Ashish Garg

Experience

• 

  IBM Daksh Business Process Services Pvt. Ltd.

  Jun 2012 - Aug 2013

  Practicioner-in-CRM Operations

  • Handling the customer query over the call/Email.• To check and verify the details of the customers accounts.• Informing the benefits of various plans to the customers.• Activating /Deactivating Services/Plans on Customers request.• Resolving Complaints of Customers.• Passing waivers to the customers.Other responsibilities: -• Provide training of New Joiners.• Helping New Joiner’s in passing their On Job Training.• Floor Support.

• 

  GENPACT

  Jan 2014 - Jul 2014

  Executive

  • Verifying Customers details with NBS Data base.• Opening of Tax Saving A/c’s Like Loyalty saver A/c, ISA saver A/c etc. after verifying available balance in customer’s A/c.

• 

  Accenture Service Private Limited

  Jul 2014 - Jun 2017

  Senior Transaction Process Analyst
• 

  Accenture Solutions Pvt. Ltd.

  Jul 2017 - Jul 2020

  Subject Matter Expert

  Assigning work to team members and helping them to close it withing TAT.

• 

  Accenture in India

  Jul 2020 - now

  Managing workflow of SPS ASAP Philips team, handle escalations /complaints and address the issues and effectively delegate workload across the team for forward Medical spare parts supply chain project (Order management).• Monitoring client queries and ensure productive and high quality responses are provided, serve as a primary point of escalation for client queries/complains, direct the prioritization of work and providing Root cause analysis with structural fixes.• Works to build and maintain customer trust solving complex customer support issues and proactively heading off negative service trends. • Identifying and eliminating root cause barriers to accuracy, productivity, quality and lead investigation and root cause resolution for high impacting issues.PRODUCTION:- Accountable for data accuracy, timeliness and overall quality of the work product- Maintain business dashboards and conduct Daily management meetings.- Creating/Amending SWI's and training material for new process and train new hiresWORK MANAGEMENT:- Prioritizing multiple requests according to stakeholders needs and requirements.STAKEHOLDER MANAGEMENT:- Work with clients to identify and resolve their concerns.- Build a trusted- advisor relationship with key stakeholders. Show less Incident management with Root Cause analysis of concerns and Preventive action to fill process Gap.KT & Reverse KT-Training & Quality Assurance and Creation of (WI/Training Material/DLPM/FMEA).Preparing Weekly Decks to show the performance/health to the client.Performing regular audits/Live audits to maintain the quality score as per the defined standards.Monitor client queries and ensure productive and high quality responses, serve as a primary point of escalation for client queries, prioritization of work and providing Root cause analysis with structural fixes to ensure noise less delivery.-Coordinate operational preparedness for process enhancements and support of new process functionality.- Develop/implement action plans to achieve desired performance levels.-Identification of improvement areas and making action plans for improvementDemonstrated abilities in addressing operational issues, resolving performance and achieving desired objectives. Effective communicator with excellent interpersonal and organizational skills.Monitoring availability of stock, making appropriate arrangements (PO & STO) to ensure on time deliveries.Managing logistics operations involving coordinating with RDCs / LDCs for Air/Rail/Road Transport to achieve seamless & cost-effective transport solutions. Coaching the Team of Backward and forward supply chain. Show less

  • Team Leader SPS ASAP Philips

    Aug 2021 - now

  • Advance Support Group

    Jul 2020 - now