Bakhtavar Elavia

Experience

• 

  Tata Consultancy Services

  Aug 2004 - now

  Tata Consultancy Services helps design, enable and execute business operations to 'The Dow Chemical Company' customer, a leader in specialty chemicals delivering products and solutions to markets such as electronics, water, packaging, energy, and coatings. Work History while working in partnership with Dow customers:• Directed planning and implementation of Enterprise platform - 'Service Now' for business clients across 6 geographies impacting 300+ users.• Collaborated with client partners to develop framework and streamline Robotic Process Automation process globally. Pipeline of 20+ projects created; 5 projects successfully implemented resulting in savings of $ 180K. • Recommended and established channel with Digital Network of Excellence - Robotic Process Automation, Analytics & Insights, Innovation and Transformation to leverage best in class industry practices and digital technology.• Process Improvement projects lead as 'Innovation Champion' and 'Robotic Process Automation Lead' to innovate and automate processes in delivering business benefits. • Recommended process improvements for strategic projects like Emergent Model for Center Of Excellence, Business Process Mapping (BPM), Digital Re-imagination Model for 'Order to Cash' • Implemented comprehensive tracking process as part of 'Global Resource Strategy' project to evaluate strategic business alignment of work performed from Global Delivery Centers. • Spearheaded launch of Leadership Newsletter for client partners, creating value through digital and technology capabilities leveraged across other industries. • Recommended process improvements and boosted client revenue by exceeding annual productivity targets by directing and driving projects.• Lead and mentored Improvement projects (Green Belt,Black Belt & Lean) and developed people competency through successful completion of 30+ GB, 3 BB certifications. Show less Tata Consultancy Services helps design, enable and execute business operations to 'The Dow Chemical Company' customer, a leader in specialty chemicals delivering products and solutions to markets such as electronics, water, packaging, energy, and coatings. Work History while working in partnership with Dow customers:• Program managed "HercuLean" event in 2013 driving 100% project closure and realizing benefits of $150K. • Recommended improvement in design workflow of Project Portfolio Tool, Quality Assurance Framework.• Directed and planned on creating "Quality Corner" and "Quality Catalog" for client engagement and employee participation.• Spearheaded CMMi Svc Level 5 certification process at account level and worked towards external assessment readiness.• Implemented a set of comprehensive tracking processes - Digital Management Dashboards, Metrics Dashboard for Leadership visibility. • Deployed quality practices and tools such as estimation models, FMEA, Process Maps, and Measurement systems. • Conducted trainings on Quality and Lean Six Sigma Tools, Green Belt and Black Belt courses, Continuous Improvement Frameworks and Standards, Application of predictionmodels - Volume forecasting & Resource Estimation models.• Engaged in Process Due-diligence and transitions to ensure seamless transition of work with zero risks Show less Tata Consultancy Services helps design, enable and execute business operations to 'Indian Hotels Company Ltd. (IHCL)' customer, a leading Indian chain of hotels and resorts providing luxury experience to the guests. Work History while working in partnership with TAJ customers:• Managed operations for Global Reservation Voice Center with an employee base of 120+ team members. Lead a team of 20+ Customer Service Agents and conducted performance reviews. • Executed 'end to end' operation setup of Business Continuity Plan (BCP) site in Chennai from inception. • Improved center functionality and service capacity by resolving customer complaints efficiently and ensuring adherence to Service Level Agreements.• Developed and set-up Training & Quality Control Process, towards new joiners Day 1 readiness.• Managed high call volume with tact and professionalism during crisis management and peak volume inflow. • Collaborated with Sales and Marketing, Revenue Management, Hotel Reservation Offices to work on customer enquires and maximize revenue through sales. Show less

  • Program Manager

    Nov 2019 - now

  • Lean Six Sigma Master Black Belt

    Jan 2018 - Oct 2019

  • Center of Excellence - Account Manager

    Nov 2015 - Dec 2017

  • Quality Lead

    Apr 2010 - Nov 2015

  • Team Leader

    Aug 2004 - Apr 2010