Mr. Anup Kumar
Anup Kumar(MBA | LEAN SIX SIGMA BLACK BELT | POST GRADUATE IN BUSINESS ANALYTICS & BUSINESS INTELLIGENCE/ MACHINE LEARNING | ISO 9001 LEAD AUDITOR CUSTOMER SUCCESS AND BUSINESS EXCELLENCE EXPERT.
A Customer Experience, Business Transformation and Business Analytics expert with 20 years of experience n Banking, Telecom, Contact Centre, Supply Chain, Logistic, ecommerce and Education space.
Expertise in applying Lean, Six Sigma, Machine Learning, Artificial
Intelligence, PDCA, ISO 9001 methodologies and tools. Excellent understanding of work culture, customer needs and markets of Africa (Western and eastern Africa) and India.
Profile Summary
Key Skills
As a Business Analytics Leader
- 1. Driving high impact projects for
Banks, Telecom, Education and
ecommerce businesses through Lean, Six Sigma, Data Mining, Machine Learning and Artificial Intelligence. - Proficient in translating NPS (net
Promoter Score) and business
solutions from Reactive to to Predictive
and Proactive Approach. - 2. Proficient in R Studio, Python, SQL,
Minitab, Tableau, Power BI, Azure ML. - 3.Optimization of Cost and Resources in
BPO/Contact Center Space for global
companies; 70% of experience in
Telecom business of Africa and India. - 4. Leadership role in managing multiple
locations and large teams. Also
competent in handling Individual Contributor Role.
• Redesigned KPI measurement system by integrating all touch points of a transactions into a single and statistically independent system to measure NPS
• Built predictive business models to improve NPS, arrest customer churn, improve customer acquisition rate, link NPS with internal call quality assurance measurement system
• Classified and clustered customers, products & services to increase cross and upselling probability through predictive and proactive business models of Association Rules
• Converted reactive call evaluation and NPS survey approach to 100% predictive approach using Machine • • Learning. It reduces effort and resources by more than 50% and yields a result with an accuracy as high as 93%.
• Built predictive models to arrest employee attrition rate and improve the quality of selection criteria
• Built call volume forecast models for contact centers using high end time series forecasting techniques. This improves the efficiency of resource planning
• Built customer specific predictive models to utilize hold time by offering products & services of his need. This also increases the cross and upselling with 85% probability of conversion.
• Built interactive dashboards for real time stat and prediction
- 5. Transforming and understanding
business objectives for developing
business models. - Converting Quality Assessors to ‘Quality Analysts’ through
extensive Customer Experience
Training Blended with Statistical Tools. - 6. Interacting with clients at CXO level for project approval and negotiation
- Phone: +919354512954
- Email: anup0631@yahoo.co.in
- Address: Sector 10, Greater Noida. India
- DOB: 15/07/1975
As A Process Reengineering Lead
• Identified process gaps, measure the existing performance, analyze and validate the causes statistically, optimize the resources to meet different levels of targets.
• Built a performance score card to allocate optimal resources in contact center environment
• Reduced operational cost and translate cost center/functions into revenue center/functions
• Drove high impact Lean and Six Sigma projects to minimize the variation and defects to improve the bottom line
• Reduced inventory, wait time, average handling time and extended cost to the business
As A Quality Assurance and Training Leader
• Deployed Quality Assurance function at 15+ existing and new centers across India and Africa
• Built, trained and deployed and led large teams of QA, Training and Process Re-engineering
• Developed robust performance measurement system for cross-functions
• Expert in coordinating and collaborating with stakeholders for driving projects
• Enabled employees through role specific skill set has been my priority to build sustainable business strategies.
Domains
• Banks: Two reputed banks of Nigeria
• Telecom: : Airtel (India and Africa), MTN (Africa)
• IVR and CRM Platforms for MTN Nigeria and Zambia
• Mortgage/Loans , Education (Edtech), ESG & Sustainability (Japan)
• Supply Chain & Logistic: Penske Logistic (as a client to General Motors and
Genpact)
• Material Inventory Cost Optimization: Yash Pakka Ltd, India
Education, Trainings & Certifications
• Lean Six Sigma Black Belt from Six Sigma Alchemy, Mumbai
• Post Graduate Program In Business Intelligence & Business Analysis (Data Science) from Great Lakes Institute affiliated to University of Texas at Austin
• Bachelors in Business Administration
• Master in Business Administration
• 3 Year Degree in Hotel & Tourism Management
• QMS ISO 9001 Lead Auditor Certification from German Cert
Employment History at a glance
• Self -employed as Director (ABSC Analytics, India) from August 2021 to present
• Business consulting and training on Machine Learning
• Worked as a General Manager (Corporate Quality)) with Ison Experience, West Africa
regional head from April 2016 to July 2019 (Telecom and Banking)
• Worked in capacity of Dy. General manager (Quality Assurance Head) with iSOn
Experience, Nigeria and West Africa between April 2014 and March 2016 (Telecom and Banking)
• Worked as Center Quality head with Aegis Ltd (Airtel), India between April 2010 and December 2012 (Telecom)
• Worked as Black Belt (Manager) with Genpact, Hyderabad between Jan 2009 and March 2010 (Supply Chain and Logistic).
• Worked with two telecom BPOs between 2003 and 2008 at entry and supervisory
levels