Dilraj Kaur Sandhu
Malad, Mumbai
Summary
- Passionate process excellence & quality professional with a total 16+ years’ experience in Customer Experience, Quality & Continuous Improvement
- Areas of expertise include end-to-end Process & Customer journey mapping, Process structuring & improvements, Problem solving & efficiency improvement using LSS methods, Insight generation through speech & text analytics, Compliance governance, Workload automation, key KPI delivery governance, Disciplinary policy enforcement, External Survey process management, Effective employee motivational & developmental strategies, Training need analysis, Cross- functional collaboration & Client engagement
- Domain knowledge of voice & chat customer service operations and VFX pipeline
- Led Gamification & Automation initiatives
Overview
20
20
years of professional experience
16
16
years of post-secondary education
1
1
Language
Work History
Senior Manager- Process Excellence
DNEG
03.2023 - Current
- Process Standardisation- Identified & championed various process improvement & reporting initiatives, through VFX pipeline journey mapping, brainstorming sessions, detailed RCA to identify failure points & creating SMART action plans. Thus, introducing a standardised approach to Show delivery through actionable insights, regular reviews and timely flagging of risks for proactive course-correction
- Show Delivery Governance- Single-handed developed the Show Delivery dashboard and conducted project-level weekly reviews, to provide data-driven insights into the Show's overall delivery status (STD & week-on-week, with unit-wise, sequence-wise and stage-wise data cuts) and highlight potential risk to client commitment. This regular insight & intervention resulted in early identification of failure-points and course-correction, ensuring smooth & timely delivery
- Server Space Optimisation- Spearheaded the Server Space Optimisation project using LSS methods. Identified & fixed failure points by process streamlining & governance through collaboration with HODs, ensuring timely & accurate weekly show data & render projection, weekly deletion of unwanted versions by artists & timely archival of completed shows, resulting in smooth operation, wastage reduction & cost saving
- Show Lifecycle mapping & standardising- Mapped the end-to-end Show delivery lifecycle, identified process loopholes, streamlined the process & initiated pilot implementation on 2 Shows. The success of this pilot will pave the way to a stronger process-led approach to Show delivery, minimising blind-spots & failures
- Artist Productivity Mapping- Identified need for Artist productivity monitoring & developed the Artist Productivity dashboard, providing departments with week-on-week productivity statistics, skill-wise, tenure-wise, shot complexity wise, quartile analysis, etc. Thus giving the managers data-driven insights for performance conversation
- Show Change Management- Introduced, educated and created change management tools, to document various changes over the course of Show delivery, helping production managers articulate impact on delivery timelines and Show margin
- Show Finance Predictions- Collaborated with the Finance & WFM teams, to predict shift in Show cost/margin due to change in Show HC requirements against planned for the following week, giving the stakeholders insights to make informed decisions and reduce revenue leakage
- Operational Excellence- Achieved operational excellence by brainstorming with SMEs across different Shows, identifying & sharing best practices, and streamlining processes. Developed, rolled-out & governing implementation of Show escalation matrix, to ensure timely resolution of roadblocks and seamless delivery of Shows across sites
- Demonstrated exceptional adaptability in learning new domain (VFX), navigating complex situations and rapidly changing environments with ease
- Balancing competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention
- Cultivating positive rapport across functions to boost confidence in process adherence & continuous improvement
Senior Manager- Service Quality
FirstSource Limited
01.2021 - 03.2023
- Partnering with Operations for key KPI delivery- Responsible for delivery of client KPI for 2 major programmes, through detailed RCA & performance insights, process improvement (customer journey & internal) and collaboration with Operations for people error reduction. Creation & governance of SMART action plans.
- Process Improvement- Continuous collation of process improvement opportunities through various sources. Identification of effectiveness through impact analysis. Collaboration with Operations & Client to test and execute process & customer journey improvements- 30+ process recommendations accepted by client YTD. Hypothesis testing & design thinking methods used to create effective customer & employee journey solutions. In-depth analysis through quartile analysis, LSS methods, targeted monitoring, text analysis etc to identify, predict & reduce performance gaps by partnering in the implementation of effective solutions.
