Sushil Goyal
Project Manager @Severn Trent
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WORK HISTORY
Project Manager @Severn Trent
Mapped current customer journeys for Severn Trent Water, highlighting current customer’s pains and process entanglements, customer’s objectives versus Severn Trent’s deliverables, customer’s delight points with emotional distress signals, breaking legacy cultural barriers, demystifying the beliefs of customer service expectation model.Currently leading customer requirement of the project for new CRM system encompassing the new way of servicing customers, new customer journeys, new channel incorporations, shifting the customer base between channels, digitising white mail.
EDUCATION
Vertex and Capita
Six Sigma Green Belt certified, Continuous Improvement
APMG
Prince 2 Practitioner, Project Management
The Global Open University Nagaland
Bachelor of Arts (B.A.), History
APMG
Prince 2 Foundation, Project Management
SKILLS
ABOUT SUSHIL GOYAL
I have over 12 years of experience in business outsourcing, operations and project management, during which time I have gained deep experience in the fields of Utilities, Collections (first and third party), Quality Assurance and Contract lifecycle support functions. I am Six Sigma and Prince 2 practitioner certified, I was working as Manager of Operations in India. My core expertise lies in operations and project management, including process controllership (quality assurance and tracking), workflow management (throughput and volume management), project management and people management (professional development and retention)
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