Hi, I am Punit Patpatia


A Lean 6 Sigma Black Belt Certified, PMP Trained, PMI-ACP, ITIL Foundation and Prince2 Foundation



I love to be the part of a stimulating work environment, where my strength and skills are recognized and utilized effectively for achieving organization goals and where ample opportunity exist to enhance my professional learning.


About Me


I am an experienced Quality Professional with more than 11 years of experience and a demonstrated history of working in Customer Service & Support, Contact Center, Collections, F&A (P2P, O2C and Reconciliation), Information Technology and Sales (B2B and B2C). Skilled in Service Delivery, DMAIC, Statistical Data Analysis, Failure Mode and Effects Analysis (FMEA) and Lean & Six Sigma Principles. A strong Quality Assurance Professional with a Bachelor of Arts (B.A.) focused in Mathematics.


A member of

  • American Society for Quality (ASQ)
  • Customer Operation Performance Center (COPC)
  • Project Management Institute (PMI)

My Key Skills


 
  • DMAIC & FMEA Model
  • Lean Technique
  • Total Quality Management (TQM)
  • Process Improvement
  • Training Need Identification (TNI)
  • Standard Operating Procedures (SOPs)
  • Content Development
  • Presentation
  • Feedback & Coaching
  • Risk Assessment
  • Data Analysis & Forecasting

Executive Summary

A SUMMARY OF MY SKILLS & KNOWLEDGE


  • Well versed in Lean technique, Six Sigma methodology and Total Quality Management (TQM)
  • Proven ability to provide a high level of customer service; surpassing market standards and maintain healthy relationship with peers and competitors
  • Well versed in management of cross-functional teams, deep understanding of quality management in service environment and leadership in designing creative solutions aimed at maximizing customer experience
  • Demonstrated ability to effectively plan, coordinate & congregate deadlines
  • Process mapping with designing various process related work flows and performance management system
  • Possess excellence interpersonal, communication, leadership and mentoring skills with proven abilities in team management and customer relationship management

Expertise

THE AREA OF MY EXPERTISE


QUALITY ASSURANCE

  • Setting up the transaction and voice monitoring framework for new and existing processes in accordance to customer requirement and operational KPIs
  • Conduct internal process audits to ensure stringent adherence to the process attributes as per the SLA
  • Prepare dashboards with analysis, generate and analyse various teams & process performance reports to provide an overview for higher management and senior leadership team
  • Ensure customer delight by rendering qualitative customer service
  • Adherence to SLAs & work processes leading to cost effective operations and establishment of quality standards for various operational areas

PROCESS MANAGEMENT

  • Coordinate with various support teams aimed at overall process improvement
  • Identifying and mapping the area of opportunities within the process to enhance process efficiency and customer satisfaction

TEAM MANAGEMENT

  • Identification and implementation of strategies for building team effectiveness by promoting a spirit of cooperation between team members
  • Determination of training needs of employees and conducting suitable training programs for skill and productivity enhancement

CLIENT RELATIONSHIP MANAGEMENT

  • Managing client interaction to understand the areas of opportunities for continued improvement
  • Maximize customer satisfaction through resolution of complaints on performance bottleneck

Education

LEARN MORE ABOUT MY EDUCATIONAL BACKGROUND


  • 2017

    Lean Six Sigma Black Belt

    GreyCampus

  • 2017

    PMP, PMI-ACP, ITIL Foundation and Prince2 Foundation

    GreyCampus

  • 2012

    Lean Six Sigma Green Belt

    Simplilearn

  • 2010

    MS Visio and Process Mapping

  • 2008

    Certified in Office of Fair Trading (OFT) and Coaching & Feedback

    Aegis BPO Ltd.

  • 2007

    Certified in Data Protection Act (DPA)

    Global Vantedge Pvt. Ltd.

  • 1999

    Microsoft Certified Professional (MCP)

    Microsoft Corporation

  • 1999

    Diploma in Multimedia

    Priyadarshini Institute of Computer Aided Knowledge (An Indira Gandhi Institute), New Delhi

  • 1998

    Advnace Diploma in Software Technology

    Intact Computer Training Ltd., New Delhi

  • 1996

    Graduation

    Bachelor of Arts focused in Mathematics from Maharishi, Dayanand University, Rohtak

Professional Certificates

SEE THROUGH THE WALL OF MY PROFESSIONAL CERTIFICATES


Lean 6σ Black Belt @ GreyCampus

Lean 6σ Black Belt @ GreyCampus

PMP Training @ GreyCampus

PMP Training @ GreyCampus

PMI-ACP @ GreyCampus

PMI-ACP @ GreyCampus

ITIL Foundation @ GreyCampus

ITIL Foundation @ GreyCampus

Prince2 Foundation @ GreyCampus

Prince2 Foundation @ GreyCampus

Lean 6σ Green Belt @ Simplilearn

Lean 6σ Green Belt @ Simplilearn