Setu Aggarwal
B 1202, Mantri Astra Apartments, Near Hennur Bande, Kalyan Nagar, Bangalore – 560043
Cell +91-9886518500
Email address: agrawal.setu@gmail.com

Summary

A technology enthusiast and data oriented professional with voice of customer at heart. Looking for assignments in a fast track environment that can offer a suitable challenge, learning and rewards while facilitating career growth.

Career Interests
Lean & Six Sigma
Service Delivery
Analytics
Digital Marketing
Project/Program/Service Management
Transitions
IT Service Desk Management
Quality Management
Learning Management
 

Education
2015
Certified
Google Adwords – Search and Mobile Marketing
Google
 
2015
Certified
ITIL v3 Intermediate – Service Operations
QAI (IBM Sponsored)
 
2014
Certified
ITIL v3 Foundation
QAI (IBM Sponsored)
 
2014
Exec. Diploma
Operations Management
IILM, Gurgaon (IBM Sponsored)
 
2014
Trained
Lean
IBM
 
2014
Trained
Six Sigma – Green Belt
IBM and Moresteam.com
 
2014
Certified
Six Sigma – Yellow Belt
IBM and Moresteam.com
 
2010
Degree
Commerce
Delhi University – School of Open Learning
 
2005
Certified
Javascript and Linux
NIIT
 

Job Profile and Skills
Performance Management
Day on day performance management, Continuous improvement, Defect Prevention, Cost control, Waste Management, KPI Management, Analytics, Escalations Management, Automations, Knowledge management
 
People Management
Team development, Employee  engagement, motivation and retention, Succession planning, Performance reviews and Appraisals
 
Training management
New Hire training, Recurrent training, Sales training, Technology Training, Quality Orientation, Behavioral training
 
Service Desk Management
Managing BAU as well as CI for all IT Service Desk KPIs and SLAs – Level 1 and 1.5
 
Compliance
Audit readiness for ISO checks, Internal IBM Standards wrt. WPS, WST, BPMS etc.
 
Incident Management
Responsible for governance and reduction of Minor Incidents (P3 and P4 SLAs) for a Banking client.
 
Service Request Management
Responsible for defining and governing Request Fulfillment SLAs.
 
Business Development
Lead Identification and Qualification, Internet based research, Setting up and coordinating initial appointment, Follow ups and De-briefs, Digital Marketing using Social Media Platforms
 
Sales
Up and Cross Selling (B2B)

Professional Experience
Apr-15
Mar-16
1
Deputy Manager – Service Delivery
IBM India Private Limited, Bangalore (KA) – 2.5 Years
 
Sep-13
Mar-15
1.5
Assistant Manager – Service Delivery
 
Jul-12
Sep-13
1.2
Delivery Analyst – Technical Services
IBM Daksh Business Process Services Private Ltd, Gurgaon (HR) and Noida (UP) – 3 Years and 1 Month)
 
Aug-10
Jun-12
1.9
Lead – CRM Operations
 
Mar-09
Mar-10
1.0
Sr. Service Delivery Mentor
vCustomer/New vC International Pvt Ltd., New Delhi (3 years 11 months)

Jan-09
Mar-09
0.2
Sr. Executive – Business Development
 
Oct-08
Dec-08
0.2
Executive – Business Development
 
Jan-08
Sep-08
0.7
Service Delivery Mentor
 
Sep-07
Dec-07
0.3
Supervisor – Operations
 
Sep-06
Aug-07
0.9
Customer Care Executive
 
Oct-05
Feb-06
0.4
Customer Care Executive
 
Overall Experience:  9.5 Years

Projects and Initiatives
 
2015-16
Application design
Development of Concept for a decision tree based knowledge management system with analytical capability.
 
2015-16
Robotic Automation
Identifying areas within the program which could benefit from Robotic Automation considering BluePrism solution. Successfully identified the first focus area which delivered 66% FTE reduction.

Areas of automation:
Monitoring existing range of printers automatically with 0 human intervention from monitoring devices to routing tickets

Automated email responses and ticket creation
 
2015-16
Continual Improvement
Part of the leadership team preparing a service improvement proposal by balancing cost, time and benefits. Worked on the initial proposal and project document afterwards using customer’s RFP during negotiation phase of the contract renewal. Targeting 30% reduction in cost and 10% improvement in the CSAT simultaneously.
 
2014
Application Compliance
Assessment and compliance of newly developed web applications with respect to IBM’s privacy and development standards.
 
2014
Pool Manager – Lean
Acted as pool manager for the account during Lean and Defect Prevention deployment. Helped deliver 12.7% efficiency with adherence to continual improvement clause on key metrics.
 
2014
Lead
Defect prevention – Reduced defects on “Time to answer calls” to 0.00%
 
2013
Lead
Yellow Belt Six Sigma Project – Reduced the focus group AHT – Increased call handling capacity of the focus group by more than 30%
 
2008
Program Transition
Visited client facility in Washington for TTT and transition of a content management program
 
2007
Knowledge Transition
Knowledge transition and Training for the pilot batch. Handled training, quality and operations all together during ramp.
 
Awards and achievements

2015

IBM India
Recognized as the best First Line Manager for 0% attrition – Jan’15
 
2015
IBM India
Recognized as Top Contributor for 2H – 2014
 
2014
IBM India
Ranked amongst “Top Contributors” for the overall year of 2014 for managing exceptional performance throughout all aspects
 
2014
IBM India
Process recognized as Best GDF Pool – Nov’14 for delivering 12.75% efficiency in additional to delivering new and stretched targets from the client.
 
2014
IBM India
Recognized for lowest attrition under for Voice teams within Business Unit – Q3’14
 
2014
IBM India
Part of the delivery team winning Global Technology Service Delivery Quality Excellence Award in Oct’14
 
2014
IBM India
Part of the service delivery team that won Bravo Award for Service Delivery Excellence –  Aug-14
 
2014
IBM India
Talent Spark – Jan’14
 
2013
IBM Daksh
Talent Spark – Jan’13