- Compliance governance- Spearheading quality & compliance streamlining process through sampling strategies, internal process definition, reporting management, SOP creation & maintenance, client & internal audit readiness, contractual agreement compliance and productivity improvement
- Efficiency through Automation- FTE reduction through automation for Quality & Operations teams. Team workshops conducted to drive workforce optimization, using techniques like brainstorming, fish-bone analysis & wastage identification. Smart reporting creation, with regular relevance checks.
- Custodian of NPS programme- End-to-end execution of the Client-driven NPS & VOC programme, which focuses on NPS improvement through process & customer journey improvement, VOC analysis, customer feedback processing & service recovery.
- Client engagement- Weekly & Monthly business reviews to share performance insights, improvement initiatives and support required. Partnered with the client to execute customer delight initiatives and process re-engineering pilots. Active participation during client visits & audits.
- Team development- DR succession planning, for self & team. QA lead skill development- leadership qualities, presentation skills, stakeholder management & team management. QA team skill development workshops targeting skills like Ops excellence, Problem Solving techniques, Coaching, excel & powerpoint, etc. Regular connects with the team to motivate, address grievances and take feedback.
- Advisor/Supervisor Skill development- Collaboration with Training team to improve advisor learning effectiveness & experience through gamification. Creation of communication broadcast channel to deliver key instructions to the floor timely for immediate course correction. Creation of broadcasted information repository for future reference. Coach-the-coach programme initiated to develop supervisors' coaching abilities.
Manager- Monitoring & Continuous Improvement
Tech Mahindra Business Services
07.2019 - 01.2021
- Contact centre Compliance & Hygiene management- Regular detailed trend reporting, liaising with Ops to drive People error reduction, Process improvement initiatives basis opportunities identified, liaising with the Audit team to identify any potential risks to hygiene & mitigation through audits and feedback to Ops.
- End-to-end ownership of the Voice of Customer Programme- Service recovery, Customer insights for specific journey improvement activities and for overall customer experience feedback, liaising with clients on the trends observed & recommending policy changes to improve customer journey
- Customer Experience insights- Customer feedback trend tracking & reporting during the execution of a change programme & as a regular practice, providing insights on experience deterrents/risks to allow for timely course correction
- COVID-19 customer insights- Led the real-time customer feedback analysis for M&CI through speech & text analytics, during the initial COVID period (Feb- Mar '20) & provided crucial insights to the business, to enable timely policy changes that helped customers during the crisis period
- Custodian of the CC disciplinary policy- Governance & enforcement of the policy in place for customer & business impacting errors, managing the automation & reporting platform of the policy dashboard, reporting trends, regular policy reviews & working closely with Ops & HR to ensure high level of adherence
- End-to-end CC survey management- Interaction filter management, data processing governance, cross-functional coordination, & liaising with the client & survey provider
- Governance of all contractual deliverables for the M&CI department- Ensuring all M&CI deliverables are met month-on-month and managing internal audit for the department
- CC customer experience scorecard management- Managing the automation & reporting platform of the contact centre quality scorecard, managing client change requests, CC roll-out of the scorecard change, impact analysis of changes proposed by client on the quality metrics of the CC
- Improvement projects- Led improvement projects to provide savings on efficiency parameters like AHT, OB calls, revenue leakage, etc
- Advisor Appreciation Campaign gained a lot of senior management appreciation and helped uplift advisor morale during WFH period
- Consultancy activity- Following a request to observe & provide feedback on the quality procedures of another process, a detailed report was shared with the business owner on the approach, observations & improvement recommendations, post a 3-day onsite visit.
