Anil Kumar

Experience

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  Infosys BPM

  Jul 2010 - May 2019

  Team Lead

  1. Adroit in assessing and analyzing the process & accordingly designing, implementing measures aimed at enhancing process efficiency & effectiveness.2. Expertise in designing the process flow charts & documents in an attractive format coordinating with knowledge authors team.3. Reviewing the Statement of work on a periodical basis to ensure metrics are defined properly as per the agreement with the client and ensure SOW portrayed any new process/projects in place.4. Ensure all the process steps have been up to date in Standard Operating Procedure (SOP).5. Identifying concepts of fulfilling knowledge gap between team members to make them aware of the end-to-end process.6. Conducting C-SAT & VOC survey, assessing customer feedback, evaluating areas of improvements & providing critical feedback to associates accordingly. 7. Preparation of KRAs and KPIs based on responsibility and accountability of individual team members.8. Preparation of production plan to fill the knowledge gap between team folks. Conducting the quality quiz, team outing, fun sessions in the team to motivate/maintain a healthy environment. Show less

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  Cisco Systems (India) Private Limited, Bangalore

  May 2019 - now

  Business Process Analyst

  1. Managing projects to change business processing and facilitating process improvement in the Service Contract Management area with a focus on strategy execution, competitive improvement, and innovation on the Install Base Life Cycle Management2. Stakeholder Engagement in a high-paced dynamic environment with a focus on various support models- email, chat, voice support for Partner and Cisco Operations teams3. Worked on streamlining and process standardization, forecast, vendor reduction, capacity planning cost $ saving Finance analytics. SOX Compliance and driving operational metrics4. Develop and implement detailed processes to perform a process assessment on existing asset/contract management to handle the regular maintenance of their Installed Base5. Process Documentation for BPOs to maintain and adhere to the documented business processes6. Digitization Efforts with Robotics- Robotic Process Automation (80%) eliminating human touch by machine learning and improve SLA, Cycle time and Cost Savings for Cisco7. Critical issue point of contact for customer satisfaction, issue resolution and process improvements Show less