
Overview
22
22
years of professional experience
Work History
Quality & Customer Service Manager (India) I Lean Six Sigma Champion
Keysight Technologies
Gurgaon
10.2015 - Current
- Led Lean Culture Transformation, delivering a 20% improvement in process efficiency across customer service operations through structured process optimization and waste elimination.
- Managed Support Order Management (SOM) and Service Sales (Agreements) with full compliance to SOX, Trade, and Business regulations, ensuring operational integrity and risk mitigation.
- Improved 90th percentile Email Resolution TAT by 60%, enhancing customer responsiveness and aligning with Capgemini’s focus on measurable outcomes and client satisfaction.
- Advised on Custom Commercial Solutions, balancing agility and compliance to deliver scalable, risk-mitigated outcomes—reflecting Capgemini’s emphasis on inventive transformation.
- Customer Experience Program Lead – CCC India: Directed KCX strategy, led RCA and corrective actions, achieving 100% BC India scores in 4 of 5 quarters, reinforcing service excellence.
- Operational Excellence Leader: Spearheaded cross-functional initiatives and Kaizen Events focused on AR ageing reduction and process streamlining—driving measurable improvements in financial health, agility, and continuous improvement culture.
- Led ERP Upgrade Projects (LEBEIS – EMEAI Testing) and GST Implementation, ensuring business continuity and compliance across geographies.
- Elevated Customer Communication Score from 74% to 95%, embedding empathy and clarity in customer engagement—aligned with Capgemini’s human-centered design ethos.
- Regional Quality Support for EMEAI: Contributed to KCX, Partner Surveys, and NPS programs, strengthening regional benchmarks and customer loyalty.
- Achieved 100% Lean Training and 40% Certification across team, embedding Lean principles and fostering a culture of continuous improvement.
- LCR Manager (since June 2022): Mentored teams on Lead Qualification and KCX, cultivating high performance and transformation readiness.
Operational Excellence Manager (GBS)
Keysight Technologies
01.2013 - 09.2015
- Ensured process compliance with SOX, Keysight policies, and business requirements, maintaining operational integrity and audit readiness.
- Built a Quality-first culture by delivering best-in-class training on quality tools and techniques, coaching project leads on strategic quality initiatives, and designed and spearheaded the WOW (War on Waste) campaign to embed Lean thinking across teams.
- Implemented Quality tools into daily operations, driving consistent application of Lean Six Sigma principles and fostering a mindset of continuous improvement.
- Monitored functional metrics and dashboards, including Measures of Success and Productivity KPIs, enabling data-driven decision-making and performance tracking.
- Led multiple Kaizen Events, delivering tangible improvements in process efficiency, cost reduction, and customer experience.
Team Lead/Super-User (GBS- CCC America)
Agilent Technologies
12.2009 - 12.2012
- Transitioned Super User role from CCC Americas to team In India.
- Management and regular review of key metrics like Accuracy, Volumes, Process TAT, Productivity to ensure adherence to SLA.
- Ensured Transactional Quality & participated in multiple Kaizen Events (Role: Participant/Change Manager).Achieved measurable outcomes including a monthly cycle time reduction of 372 hours in mailbox management and a 20% decrease in email inventory.
Americas Parts Order Management Specialist
Agilent Technologies
01.2009 - 11.2009
- (Transitioned & stabilized Parts Order Management Process from Americas to India Team).
- Generating Sales Quotes & booking Parts Order in Oracle for end customers.
- Interacting with different stakeholders like warehouse, credit analyst, CR & technical helpdesk to ensure accurate & timely delivery to customer.
Senior Customer Service Representative
Agilent Technologies
01.2006 - 12.2008
- Creating Siebel interactions for non-voice interactions (Purchase Orders/Support/Quotes) assigning to Field Engineers & CSRs based on different variables.
- Managing Web-Portals for Customer Purchase Orders.
Customer Service Support
IBM, Daksh
09.2003 - 02.2005
- Providing customer service support to US telecom giant.
Education
MBA - Operations
All India Management Association (AIMA)
B.Sc. - Hotel Management
I.H.M. Chandigarh
Lean Six-Sigma Black Belt -
American Society for Quality
Predictive Analytics -
IIM Bangalore
Lean Six-Sigma Green Belt -
Indian Statistical Institute (ISI), Delhi
Skills
- Process design and re-engineering
- Transition management
- Cross-functional Global project management
- Contact Center Operations
- Quote to cash (Q2C)
- Lean Six Sigma methodology
- Customer satisfaction (C-SAT) management
- Customer communication strategies
- Minitab
- Power Automate
Key Rewards And Recognitions
- Gold First Award Winner, National Six-Sigma Competition CII, FY’25
- Certificate of Appreciation, Lean Culture Transformation Initiative, FY’24
- Certificate of Appreciation, LEBEIS (Salesforce) Implementation, FY’22
- Mountain Mover Award, Q3’21
- KGSO Leadership Award, for enabling 2M$ deal, Q1 FY'21
- Employee Engagement Index, 85% Vs 77% for Country, FY’19
- Best Employee of the Year Annual Award, FY’12 (GBS)
- Agilent India Innovates Finalist, FY’12
Timeline
Quality & Customer Service Manager (India) I Lean Six Sigma Champion
Keysight Technologies
10.2015 - Current
Operational Excellence Manager (GBS)
Keysight Technologies
01.2013 - 09.2015
Team Lead/Super-User (GBS- CCC America)
Agilent Technologies
12.2009 - 12.2012
Americas Parts Order Management Specialist
Agilent Technologies
01.2009 - 11.2009
Senior Customer Service Representative
Agilent Technologies
01.2006 - 12.2008
Customer Service Support
IBM, Daksh
09.2003 - 02.2005
MBA - Operations
All India Management Association (AIMA)
B.Sc. - Hotel Management
I.H.M. Chandigarh
Lean Six-Sigma Black Belt -
American Society for Quality
Predictive Analytics -
IIM Bangalore
Lean Six-Sigma Green Belt -
Indian Statistical Institute (ISI), Delhi