Posted on Sat, 9 Apr 12:19 CDT

KRUNAL R ADHYARU
Contact No.: +91-9898009795 		E-Mail: adhyarukrunal@gmail.com; 
http://in.linkedin.com/in/krunaladhyaru
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~ SEEKING MIDDLE LEVEL MANAGERIAL POSITIONS IN ~
Business / Process Analysis, Operations Management & Process Improvements
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Certifications:
	Lean Six Sigma Green Belt Certification
	ITIL V3 Foundation Certification (ITSM)
	Tata Business Excellence Model Assessor (Silver Grade)
	Intellectual Property Protection (WIPO Authorised)

Brief Overview
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	A competent oriented professional with 3 years of sound experience in Business 
Analysis, Operations Management, Client Relationship Management along with 2 months of 
international work experience in Cable & Wireless, London, U.K.
	Seeking opportunities for increased leadership, strategy and general management 
responsibilities in order to make a positive difference in a challenging and rewarding 
environment by utilizing domain and management expertise
	A highly flexible, ambitious, self motivated individual with sound experience in 
consulting domain
	Passionate about achieving operational efficiency through people development.
	A strong strategic thinker & innovative with a can do attitude & with belief 
that continuous improvement is must for success in todays challenging global market
	Innovative individual with excellent analytical skills combined with a 
persuasive ability to communicate ideas and shape teams.
	Experienced in business analysis (requirement gathering), preparation of process 
map as well as specifications of validations for converting business requirement.
	Excellent networking skills with an ability to communicate effectively at all 
levels.
	Deftness in monitoring delivery of high-quality customer experience, elevating 
customer satisfaction, while adhering to the SLAs and work processes.
	An ardent analyst, with a flair for adapting quickly to dynamic business 
environments. Skilled in adopting a pragmatic approach in improvising on solutions and 
resolving complex business issues.
	Basic understanding of working in many facets of business continuity planning 
such as Emergency Response Planning, Risk Assessment, Business Impact Analysis, Recovery 
option  analysis and recovery strategy definition, BCP documentation,  BCP 
Implementation.
	Identify opportunities for standardization/centralization of processes and 
provide optimum solution &  good blend of process reengineering skills
	Coordinating with the ISO Certification Process & Internal/External auditing 
skills. 
	Proficient in running successful process operations; experience of developing 
procedures & service standards for business excellence.
	Possess excellent interpersonal & organisational skills along with team 
management 

Proficiency Forte 
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Business Analysis
	Facilitated multi-level workshops to analyze strategic needs for customers
	Identifying pain points, define CTQs & improvement opportunities.
	Participating in high level solution design.
	Ensuring process improvements based on Voice of Customer (VOC) & Voice of 
Business (VOB).
Operations Management
	Maintaining high discipline and norm adherence, coordinating with clients for 
cross teams and innovative suggestions to improve operational functioning. 
	Coordinating with the seniors (Should be team) for providing inputs for process 
control and ensuring end to end complaint resolution (should be TAT adherence for 
Service Provisioning)

Process Management
	Handling the escalation cases, providing support for the same, managing risks 
and issues, and providing business solution to the client. 
	Monitoring the SLA’s, KPI’s for the process, identifying & analysing the problem 
areas and determining a solution to resolve the issue. 

Customer Relationship Management
	Mapping and 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.

Employment Chronicle			
	                                                   				
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Since Aug’07-Sep ‘10: Tata Communications, Pune as Process Analyst

Highlights:
	During 3 years of working with Tata Communication, received around 2 months of 
Onsite Process Transition experience at Cable & Wireless Access, London (UK) at the 
starting of career.
	Youngest in the organization to get nominated & successfully completed the Tata 
Business Excellence Leadership Program (BELP), conducted at Taj Connemara Chennai, one 
of the most reputed training in Tata group, given to the very rare & potential 
employees/Future Leaders in order to make them ready for Internal/External Assessment as 
well as implementing Business Excellence throughout the Tata Group. Also now a SILVER 
LEVEL qualified member of TBEM Internal/External Assessment team.
	Key participant in the implementation of DPA Act for Belgium-UK-Europe within 
the organization.
   
	Awards received:
o	Extra Mile Awards from Cable & Wireless for outstanding efforts in Quality 
Improvement & SLA improvement in 2 consecutive quarters.
o	SI India Awards from COO-Certificate of Excellence for exceeding expectations & 
delivering excellent Customer Service.

Major Projects Managed
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Title			:	Project Constellation					
	Duration		:		2 months
Client			:	Tata Communication, PUNE				
					
Position		: 	Process Writer/Process Analyst
Functions		: 	Corporate – Transition-Tata Improvement Model of 
Excellence (TIME)
Tools Used    : 	ITIL Foundation, 6 Sigma Green Belt Tools & Templates, MS 
Office, MS VISIO, MINITAB, Project Management, Business Process Re- 
engineering/Management
Deliverables	:	
	Analysing client’s current business environment, processes and the desired end 
state.
	Identifying pain points, define CTQs & improvement opportunities.
	Preparing As Is & To Be Process Maps.
	Ensuring process improvements based on Voice of Customer (VOC) & Voice of 
Business (VOB).
	Working with Operations team to improve quality and ensuring continuous 
improvement.
	Preparing LWI /Training & Process Manuals.
	Ensured quality of deliverables to the client by working closely with the 
stakeholders 
	Participating in high level solution design.
	Validating & obtaining Sign Off of designed process maps.
	Applying improvement methodology such as 5S, Kaizen, PDCA, KPIs, Problem 
management, Root cause analysis
	Effectively resolved conflicts between various stakeholders enabling the 
agreement of a common agenda
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Title			:	E-Mail Helpdesk Process Improvement.      (Six Sigma 
Project)  Duration		:		3 months
Client			:	Tata Communication, PUNE
Position		: 	SIX SIGMA GREEN BELT –Quality Analyst
Functions		:	Corporate – Transition-TCL Improvement Model of 
Excellence (TIME)

