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HIMANSHU PANT
Mobile: 9818563463 ~ E-Mail: Himanshu.Pant@Hotmail.com
Seeking Managerial Assignments with an Organisation of repute.
CAREER CONSPECTUS
 11.3 years of experience in Strategic Planning, Operations Management, Quality, Customer Relationship
Management and Coordination.
 Proficient in managing & leading teams for running successful operations & experience of implementing
procedures, managing backend operations for business excellence.
 An Out-of-the-Box thinker with a flair for identifying & adopting emerging trends & addressing industry
requirements to achieve organizational objectives and profitability norms.
 A strategic planner with proficiency in streamlining business processes, defining continuous improvement
processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles.
 Skilled in effectively managing documents for streamlining systems to facilitate achievement of
organizational objectives and ensure profitability of operations.
 Track record of excellent project planning, execution within the set parameters and significantly
maintained high standards of performance & quality.
 Excellent people management & mentoring skills with the ability to train and motivate. A skilled
communicator with strong analytical, problem solving, Presentation & interpersonal skills.
 A keen communicator with excellent relationship management skills.
CORE COMPETENCIES
 Mapping clients’ requirements and
coordinating in developing and
implementing processes in line with
pre-set the guidelines.
 Instrumental in monitoring the overall
functioning of processes, identifying
improvement areas and implementing
adequate measures to maximise
customer satisfaction level.
 Creating awareness for driving the
process improvement strategy &
methodology, ensuring maximum
operational efficiency.
 Managing the monthly, weekly & daily
report creation through in-depth
analysis and producing the actionable
information.
 Assessing need and preparing business
processes for the organization.
 Preparing and presenting research /
industry reports comprising of
industrial trends; interpreting result of
research studies and providing
business recommendations.
 Creating MIS report and presenting it
to the concerned department.
 Addressing the conference calls to
resolve process related issues.
 Monitoring the implementation of MIS
processes and evaluating their
effectiveness.
 Formulating program’s performance
reports and analyzing them as per
program’s prospect.
 Designing reporting formats to provide
accurate information in a clear and
concise manner.
 Ensuring delivery of service level
metrics, analyzing performance and
preparing action plans for areas of
improvement.
 Identifying loopholes in plans &
suggesting corrective actions to
improve the same.
EMPLOYMENT RECITAL
H.Y.P.E.R.Q.U.A.L.I.T.Y (MattsenKumar)
Account Manager – Quality – 16th
July 2014 – Till Date (Business Insights Group)
 Barclays Account – Retention, Care, Fraud, Recovery, BT & Collections
 Exelon Account – Electricity Provider in US
 Working in close proximity with the Executive Team and continually finding ways to
delight our customers. Showcase return on investment to customers.
 Leading a team of individuals who are driven to offer actionable and meaningful
insights as we all as recommendations for the clients
 First point of contact for all client queries including quality assurance and operational
readiness
 Strategic consulting by evaluating and recommending solutions to improve clients’
business outputs around improving top line, reducing bottom line and enhancing end
user experience
 Conduct employee development training session for skill set improvement around MS
Office Applications & Business Analytics Tools
C.O.N.V.E.R.G.Y.S
Team Manager – Quality – Promoted Dec 1, 2010 (Project Manager) till 15th
July 2014
Subject Matter Expert (August 1, 2009 till Dec 1, 2010)
Quality Evaluator (November 14, 2008 till Aug 1, 2009)
LOB’s Handled:
Team FCR – Team of 26 QA’s and 3 SME’s working on data analytics on FIRST CALL
RESOLUTION for AT&T and finding areas of improvisation and DSL Migration Study
NOC Special Function- This is a group of 25 QA’s reporting to me currently, who
analyze data based on client’s requirement. I work directly with the client and do the analysis
to show the trending, prepare presentation for the client and discuss the findings. Based on
our findings and analysis, clients make changes in their policies and strategies if required.
• Implementation of Tele Presence Environment for Weekly Face 2 Face Client
interaction.
• Setting up automated Scorecards and Leaver Tracker
• Quality Tools worked upon – VERINT, WITNESS, NICE, Q-FINITI, AVOKE CALL
BROWSER.
• Implementation of SharePoint for leads so that data can be shared with the clients.
• Setting up R4S tracker platform, WBS - so that before project starts QA’s and Leads
plan their strategy.
• Project Member – Tools environment change from VPN to OFF VPN – Implementation
Completed
NOC Random – It’s a quality based Lob with approximately 150 QAS. They evaluate calls
for the agents in US on client tool called RMT with a accuracy target of 97%. I have been
successful in driving performance with 98% accuracy. Schedule Distribution is another aspect
which is imperative to be looked at to avoid any penalties.
Key Deliverables:
As a Team Manager:
 Mentoring Amateur Project Leads and coaching them about different phases of team
Handling. Monitoring overall functioning of processes ensuring compliance to the agreed
SLA levels.
