Krunal Patil

[email protected] • 9981995890

PROFESSIONAL SUMMARY

Dynamic Operational Excellence Expert with over 3 years of proven success in driving strategic initiatives within Business Process Outsourcing to boost efficiency, quality, and customer satisfaction. Expert in deploying Lean Six Sigma methodologies, achieving a 15% reduction in operational costs and a 20% increase in team productivity. Adept at leveraging data analytics, change management, and cross-functional coaching to foster continuous improvement and enterprise-wide transformation, delivering measurable value to US client operations. Committed to utilizing performance metrics and innovative solutions to optimize processes and sustain business growth.

WORK EXPERIENCE

Assistant Manager - Operational Excellence
09/2023 - Present
Hexaware Technologies , Bhopal
• Led deployment of Lean Six Sigma (LSS) methodologies across 10+ projects, driving a 15% increase in productivity and reducing operational costs within 12 months, directly contributing to targeted annual savings
• Spearheaded Kaizen events and special initiatives that improved process quality metrics by 20%, resulting in a 10-point increase in customer satisfaction scores and enhanced client retention
• Directed cross-functional teams of 30+ members to identify and eliminate waste, sustaining continuous improvement efforts and exceeding cost-saving targets by 8% annually
• Mentored and trained 15+ team members on Six Sigma tools and Lean principles, fostering a culture of operational excellence, innovation, and improved project delivery timelines
• Collaborated closely with clients to capture Voice of Customer (VOC), implemented tailored solutions and conducted post-implementation analysis to ensure measurable business impact
Sr. Team Lead Operations (US Client Chat)
04/2022 - 08/2023
Hexaware Technologies , Bhopal
• Led a team to reduce shrinkage and attrition through targeted performance management and KPI-driven task allocation, improving overall Quality Assurance and Content Moderation productivity
• Implemented real-time quality audits and corrective actions that decreased error rates, enhancing customer satisfaction and compliance with client standards
• Collaborated with internal and client Quality Teams to recalibrate SOPs and policies, resulting in improvement in process adherence and operational efficiency
• Fostered open communication by actively resolving associate issues and incorporating feedback, which increased team engagement scores
Team Leader Operations (E-Commerce Voice)
12/2021 - 04/2022
Startek , Bhopal
• Led a team of 15+ advisors in an E-commerce voice process, focusing on SOP adherence and quality improvement.
• Optimized key performance metrics including AHT, CSAT, and shrinkage, while supporting training initiatives to enhance team efficiency and reduce attrition.
• Collaborated cross-functionally to align operations with business goals.
Team Leader Operations (USA/Asia Pacific/Canada/Brazil - Voice, Chat & Email)
12/2018 - 04/2021
Teleperformance , Indore
• Led a cross-regional team across USA, Asia Pacific, Canada, and Brazil to consistently exceed KPIs including FCR, AHT, DSAT and Quality metrics, improving overall performance
• Implemented targeted coaching and feedback sessions based on monitoring data, reducing attrition and shrinkage within the first year
• Developed and executed process improvements that enhanced operational efficiency and team productivity, resulting in increase in customer engagement across voice, chat, and email channels
• Mentored and motivated team members to foster a high-performance culture, contributing to improvement in employee satisfaction scores
Client Technical Support Executive
09/2016 - 11/2018
Teleperformance , Indore
• Delivered expert technical support for electronic devices, resolving over 95% of software and OS-related queries on first contact, significantly improving FCR rates
• Achieved and consistently exceeded CSAT and Call Quality CQ KPIs by applying effective troubleshooting and communication skills
• Streamlined support processes by identifying common issues and collaborating with the team to reduce AHT
• Mentored new hires on technical support best practices, contributing to improvement in team performance metrics

EDUCATION

Bachelors of engineering, Electronics and Telecommunications
08/2011 - 06/2015
RGPV, Bhopal
Higher Senior Secondary Education
07/2004 - 04/2011
Jawahar Navodaya Vidyalaya (JNV)

SKILLS

Technical Skills: Business Process Optimization & Re-engineering, Lean Six Sigma & Continuous Improvement, Operational Excellence Strategy & Execution, Quality Management, Automation & Process Digitization (RPA, Workflow Tools)
Soft Skills: Change Management & Stakeholder Engagement, Cross-Functional Team Leadership & Coaching
Tools: Performance Metrics & Data-Driven Decision Making (SLAs, KPIs, CSAT), Root Cause Analysis & Problem Solving (DMAIC, PDCA), Customer Experience & Service Delivery Optimization

CERTIFICATIONS

Six Sigma Black Belt Certification - Level III
12/2023
Advanced Innovation Group Pro Excellence (AIGPE)
Lean Six Sigma Green Belt Certification
05/2024
Advanced Innovation Group Pro Excellence (AIGPE)
Generative AI for Beginners
05/2024
Udemy
Lean Sixma Yellow Belt Certification
Hexaware Technologies