Lavenya P

Established the Global Quality Management System for IT Service Operations and End User Support, driving compliance and consistency across regions. Improved control compliance and sustained 95%+ process compliance through follow-up reviews and evidence validation.

Built and implemented the Global Quality Framework for IT Service Management, setting consistent quality and governance standards across regions. Led the IT service transition from Marlabs to Merck GmbH using Lean Six Sigma and DMAIC, with zero disruption to business-critical operations and a 20% improvement in incident resolution time.

Set up the India operations of a German company as Manager, establishing its delivery processes from the ground up. Built the software team and led recruitment for the new operations.

Supervised a team of 30+ employees and conducted quality audits across multiple service channels. Led process improvement, Kaizen and automation initiatives that streamlined operations and reduced costs.

Managed quality audits for a 56-member team supporting a Cisco B2C process, achieving 99.6% CSAT and receiving the Mentor of the Year Award. Trained new hires on process and customer experience, and produced daily shrinkage and attrition reports for workforce planning.

Oversaw quality assurance for customer care and billing operations supporting processes impacting $50M in revenue. Ran weekly DSAT analysis and implemented Kaizen and automation initiatives across regions and teams.

Advised organisations including EY, IBM and Hexad on process planning, design and transition, covering requirements gathering, process mapping and gap analysis. Supported EY engagements on taxation and compliance solutions for a leading Mauritian bank under strict confidentiality requirements.

Coordinated incident resolution and executed change management within defined SLAs, assessing risks to minimise operational impact. Conducted quality audits across service interactions and published operational reports for management.

Pursued a Master of Computer Applications (MCA) degree from Bangalore Institute of Technology (IGNOU) from 2011 to 2014.

Completed a Bachelor of Computer Applications (BCA) degree from Vivekananda Degree College from 2008 to 2011.