Deliverables	:	
	Improving the lead time to book ticket to facilitate faster troubleshooting, 
better CSAT and Resolution Efficiency using Six Sigma DMAIC Approach. 
	The aim was to develop the ticket booking time from 65% in 30 minutes to 95% in 
30 minutes & 87% in 60 minutes to 100% in 60 minutes. 
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Title		:		Cable & Wireless Access
Client		:		Cable & Wireless, UK
Position	: 		Cease Process SME (SUBJECT METTER EXPERT)-Executive 
Networks
Functions: 		Service Provisioning-Operations/Transition
Deliverables	:	
	Working on Access network providing end-to-end delivery for wholesale partner 
Provisioning, service coordinating and testing the access network services to customer 
utilizing in-depth knowledge in the field of ADSL, SDSL, SMPF and MPF. 
	Proactively negotiating with the clients to extract more business for the Indian 
team
	Improving DOT (Delivery on Time) of the services to the Customer.
	Proactively monitoring customer satisfaction & putting efforts for the 
improvement
	Ceasing & modifying the Access network services.
	Handling customer and field coordination with Other License Operator (OLO).
	Doing the manual intervention while the orders are not flowing automatically 
through the system.
	Raising, escalating, monitoring, controlling & closing incidents with the 
internal IT team for the quick resolution of faults / RFCs generated while provisioning 
the service. 
	Providing technical support & solution to various customers.

Since ’10: National Institute of Smart Governance, Department of Information & 
Technology (NISG-DIT) 
Position:	Change Management - Business process Re-engineering
Designation:	Consultant
Department:	SeMT
Job Objective: The objective of this job is to assist the State Departments in carrying 
out Business Process Transformation exercises entailing efficiency improvements for the 
e-governance projects.

Primary Responsibility:
•	Assist in identification of capacity gaps in carrying out BPR exercises and 
develop plans to address the same
•	Study and evaluate the  need and importance of the BPR initiatives being planned 
by different PeMTs/ State Departments 
•	Assist in the prioritization of the BPR initiatives related to a particular e – 
governance initiative
•	Provide program level monitoring of the BPR initiatives being carried out by 
different departments and ensure uniformity as well as adequate level of synchronization 
among them
•	Provide inputs on the institutional/ legal/ procedural implications of planned 
process changes and ensure that the respective departments are sufficiently informed on 
the same
•	Collect and provide benchmarks as well as best practices for different processes 
to the state departments to avoid duplication of effort and to shorten the learning curve
•	Conduct cost benefit analysis of different BPR initiatives to evaluate the 
efficacy of the planned process changes
•	Study the projects of various departments and suggest prospective use of tools 
like BPM (Business Process Management) etc , or alternatively guide them on the best way 
forward 
•	Increase the awareness about the importance of BPR exercises among the State 
Departments/ PeMTs 
•	Liaise with the BPR team at NeGD and provide critical inputs for designing 
guidelines and policies around various Government Process changes

Training / Certification								
	
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	Training on SDH, PDH, ADSL, SMPF, MPF and ADSL.
	Training on Data Protection Act Belgium & European Union, UK, ISMS-ISO-27001, 
IMS-PASS 99, ISO 9001, ISO 14001 & BS 18001.
	Training on PMP (35 Contact Hours-A Pre-requisite for PMP certification). 

Training Organized (within the team)							
			
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	Organization Behaviour.
	Data Protection Act-UK, Belgium, Europe-EU (Scope: Across the organization-First 
time in India, any company is achieving this Certification Standard).
	Information Security Management System-ISMS (Scope: Across the organization).
	Six Sigma Green Belt Orientations.
	ITIL FOUNDATION- ITSM Overview.


Extramural Engagements							   
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	Mentoring the work of junior members of the team.
	Facilitating ISO Implementation within the organization.
	Training new joiners to the organization on ISMS & organizational policies in 
order to make their transition into a new firm easier
	Creating & maintaining centralized knowledge database for the team for sharing 
the best practices inside the team. It also includes Root-Cause Analysis of critical 
issues which helps in Problem Management & Process Change Management.

Scholastics
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2007:	B.E. in Electronics and Communication from SVIT (Sardar Vallabhbhai Patel 
Institute of Technology), Gujarat University. Secured 71%
2003:		12th in Science from Sardar Vinay Mandir School, GSEB, Gujarat. Secured 
76%
2001:		10th from Sardar Vinay Mandir School, GSEB, Gujarat. Secured 92.57%

Personal Minutiae
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Date of Birth			:	29th November 1985
Address				:	35/1, Sadhana Nagar Society, Karelibaug, Baroda, 
PIN Code-390018, Gujarat
Linguistic Abilities	:	English, Hindi and Gujarati.	
PASSPORT NO		:    G4502511