 Ensuring that program’s billing is on track, keeping regular checks through TKS reports
(Time Keeping system)
 Extending support to Project Leads to enable them handle the challenges.
 Executing quality projects to reduce costs and improve processes.
 Organising monthly meeting with associates to plan their development and evaluating the
progress made.
 Driving performance and ensuring that people are motivated along with the Team
Leaders.
 Creating and sustaining a dynamic environment that fosters development opportunities and
motivates high performance amongst Team members.
As a SME:
 Managing Back Office, Client Calls and Feedback to the QA’s
 Driving Performance and keeping team motivated.
 Driving accuracy via coaching QA’s at right time.
Extra Initiatives:
Project Planning & Management
 Overseeing and planning for overall project related activities, implementing effective
techniques to bring efficiency in operations, improve quality standards & achieve cost
savings.
 Working on Retention project.
 Conducting sessions on Excel, mail etiquettes and different phases of team for the
Amateur Project Leads.
 Mapping client’s requirements and coordinating implementing processes in line with the
guidelines specified by the client, on Shop Floor.
 Identifying improvement areas & implementing measures to maximize customer satisfaction
levels.
 Staying in continuous touch with Client as an On- Site Resource, to device and implement
Process Improvement Plans.
Team Management
 Imparting training to operators for new/ modified processes for enhancing their
operational efficiencies.
 Mentoring, training & leading team members across the program.
 Creating and sustaining a dynamic environment that fosters development and motivates
high performance amongst team members.
 Laying Growth Plan for members.
 Organizing fun activities for the partners such as Dance and yoga Classes for employees.
Notable Credits
 Successfully completed all testing for tools required for NOC program.
 Rewarded for being prompt for taking care of IT issues in NOC program. Selected as
Escalation Captain for any Application Trouble reported.
 Got outstanding quarter rating for the year 2010, 2012
 Successfully transitioned 8 FTE Quality Process – PSC and actively involved in
streamlining the rostering and scheduling process.
 Recipient of multiple M-Ace Awards in CVG for best performance, Q-Ace for Quarter
(Jan’11 – Mar’11)
 Developing the IOS (Internal Observation Sheet) and the call standards for the processes.
Apr’07 to Oct’08 with I-flex BPO for AHMSI Mortgage Servicing as Sr. Associate
(Mentor)
Key Deliverables:
 Handling the responsibility of overseeing the member retention by adding value &
offering targeted value by updating the members about the service.
 Rectifying the issues being faced by the members by offering packages & persuading
members to continue the services: Administering the customer centric operations
rendering them with suggestions & resolving their complaints & issues.
 Achieving the targets of AHMSI. Training New Batches and carrying out buddy jack
process.
 Delivering 100% client satisfaction to the customer by providing them with right
solutions.
Sept’05 to Mar’07 with Bharti Teletech India Limited for TARGET (US STORE) as Sr.
Associate
Key Deliverables:
 Handling team and giving support to the teammates and also new hires.
 Identifying the development needs of team & helping them through various training
programs.
 Analyze reports and summaries to assist Sr. management in reporting to the client
 Responsible for effectively managing service Quality parameters of the process to meet
the benchmarks/Targets.
 Helping Manager in maintaining real time for the team and keeping records of all off
shore work done by the team.
 Motivating the team to perform at its best in all situations.
Rewards & Recognition
 Got appreciated from Sr. management as well as off shore clients for getting quality work
done with good real time scores for team.
 Got a Rewarded for being Top Performer of January’06, July’06 & September’06.
 Recognized as STAR PERFORMER of the QUARTER.
 Got Customer appreciation E-mail’s from TARGET & Recognized by Managers.
Aug’03 to Jan’05 with ICODE for US Mortgage, US Grants (Outbound Sales) as CCE
Key Deliverables:
 Selling Grants Guide to US Customers.
 Maintaining weekly and monthly data for AHT, Login Hrs. and number of sale made/hour
(SPH)
 Making Verification calls to the customers to ensure better Quality and service.
