Vikas Sen

About Vikas Sen

Professional with a proven track record of strategic QA vision, quick delivery,and ability to inspire/mentor quality assurance teams to implement latest QA program for maintaining the quality standards. Person with correct mix of transitional and current (Modern) operational excellence methodologies with eagerness to enhanced it\'s tool kit.Core competencies :•Close familiarities with tools, concepts and methodologies of quality management.•Eye of details - Plans and organise tactics for improvements of work.• Good team handling abilities - possess the ability to interest and convince other when changes are required.•Presentation and technology leading skills, result -oriented person.Great experience in customer service industry and Have been involved in delivering services in various projects across domains with different roles and responsibilities.

Experience

1. Service Team Manager

   Netlink Software Group America Inc

   Sep 2011 — Present · Bhopal, IN

   Expertise in managing various functions related to process-defined SLA’s. An excellent planner and strategic with proven abilities in accelerating growth and generating customer loyalty levels. Extensive experience in operations management and analysis leading to customer satisfaction-Successfully handled critical bridges (P1/P2/P3) for foster transparency in the process-Implementing Problem Management to reduce mean time to resolve (MTTR), improve service quality, and enhance customer satisfaction-Facilitating onboarding training sessions for new joiners-Providing coaching and mentoring to the team-Good knowledge of Data Analytics & Data Management-Generated SLA/ageing reports on a daily, weekly, and monthly basis on incidents for trend analysis-Performed root cause analysis of critical incidents, identifying and implementing preventive measures resulting in a reduction in recurring issues-Leading Engagement at Process Management

Education

• Jiwaji University

  Bechelor of Commerce

  2002 — 2005