Cooking
Lakshay Kohli
Training And Quality Supervisor
Pune,Maharashtra
Summary
- Certified Gold Trainer | Proven Track Record in Client Management, Auditing, and Escalation Resolution
- Specializing in U.S. and Canadian HR Shared Services, including Health & Life Insurance, HCM, Payroll, and Employee Relations
- Skilled in International Remittances and Banking Transactions for FPS, Supporting Clients like Remitly
- Proficient in Workday, Salesforce, Hinote, Paycom, HR Workways, and More
Overview
7
7
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Training and Quality Supervisor
Full Potential Solutions (FPS)
10.2022 - Current
- Leading quality operations at Remitly, overseeing 4 Quality Analysts, 2 Fraud & Risk Management Specialists and 2 trainers at FPS' Pune office
- Conducted audits on Forex transactions and specialized in customer KYC and documentation review
- Overseeing Training & Quality Projects across Pune & Davao Sites increasing audit sampling, overall site Quality score and Training throughput
- Actively contributing in Collaborations, Weekly Calibration calls, Weekly and Quarterly Business Reviews, KYC Remediation and Process Compliance
- Contributed to process improvement initiatives through analysis, FMEA, and RCA insights in client meetings and Calibration sessions, earning multiple recognitions
Assistant Manager
Wipro
06.2017 - 05.2022
- As a Customer Service Representative (CSR), I managed communications for clients such as Alight, Cigna Corp., Glencore, Cintas, and Rockwell, handling calls, chats, and tickets
- I excelled in managing OFS calls and leading team meetings and training sessions
- Moving up to Assistant Manager, I focused on generating and analyzing reports, ensuring SLAs and TATs were met
- Proficient in MS Office, I seamlessly integrated it into my workflow
- Transitioning to the US Human Resources Shared Service Center, I addressed diverse queries including recruitment, onboarding, payroll, benefits, and employee relations, using platforms like Workday for leave management and compensation processing.
Education
MBA - Human Resources
Symbiosis School For Online & Digital Learning
Virtual 04.2001 -
Post-Graduate Diploma - Digital Marketing
MICA & Upgrad
Virtual 04.2001 -
Bachelor of Science - Hospitality Administration And Management
IHM Mumbai
Mumbai, Maharashtra, India 04.2001 -
XII -
Tiny Tots School
Sri Ganganagar, Rajasthan 04.2001 -
Skills
Customer Service
Time Management
Problem-solving Skills
Communication Skills
Reporting and Analysis
Operational Management
HR Proficiency
MS Office
Data Analysis
Team Leadership
Certification
Lean Six Sigma White Belt & Yellow Belt Certification (Six Sigma Academy Amsterdam: Virtual)
Awards
- Wipro's Yearly Platinum Award
- Wipro's Quarterly Awards i.e. Blaze & Fireball
- FPS Most Valuable Player Award Q1 2023
- FPS Supremacy Award March 2023
- FPS Star Performer Q3 2023
Interests
Movies & Music
Google Guide
Travelling
Timeline
Training and Quality Supervisor
Full Potential Solutions (FPS)
10.2022 - Current
Lean Six Sigma White Belt & Yellow Belt Certification (Six Sigma Academy Amsterdam: Virtual)
09-2022
Productivity and Time Management (Udemy)
09-2022
Managing a Customer Service Team (LinkedIn)
09-2022
Root Cause Analysis: Getting to the root of a business problem (LinkedIn)
09-2022
Business Process Improvement (LinkedIn)
09-2022
Communication within Teams (LinkedIn)
09-2022
Become a better Coach for your team (LinkedIn)
09-2022
Assistant Manager
Wipro
06.2017 - 05.2022
MBA - Human Resources
Symbiosis School For Online & Digital Learning
04.2001 -
Post-Graduate Diploma - Digital Marketing
MICA & Upgrad
04.2001 -
Bachelor of Science - Hospitality Administration And Management
IHM Mumbai
04.2001 -
XII -
Tiny Tots School
04.2001 -
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