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.
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
- Feedback & Coaching
- Risk Assessment
- Data Analysis & Forecasting
Mr. Punit is an exceptional supervisor who has impressed me. I am generally grateful for the support, but I also wish that every student can have a readily available supervisor who attends to their needs like Mr. Punit did when I needed an explanation that made all the difference. Thank you.
- Walter Mawufemor Awalime
Dear Punit, I'm pleased and happy that you have managed to solve my problems. You are more qualified and fit to be a mentor to solve people's problems. Millions thank again.
- Mayen Simon Riakbai
I appreciate your support because you are always there to guide me and answer to all my queries in time.
- Justin Gbatanyaki
You respond to issues very prompt and your support is great.
- Jennifer Otchere
Punit Patpatia was so helpful, quick, and the response was wonderful. I appreciate and admire the service I got. Big up and thanks again. Keep up the good job!
- Edna Sylvanous Ismail
Immediate responses from Punit were really helpful.
- Arijeet Ganguly
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
THE AREA OF MY EXPERTISE
- 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
- 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
- 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
LEARN MORE ABOUT MY EDUCATIONAL BACKGROUND
Lean Six Sigma Black Belt
PMP, PMI-ACP, ITIL Foundation and Prince2 Foundation
Lean Six Sigma Green Belt
MS Visio and Process Mapping
Certified in Office of Fair Trading (OFT) and Coaching & Feedback
Aegis BPO Ltd.
Certified in Data Protection Act (DPA)
Global Vantedge Pvt. Ltd.
Microsoft Certified Professional (MCP)
Diploma in Multimedia
Priyadarshini Institute of Computer Aided Knowledge (An Indira Gandhi Institute), New Delhi
Advnace Diploma in Software Technology
Intact Computer Training Ltd., New Delhi
Bachelor of Arts focused in Mathematics from Maharishi, Dayanand University, Rohtak