Vijay Gopal - LSSBB, PMP, Advocate

Certified PMP and Lean Six Sigma Black Belt. Risk Operations Manager, Team, Performance, People, Program and SLA Management. Data Analytics, Transition, Lean Six Sigma Green/Belt, Kaizen, Heijunka etc. Learning and Development of the Team Members, Project Management, Timely SLA delivery. Partnering with stakeholders globally to streamline training's, performance management and quality metrics and guidelines. Process Re-Engineering, Six Sigma, Lean, Performance Management, Productivity Management.

Certified PMP and Lean Six Sigma Black Belt. Project Management, Program Management, Data Analytics, Transition, Lean Six Sigma Green/Belt, Kaizen, Heijunka etc. Learning and Development of the Team Members, Project Management, Timely SLA delivery. Process Re-Engineering, Six Sigma, Lean, Performance Management, Productivity Management. Process Management: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end; Customer Relationship Management: Mapping client’s requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels

Managing End to End Data Management Services in Life Sciences Industry including the Clinical Human Trial with recommended Changes in the process management. Enhancement of CRM applications. Managing team of Trainers, TL, Supervisor's and Associates and leading the Shop of CRO domain Clinical in Lab Admin dept. for Quintiles. Learning and Development of the Team Members, Project Management, Timely SLA delivery. Process Re-Engineering, Six Sigma, Lean, Performance Management, Productivity Management. Process Management: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end; Customer Relationship Management: Mapping client’s requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Weekly performance review with the customers/clients to ensure we are working cohesively with their objectives. Team Management: Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members

Account Management Operational Reviews Escalations Team Management Operations Management: Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process. Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation. Managing the business of the organization generating revenues worth $600,000. Process Management: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end; Customer Relationship Management: Mapping client’s requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Weekly performance review with the customers/clients to ensure we are working cohesively with their objectives. Team Management: Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members

Leading/Working with a team collecting on PLCC cards issued in the United States of America. Performance Management, Process Management, Team Management, Coaching and Feedback, Transition, Change Management.

Handled escalated customer complaints/queries. Provided operational support to the team on technical difficulties. Training New Hires on Process improvement and the metric understanding