1. SONDUTT RATHORE
F- 308 A, Sector 11, Pratap Vihar, Ghaziabad 201009
Contact: +91-9911422454 | Email: son_rth@yahoo.com
Operations – Training – Process Management
Offering 8 years of experience of working in India & Manila, Philippines
Career – At A Glance
 Dynamic & result oriented professional with over 7 years of extensive experience in managing the entire spectrum of
Operations including Training, Service Excellence, Customer Support, Quality Compliance and Team Management
 Demonstrated capabilities in managing process verticals with strong background in implementing process
improvements and quality initiatives for desired performance levels.
 Expertise in maintaining highest level of quality in operations; ensuring adherence to all the quality parameters and
procedures as per the stringent norms
 Possessing valuable insights, keen analysis and team approach to implement best practices used in handling
escalations and organizing training modules, adept at working in high pressure environments with strict deadlines
and multiple deliverables.
 Innovative in designing and framing training modules to effectively and proactively achieve the desired results and
meet the defined SLA’s.
 Demonstrated abilities to motivate and mentor the team, resolve queries, handle escalations with solid contributions
across the career path. Highly analytical and creative abilities with excellent skills in organization development and
talent building.
Core Competencies:
Operations Management ♦ Process Management ♦ Training & Development ♦ Quality Adherence ♦ Process Knowledge
Expertise ♦ Team Management ♦ Customer Services
Certifications:
 Six Sigma Green Belt Certification from Advance Innovation Group
 Lean Awareness Certification from EXL
 TTT-1 (Trained The Trainer) Certification from EXL
 ISO 9001 Certification from Advance Innovation Group

2. Key Attainments Across Career Path
 Successfully migrated US based new process of around 300 FTEs from Manila (Philippines)
 Certification Of Appreciation for successfully driving AIM(All Idea Matter) in the Process
 Certification Of Appreciation for Extra Miler
Professional Contour
EXL Since Oct’08
Process Trainer | Jan’14
Subject Matter Expert (SME) Operation | April’13-Dec’13
Quality Compliance Analyst | May’09-March’13
Customer Care Executive | Oct’08-May’09
 Designing & conducting customized training programs based on process requirements, aligning training &
development initiatives with the organizational goals and providing training on various products as well as voice &
accent.
 Accountable for making schedules and plans for training sessions to the new associates.
 Performing Training Needs Analysis; analyze training requirements while evaluating their errors. Assessing,
recommending and implementing processes, and providing solutions focused on improvement to applications and
working methods for process & operations development.
 Involved in content creation for Training and Production floor; designing pre-process assessment models and develop
assessment tools for all the processes. Creating and document the Standard Operating Procedures for the assessment
division.
 Conceptualizing and implementing need based process modifications like Gap Analysis and Solution Designing after
thorough analysis to enhance operational efficiency and optimize resource utilization.
 Managing the Certification for New Hires as well as handling Client disputes through the mail or over the call on a
daily/weekly
 Giving feedbacks for the erroneous transaction and for individual performance
 Handling monthly calibration to ensure no variation in terms of product knowledge and transaction monitoring
 Focusing on floor walk to support the associate during live transaction
 Involved in the creation of new voice and accent and process related content to facilitate increase in productivity in the
target skill set. Editing/ creating new modules to cope with the ever increasing demands of the various departments.
Accountable for creating a checklist to ensure process updation.

3.  Identifying and executing regular soft skills workshops for employees like communication skills, correct
pronunciation, presentation skills, cross cultural orientation and organization process training on a regular basis.
Mphasis June’07-Oct’08
Transaction Processing Officer (TPO)
Academics
MBA (Operation Management) | Sikkim Manipal University | 2012
Bachelor of Business Administration | Agra University | 2005
12th | UP Board | 2001
10th | UP Board | 1999
Training/Workshop/Camps Attended
 Attended work shop on “IT & Personal Skills”, organized by Institute of Engineering and Future technologies, Agra
 Attended two days training on “Transactional Analysis 101” organized by International Transactional Analysis
Association, U.S.A
 Participated in Three days Trekking Camp organized by Agra Adventure Association affiliated with National
Adventure Federation New Delhi.
Personal Snippet
Date of Birth: 1st May 1984 | Languages Known: English, Hindi | Passport No: K3908297 |
References: