Open to opportunities

SACHIN MAADHAVI

@sachinmaadhavi

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Quality management professional with 14 years of experience.

India

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What I'm looking for

I am looking for a role that fosters a culture of quality and continuous improvement, where I can leverage my expertise to drive operational excellence and enhance customer satisfaction.

With over 14 years of experience in the quality management sphere, I am passionate about driving organizational excellence through a customer-first outlook, high-quality standards, and a culture of continuous improvement. My journey has equipped me with the skills to lead quality enablement functions and manage complex projects effectively.

Currently, I serve as a Senior Manager for Quality & Training at ConnectWise LLP, where I lead the Transaction, Service, and Continuous Improvement Quality enablement function for the Centre of Excellence. My commitment to operational excellence is reflected in my achievements, including significant improvements in customer satisfaction metrics and process efficiencies.

I hold certifications in Operational Excellence, Lean/6-Sigma, and Project Management Professional (PMP), which further enhance my ability to implement quality initiatives that drive business success. I believe that quality is the foundation of organizational maturity and strive to create integrity frameworks that bolster the credibility and reputation of both individuals and organizations.

Experience

Work history, roles, and key accomplishments

Current

Sr Manager – Quality & Training

Current

ConnectWise LLP

May 2015 - Present (10 years)

Led the Transaction, Service & Continuous Improvement Quality enablement function for Centre of Excellence. Managed transaction and service quality, operational excellence, and continual improvement initiatives.

Quality Management Operational Excellence Change Management Visio

Quality Manager

IBM Daksh Global Process Services

Jan 2013 - Jun 2014 (1 year 5 months)

Headed the Transaction, Service & Continuous Improvement Quality function for the UK technical support telephony vertical. Focused on enhancing quality standards and process efficiency.

Transaction Quality Quality Continuous Improvement Process Management Technical Support Quality Assurance Lean Six Sigma BPM

Quality Operations Manager

Hutchison 3 Global Services Pvt Ltd

Apr 2006 - Jun 2012 (6 years 2 months)

Managed the Transaction, Service & Continuous Improvement Quality function for telephony support and complaints. Ensured high-quality service delivery and customer satisfaction.

Transaction Quality Quality Continuous Improvement Process Improvement Stakeholder Management

Team Leader Operations

eFunds International India Pvt Ltd

Dec 2000 - Mar 2016 (15 years 3 months)

Managed an operations team of customer service representatives handling voice-based customer transactions. Focused on performance management, people management, and achieving business KRAs.

Operations Management Customer Service Performance Management People Management Team Leadership Communication Analytical Skills

Education

Degrees, certifications, and relevant coursework

Symbiosis College of Distance Learning

PGDBA, Operations Management

Completed a postgraduate diploma in business administration with a focus on operations management. Gained expertise in managing and optimizing business processes and supply chains.

K J Somaiya College of Science & Commerce, Mumbai University

Bachelor of Science, Zoology

Pursued a Bachelor of Science degree with a specialization in Zoology. Studied various aspects of animal biology, including anatomy, physiology, and ecology.