SCHOLASTICS
MBA – Operations EILLM University, Sikkim 2012
B.Com (Pass) Correspondence, Agra University 2008
12th
National Institute of Open Schooling, 2004
10th
St. Mark’s Sr. Sec School, Delhi, C.B.S.E. Board 2000
Six Sigma Yellow Belt Trained – Convergys
Six Sigma GREEN BELT– Anexas, Denmark
Cisco Certified Network Associate – Trained at Net-Tech Janak Puri
Beginner Level completed for Spanish course – 4 modules
6 Months course in Computer Graphics and Animation
PMP Trained (Preparing for Certification)
TRAINING PROGRAMS
Trained in following programmes:
 Supervisory Skills - Interview Skills
 LPRS - TL Transformation
 MMPFR – Managing to Metrics for positive financial results - Success through People
 Continuous Improvement (CI-3 day Workshop) - CI White Belt and White
Belt Plus
 Six Sigma Yellow Belt Trained - Dynamic Decision
Making
 PMP – Trained (Certification Due) - Leaders as Coaches
Personal Details
Date of Birth 11th
April, 1984
Languages Known English, Hindi & Spanish (Beginner)
Passport Number – K0111764
Passport Number – K0111764
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Resume_Himanshu_Pant

  • 1. HIMANSHU PANT Mobile: 9818563463 ~ E-Mail: Himanshu.Pant@Hotmail.com Seeking Managerial Assignments with an Organisation of repute. CAREER CONSPECTUS  11.3 years of experience in Strategic Planning, Operations Management, Quality, Customer Relationship Management and Coordination.  Proficient in managing & leading teams for running successful operations & experience of implementing procedures, managing backend operations for business excellence.  An Out-of-the-Box thinker with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives and profitability norms.  A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles.  Skilled in effectively managing documents for streamlining systems to facilitate achievement of organizational objectives and ensure profitability of operations.  Track record of excellent project planning, execution within the set parameters and significantly maintained high standards of performance & quality.  Excellent people management & mentoring skills with the ability to train and motivate. A skilled communicator with strong analytical, problem solving, Presentation & interpersonal skills.  A keen communicator with excellent relationship management skills. CORE COMPETENCIES  Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set the guidelines.  Instrumental in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.  Creating awareness for driving the process improvement strategy & methodology, ensuring maximum operational efficiency.  Managing the monthly, weekly & daily report creation through in-depth analysis and producing the actionable information.  Assessing need and preparing business processes for the organization.  Preparing and presenting research / industry reports comprising of industrial trends; interpreting result of research studies and providing business recommendations.  Creating MIS report and presenting it to the concerned department.  Addressing the conference calls to resolve process related issues.  Monitoring the implementation of MIS processes and evaluating their effectiveness.  Formulating program’s performance reports and analyzing them as per program’s prospect.  Designing reporting formats to provide accurate information in a clear and concise manner.  Ensuring delivery of service level metrics, analyzing performance and preparing action plans for areas of improvement.  Identifying loopholes in plans & suggesting corrective actions to improve the same. EMPLOYMENT RECITAL H.Y.P.E.R.Q.U.A.L.I.T.Y (MattsenKumar) Account Manager – Quality – 16th July 2014 – Till Date (Business Insights Group)  Barclays Account – Retention, Care, Fraud, Recovery, BT & Collections  Exelon Account – Electricity Provider in US  Working in close proximity with the Executive Team and continually finding ways to delight our customers. Showcase return on investment to customers.  Leading a team of individuals who are driven to offer actionable and meaningful insights as we all as recommendations for the clients  First point of contact for all client queries including quality assurance and operational readiness
  • 2.  Strategic consulting by evaluating and recommending solutions to improve clients’ business outputs around improving top line, reducing bottom line and enhancing end user experience  Conduct employee development training session for skill set improvement around MS Office Applications & Business Analytics Tools C.O.N.V.E.R.G.Y.S Team Manager – Quality – Promoted Dec 1, 2010 (Project Manager) till 15th July 2014 Subject Matter Expert (August 1, 2009 till Dec 1, 2010) Quality Evaluator (November 14, 2008 till Aug 1, 2009) LOB’s Handled: Team FCR – Team of 26 QA’s and 3 SME’s working on data analytics on FIRST CALL RESOLUTION for AT&T and finding areas of improvisation and DSL Migration Study NOC Special Function- This is a group of 25 QA’s reporting to me currently, who analyze data based on client’s requirement. I work directly with the client and do the analysis to show the trending, prepare presentation for the client and discuss the findings. Based on our findings and analysis, clients make changes in their policies and strategies if required. • Implementation of Tele Presence Environment for Weekly Face 2 Face Client interaction. • Setting up automated Scorecards and Leaver Tracker • Quality Tools worked upon – VERINT, WITNESS, NICE, Q-FINITI, AVOKE CALL BROWSER. • Implementation of SharePoint for leads so that data can be shared with the clients. • Setting up R4S tracker platform, WBS - so that before project starts QA’s and Leads plan their strategy. • Project Member – Tools environment change from VPN to OFF VPN – Implementation Completed NOC Random – It’s a quality based Lob with approximately 150 QAS. They evaluate calls for the agents in US on client tool called RMT with a accuracy target of 97%. I have been successful in driving performance with 98% accuracy. Schedule Distribution is another aspect which is imperative to be looked at to avoid any penalties. Key Deliverables: As a Team Manager:  Mentoring Amateur Project Leads and coaching them about different phases of team Handling. Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels.  Ensuring that program’s billing is on track, keeping regular checks through TKS reports (Time Keeping system)  Extending support to Project Leads to enable them handle the challenges.  Executing quality projects to reduce costs and improve processes.  Organising monthly meeting with associates to plan their development and evaluating the progress made.  Driving performance and ensuring that people are motivated along with the Team Leaders.  Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members. As a SME:  Managing Back Office, Client Calls and Feedback to the QA’s  Driving Performance and keeping team motivated.  Driving accuracy via coaching QA’s at right time. Extra Initiatives:
  • 3. Project Planning & Management  Overseeing and planning for overall project related activities, implementing effective techniques to bring efficiency in operations, improve quality standards & achieve cost savings.  Working on Retention project.  Conducting sessions on Excel, mail etiquettes and different phases of team for the Amateur Project Leads.  Mapping client’s requirements and coordinating implementing processes in line with the guidelines specified by the client, on Shop Floor.  Identifying improvement areas & implementing measures to maximize customer satisfaction levels.  Staying in continuous touch with Client as an On- Site Resource, to device and implement Process Improvement Plans. Team Management  Imparting training to operators for new/ modified processes for enhancing their operational efficiencies.  Mentoring, training & leading team members across the program.  Creating and sustaining a dynamic environment that fosters development and motivates high performance amongst team members.  Laying Growth Plan for members.  Organizing fun activities for the partners such as Dance and yoga Classes for employees. Notable Credits  Successfully completed all testing for tools required for NOC program.  Rewarded for being prompt for taking care of IT issues in NOC program. Selected as Escalation Captain for any Application Trouble reported.  Got outstanding quarter rating for the year 2010, 2012  Successfully transitioned 8 FTE Quality Process – PSC and actively involved in streamlining the rostering and scheduling process.  Recipient of multiple M-Ace Awards in CVG for best performance, Q-Ace for Quarter (Jan’11 – Mar’11)  Developing the IOS (Internal Observation Sheet) and the call standards for the processes. Apr’07 to Oct’08 with I-flex BPO for AHMSI Mortgage Servicing as Sr. Associate (Mentor) Key Deliverables:  Handling the responsibility of overseeing the member retention by adding value & offering targeted value by updating the members about the service.  Rectifying the issues being faced by the members by offering packages & persuading members to continue the services: Administering the customer centric operations rendering them with suggestions & resolving their complaints & issues.  Achieving the targets of AHMSI. Training New Batches and carrying out buddy jack process.  Delivering 100% client satisfaction to the customer by providing them with right solutions. Sept’05 to Mar’07 with Bharti Teletech India Limited for TARGET (US STORE) as Sr. Associate Key Deliverables:  Handling team and giving support to the teammates and also new hires.  Identifying the development needs of team & helping them through various training programs.  Analyze reports and summaries to assist Sr. management in reporting to the client
  • 4.  Responsible for effectively managing service Quality parameters of the process to meet the benchmarks/Targets.  Helping Manager in maintaining real time for the team and keeping records of all off shore work done by the team.  Motivating the team to perform at its best in all situations. Rewards & Recognition  Got appreciated from Sr. management as well as off shore clients for getting quality work done with good real time scores for team.  Got a Rewarded for being Top Performer of January’06, July’06 & September’06.  Recognized as STAR PERFORMER of the QUARTER.  Got Customer appreciation E-mail’s from TARGET & Recognized by Managers. Aug’03 to Jan’05 with ICODE for US Mortgage, US Grants (Outbound Sales) as CCE Key Deliverables:  Selling Grants Guide to US Customers.  Maintaining weekly and monthly data for AHT, Login Hrs. and number of sale made/hour (SPH)  Making Verification calls to the customers to ensure better Quality and service. SCHOLASTICS MBA – Operations EILLM University, Sikkim 2012 B.Com (Pass) Correspondence, Agra University 2008 12th National Institute of Open Schooling, 2004 10th St. Mark’s Sr. Sec School, Delhi, C.B.S.E. Board 2000 Six Sigma Yellow Belt Trained – Convergys Six Sigma GREEN BELT– Anexas, Denmark Cisco Certified Network Associate – Trained at Net-Tech Janak Puri Beginner Level completed for Spanish course – 4 modules 6 Months course in Computer Graphics and Animation PMP Trained (Preparing for Certification) TRAINING PROGRAMS Trained in following programmes:  Supervisory Skills - Interview Skills  LPRS - TL Transformation  MMPFR – Managing to Metrics for positive financial results - Success through People  Continuous Improvement (CI-3 day Workshop) - CI White Belt and White Belt Plus  Six Sigma Yellow Belt Trained - Dynamic Decision Making  PMP – Trained (Certification Due) - Leaders as Coaches Personal Details Date of Birth 11th April, 1984 Languages Known English, Hindi & Spanish (Beginner)