- Collaboration with Ops to drive high standards of compliance & hygiene, & MSA adherence
- Collaboration with the client for insights, scorecard, VOC, compliance deliverables & change requests
Assistant Manager- M&CI
Tech Mahindra Business Services
05.2013 - 06.2019
- Customer experience and journey improvement
- Process mapping and efficiency improvement, which included identifying people and process gaps using the various quality tools
- Trend analysis & insights
- Compliance Management
- Customer Complaints Management
- Client/Stakeholder/Cross-functional engagement, to identify Customer Experience and Process improvement opportunities
- Regular performance reporting to Stakeholders and Clients
- Training need identification and execution
- SOP management
- Improvement Projects and Initiatives-
- Advisor Knowledge Improvement project (2016)- This project involved improving the overall experience and involved working closely with the Client, Operations and Support teams to achieve the desired results
- Contact Centre Customer Experience Scorecard project (2014-15)- This project involved end-to-end (brainstorming, coordination with client & stakeholders, scorecard design, automation, calibration, roll-out planning & execution, governance) rollout of a Quality Scorecard for the Contact Centre, in lines with the revised goals set by the client
- Up-skilling and development of team members
- ESAT management
- Some key Rewards & Recognition-
- Sep ’16- Client award for the Outstanding performance (Customer Centred)
- Jul ’16- Superstar award in the M&CI category
- Jan ’16- Ops Support Top Performers
- Sep ’15- Client award for the Outstanding performance
- Jun ’15- Superstar award in the M&CI category
- Q1-2015 award for contribution to Ops excellence (BQ program)
Quality Leader
Tech Mahindra Business Services
10.2010 - 04.2013
- Pune Sales Team Process Transition: Apr- Oct 2011
- Driving business goals- Sales and Customer Experience through External survey mechanism, Calibration, & Insight generation and action-planning
- Bottom Quartile project (Team Aspiration- Feb 2012)- Worked with bottom performing advisors- achieved 90% of goal in Jan 2012 and 124% of goal in Feb 2012
Quality Coach
Tech Mahindra Business Services
11.2008 - 10.2010
- Monitoring and coaching advisors on customer experience
- Driving business goals, like sales and customer experience through external survey mechanism
- Calibration
Advisor
Tech Mahindra Business Services
01.2007 - 11.2008
- Achieving the set targets for sales and quality.
- Helping new advisors with the process.
Sales Advisor
ERM e-Services Pvt. Ltd
09.2004 - 01.2007
- Achieving the set targets for sales and quality.
- Helping with the launch of new processes.
Education
Bachelor of Engineering - Instrumentation
Bharati Vidyapeeth College Of Engineering
Kharghar, Navi Mumbai 06.2000 - 06.2004
H.S C - Science
Bharati Vidyapeeth Jr. College
Belapur, Navi Mumbai 06.1998 - 03.2000
S.S.C -
St. Anthony Girls’ High School
Chembur, Mumbai 06.1988 - 03.1998
Skills
Lean Six-Sigma Black Belt certified
undefinedCore Competencies
- Self-motivated
- Interpersonal skills
- Team player
- Goal and quality oriented
- Quick learner
Timeline
Senior Manager- Process Excellence
DNEG
03.2023 - Current
Senior Manager- Service Quality
FirstSource Limited
01.2021 - 03.2023
Manager- Monitoring & Continuous Improvement
Tech Mahindra Business Services
07.2019 - 01.2021
Assistant Manager- M&CI
Tech Mahindra Business Services
05.2013 - 06.2019
Quality Leader
Tech Mahindra Business Services
10.2010 - 04.2013
Quality Coach
Tech Mahindra Business Services
11.2008 - 10.2010
Advisor
Tech Mahindra Business Services
01.2007 - 11.2008
Sales Advisor
ERM e-Services Pvt. Ltd
09.2004 - 01.2007
Bachelor of Engineering - Instrumentation
Bharati Vidyapeeth College Of Engineering
06.2000 - 06.2004
H.S C - Science
Bharati Vidyapeeth Jr. College
06.1998 - 03.2000
S.S.C -
St. Anthony Girls’ High School
06.1988 - 03.1998
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