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Exp | Hands-on experience on Purchase Order Archiving. |
Exp | Good experience in EDI/IDOCs functionality such as IDOC processing, identifying and resolving errors, setting up partner profiles etc. |
Exp | Responsible to create various background jobs in order to automate the processes, data update etc. and thereby avoid manual intervention and memory consumption as well as save time consumption. |
Exp | Worked on stock comparison and various system inconsistency reports. |
Exp | Responsible for identifying solutions for repetitive issues as a part of Problem Management. |
Exp | Have worked in number ranges for supply chain relevant objects. |
Exp | Resolved post Go-Live, post SP upgrade and post-release issues. |
Exp | Provided support on Year-end closures (YEC). |
Exp | Pro-actively upskilled team on the business processes. Also have provided training to the end user for carrying out business transaction more efficiently. |
Exp | Have created Knowledge Articles for solution re-use. |
Exp | Service Improvement and Cost Saving Effort: |
Exp | Optimization such as correcting error messages in IDoc failure in various message types. |
Exp | Have reduced the failure frequency for batch jobs. |
Exp | Have reduced obsolete IDocs and batch jobs for reduction in cost. |
Exp | Removed various inconsistencies issues such as stock inconsistency, duplicate Requirement. |
Exp | Brainstormed & implemented multiple Service Improvement plans across MM, WM, IDOCs to save business cost & time. |
Edu | Education Qualification |
Edu | EXAMS INSTITUTE BOARD/UNIVERSITY YEAR PERCENTAGE |
Edu | B.E(MECHANICAL AND PRODUCTION) Sathyabama University, Chennai, Tamil Nadu. Sathyabama University 2013 81.26% |
Edu | Intermediate (12th) D.A.V Kapildev Public School, Ranchi, Jharkhand. AISSCE 2007 75.83% (Total of 6 subjects) |
Edu | Board Examination (10th) St. Xavier's School, Sahibganj, Jharkhand. ICSE 2005 79.66% (Total of 6 subjects) |
QC | Achievements |
QC | Performance Award for Delivery excellence in FY’17. |
QC | Appreciation from client globally for optimization. |
QC | Trainings Attended |
QC | SAP MM by Wipro Technologies |
QC | SAP WM by Wipro Technologies |
PI | Personal Details |
PI | Date of Birth: 23.06.1990 |
PI | Languages: English, Hindi. |
PI | Current Location: Kolkata, India |
PI | Permanent Address: House no. 3B, Habibpur – Pipe line Road, Sahebganj- 816109, Jharkhand. |
PI | Dilkhush Bharucha |
PI | 5/Ajeet Bld, Plot no 148, Sher-e-Punjab Society, Next to Tolani College, Andheri (E), Mumbai - 93 |
PI | Customer Service & Operations |
PI | Commerce graduate with 7 years work history in operations management specializing in branch operations, customer service and new business generation through up-sell/cross-sell. |
Exp | ICICI Prudential Life Insurance Company, Mumbai |
Exp | Feb ‘06 – Mar ‘12: Branch Customer Service Manager, Mumbai |
Exp | Oct ‘08 – Mar ‘12: Led a team of 8 employees and 7 CPAs to manage a customer base of appx 1.1 million with AUM of appx.8185 million to deliver following responsibilities:- |
Exp | (1) Customer Service: |
Exp | Manage customer service framework of branch and provide end to end resolution of all customer interactions. |
Exp | Provide resolution to customer complaints and escalations within TAT and take initiatives to reduce their origination while adhering to closure quality norms. |
Exp | Execute customer retention exercise to guard against leakage in AUM. |
Exp | Achievements: |
Exp | Number of complaints reduced to 20 per quarter from 170 per quarter by end of FY 2012. |
Exp | Retention increased to 40% of surrender request/ partial withdrawal request by end of FY 2012. |
Exp | (2) Operations: |
Exp | Adhere to company guidelines for error-free processing of applications via proper and timely training to related parties. |
Exp | Liaise with Central Operations and Central Underwriting teams to |
Exp | (a) enhance sales support for timely policy issuance and |
Exp | (b) ensure timely settlement of claims. |
Exp | End to end supervision of new advisor membership applications along with training of sales managers on underwriting norms. |
Exp | Manage daily branch reconciliation along with various MIS as desired by management. |
Exp | Achievements: |
Exp | Attained Six Sigma (monthly review) in branch operations for three consecutive years. |
Exp | Branch audit received ‘Green’ tag for 2 consecutive years highlighting the highest level of compliance. |
Exp | (3) Revenue generation: |
Exp | Achieve renewal targets for the branch as communicated from time to time and contribute to branch revenue maximization via Top –Up solicitations. |
Exp | Provide Service-to-sales via new policy solutions for branch Walk-Ins and references. |
Exp | Achievements: |
Exp | Led the branch to attain 3rd position Pan India for achieving record sales via sales-to-service channel. |
Exp | (4) Additional: |
Exp | Pan Mumbai responsibility of off-role employees’ on-boarding and vendor management. |
Exp | Process request for additional off-role employees’ hires basis productivity matrix and appropriate approvals. |
QC | Honors |
QC | 2012: Awarded ICICI Prudential prestigious TATVA GOLD STANDARD for excellence in customer service, branch operations and contribution to branch business. |
QC | 2011:Awarded TATVA for display of right leadership & environment in Q2. |
QC | Awarded ‘Extra Mile’ for achieving renewal premium of INR 2 million in the last week of November. |
QC | 2010: Awarded Master Blaster for exceeding revenue targets under service to sales category. |
QC | 2006-09: Awarded with “HOWZATT” 6 times for initiatives other than key result areas. |
Exp | Career Progression |
Exp | Feb ‘06: Appointed as Company Customer Service Executive to manage branch-related customer queries with ICICI Prudential Life Insurance. |
Exp | Feb ‘07: Promoted as Customer Service Associate with additional responsibilities of branch operations. |
Exp | Sep ‘07: Promoted as Branch in-charge with responsibilities of team management for branch service and operations apart for customer escalations. |
Exp | Oct ‘08: Promoted as Customer Service Manager for management of Tier I branch. |
Edu | Educational Qualification |
Edu | Mar 2005: Bachelor of Commerce, Mumbai University with specialization in Accounts |
Edu | Mar 2002: Higher Secondary Certificate (HSC) from Maharashtra State Board |
Edu | Mar 2000: Secondary School Certification (S.S.C) from Maharashtra State Board |
PI | Personal Information |
PI | Date of Birth: 5th November, 1984 |
PI | Marital Status: Single |
PI | Handphone: +91 9833243441 |
PI | Email ID: dilkhushb@gmail.com |
PI | Religion: Zoroastrian |
PI | Languages known: English, Hindi, Marathi, Gujarati. |
PI | SATTAM DAS |
PI | Email Id: sattam123@gmail.com |
PI | Phone: 9609652375 |
Sum | Personal Summary |
Sum | 1.8 years of experience in Appian BPM. |
Sum | 2 years of IT experience. |
Sum | Appian Analyst Credential certified BPM practitioner. |
Sum | Pegasystems Certified System Architect (CSA) 7.1 BPM practitioner, excellent hands-on. |
Sum | Well versed with SAIL terminologies and experience in designing user input forms, Tempo reports, CDT structure. |
Sum | Good experience in designing and developing Appian-BPM based applications. |
Sum | Was part of the BPM COE team in Mphasis. |
Sum | B.Tech in Computer Science & Engineering with 8.2 DGPA. |
Skill | Technical Competencies |
Skill | BPM products: Appian 16.2, Pega PRPC 7.1 |
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