1. AARTI AHUJA CHOUDHURY
G-243, Sector-22, Noida-201301
Phone: 98117 55419; E-mail: aartiahuja77@yahoo.com
Seeking assignments in Quality Assurance/Process Excellence with a reputed concern .
Synopsis
Close to 14 years of cross functional experience in various fields; including Quality Assurance and
Operations
Deft in Team Management, Training & Development, Quality Management in the Service Industry.
Proficient at managing & leading teams for running successful process operations. Experience of
developing procedures, service standards for business excellence.
Experienced in leading Lean, Six Sigma and Standardization Projects and in the practical implementation
and on-going success of these Methodologies.
A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating
new design solutions and ideas.
Possess excellent interpersonal, communication and organizational skills with proven abilities in team
management, customer relationship management and planning.
Employment Profile
Serco Global Services Jul’09 – till date
Deputy manager, Quality Operations, Wipro BPO May’07-June’08
GENPACT, GGN Aug’01-May’07
Core Competencies
Team Management
 Execution of standardization initiatives at process level
 Planning targets/glide paths where needed, monitoring and service delivery on KPIs as well as
Internal Metrics.
 Creating and sustaining an environment that fosters development opportunities and motivating the
employees for enhancing the existing performance levels.
Training & Development
 Operational Excellence Training and Development Roadmap planning (Short and Long Term).
 Setting up controls, review and governance structures
 Leading Quality training initiatives to drive coverage at Org level
 Organizing and conducting training and development programs, in association with the
external/internal trainers and consultants.
Process Control
 Mapping client’s requirements and coordinating in developing, implementing and transitioning
processes in line with the guidelines specified by the client.
 Led and established process of risk mitigation through Process mapping and FMEA for all new
transitions
 Spearheaded rollout of transition compliance dashboards, led to improved control/timely delivery
on transitions through timely review and escalations
 Set up and delivered on process of listing opportunities for improvement using an approach of
categorizing process information into voice of business, process, employee and customer
 Created SOPs at org level for review and governance. Led implementation of employee
engagement initiatives within the process excellence function
 Implementing workflows and reporting structures (Internal and Client facing) for pilot projects, to
facilitate structured support in all areas and issues.
Quality Management
 Trained Operations on Lean/Six Sigma Basics
 Involved in Standardization and training initiatives adopting COPC frameworks.
 Regularized update reporting for India businesses
 Actively involved in Implementing standardization initiatives such as Surrogate CSat, Case
Management, Vitality Training and Agent Variation, Forecasting and Scheduling as a part of
Standardisation

2.  Setting of Quality Monitoring tools and Methodologies
Six Sigma/Improvement Projects
 Led and achieved ACHT Improvement - ACHT reduced by close to 15 secs for 9 LOBs in scope,
leading to average manpower reduction by 10%
 Led project on process structuring through extensive process mapping, FMEA and risk mitigation
for first of it’s kind process for India business leading to process meeting all compliance SLAs
within first month of go-live, Resolution TAT improved from 20% to 97% in 4 months
 Led a project for reduction of repeat calls for a D2h process leading toan overall reduction in
volumes by 3% within 2 months.
 Led creation and rollout of comprehensive Transitions Checklist including the scale based criterion
for process classification and toll gates for review
 Led validation of SLA metrics reported for management review. Validated metrics reported for 41
accounts
 Provided approach and Statistical Tool to be used as an early warning signal for identifying
variation for factors impacting Resolution for a recovery queue
 Mentored project for reduction of complaints on social media for a D2h process. Complaints
reduced from > 2 per lac to < 1.5 per lac with reduced call volumes and no penalty within 2
months.
 Actively led planning and roll out of TL capability training across org
Customer Support
 Managing customer service operations for rendering and achieving quality services
 Resolving customer complaints on performance bottlenecks
 Setting up processes & governance structures for post service activities like follow up with the
customers, service reminders and handling customer grievances for superior customer service.
Notable Accomplishments
 Spearheaded various operations entailing team management, training & development, control of
SLA, quality assurance, etc.
 Certified as an active member of ‘MISSION 4.5 SIGMA’ drive initiated by the Quality Department.
 Guaranteed that the overall sigma level of the Process moved from 3.1 to 4.5 sigma in 4 months.
 Distinction of pioneering and implementing best Lean ideas to reduce NVA for team leads in
maintaining leave records and performance evaluation for employees.
 Active member of the core Quality team formed for Six Sigma Training for voice and non voice
processes in Customer service.
 Contributed to the growth of the company by leading a project of automation. Non value add work
for FLMs reduced by streamlining process of incentive disbursement for associates
 Improved LCM Accuracy for a Rail Enquiry Voice Queue from 92% to >95% ensuring client targets
are met
 Helped Proactively drive Training & implementation of capability building structure and creation of
modules for CONQUEST at IGS
 Mentored CSAT improvement project for a travel queue, CSat and FCR improved by 19% and 23%
respectively within 3 months.
 Enhanced customer satisfaction levels by implementing client approved ideas for process
improvement.
 Recipient of various annual, quarterly and monthly awards for exemplary performance
Previous Experience
Usha Shriram Hotels, New Delhi as Sales and Reservation Executive Aug’00 – Aug’01
Academia/Certifications
PMP Training 2010
ISO 9001-2000 Internal Auditor Certification 2008
Dip. in Hotel Mgmt, Catering Tech. and Applied Nutrition IHM, Pusa 1999
AISSCE in Sciences stream CBSE BOARD 1995
HSC CBSE Board 1993
Personal Vitae
Date of Birth ; 14th
December 1977