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									                                             Kunal D. Bhonsale
Curriculum Vitae
                                              +91 98508 49983

Curriculum Vitae
Name:                     Kunal Dhananjay Bhonsale

        1994       SSC, Nirmala Convent High School, Satara, Maharashtra
        1995       FYJC, Yeshwantrao Chavan Institute of Science, Satara, Maharashtra

Degree and Qualifications
        2000    D.CH (Diploma in Chemical Engineering) Jawaharlal Nehru Institute of Technology,
                Bharati Vidyapeeth, Pune, Maharashtra.
        2005    D.B.M (Diploma In Business Management) Wellingkar’s Institute of Management &
                Research, Matunga, Mumbai, Maharashtra.

Experience Summary: -
Overall 8 years of experience managing customer business in the area of Industrial Production,
Marketing, BPO sector, and IT industry ,technical support & process executive further divided into:-
    1. Quality Representative (QR) with Cognizant Technology Solutions handling various verticals like
       Banking & Financial, Retail &Hospitality, Communications, Manlog etc.
    2. Enterprise Support (Incident Management) with Cognizant Technology Solutions in Banking and
       Finance Domain.
    3. Technical Support with WIPRO BPO Ltd in Desktop, ISP and OS related issues for AT & T
    4. Worked as Floor Support wherein he used to take escalated calls, mentor the new advisors on
       the floor & helping the Team Leader to maintain the data for the team.
    5. Joined Cognizant in July 2        2007.
    6. Had joined in as a team member and was responsible for handling Tier 1 queries for Indymac
    7. Initiated Process Quality Audit (Ticket and Voice Call Audits) to enhance the performance of the
       team and was able to bring down the functional escalations.
    8. Was promoted as a QR and mentored 10 agents which included training new joinees, monitoring
       their performance and giving periodic feedback, Audited both email as well as calls and prepared
       action items for the analyst.
    9. Also was responsible for getting the project certified for ISO 20000.Was in charge of maintaining
       and updating VSS and for internal and external quality audits.
    10. Was promoted as Project Lead and implemented ITIL practices in the Enterprise Support offering
        seamless Incident Management for a team size of 20 analysts.
    11. Was responsible for providing seamless delivery also with emphasis on quality. Initiated Call
        backs to frequent users to get a better picture.

Confidential                                                                                  Page 1 of 5
                                           Kunal D. Bhonsale
Curriculum Vitae
                                            +91 98508 49983

 Professional Certifications/Trainings:

        ITIL V2 Foundation Certification             December 2007            67.90%
        Six Sigma Certification (IQA)                August 2008              71.70%
        ITIL V3 Foundation Certification            August 2009               75.00%

 Technical Skills

 Operating Systems              Windows XP

 Tools and Utilities            Microsoft Office Suite, Remedy

 Professional Achievements:

        Awarded “Best SME” for AT&T Project in WIPRO                        Year 2006.
        Best Performer of Quarter (CTS)                                     Year 2008.
        Best Six Sigma Project of Quarter (CTS)                             Year 2009.

      Organization                    Role                          From             To
 Anatek Services Pvt. Ltd      Marketing Executive               Nov 2001         Jul 2003
 Bombay Chemicals Pvt.
                               Marketing Executive               Aug 2003        Apr 2005
  Epicenter Technologies
                                    Associate                    June 2005       Jan 2006
         Pvt. Ltd
   Wipro BPO Ltd, Pune              Associate                    Feb 2006        June 2007

  Cognizant Technology            Sr. Executive
                                                                 July 2007        Till date.
   Solutions Ltd., Pune       (Operations Maturity)

Confidential                                                                          Page 2 of 5
                                          Kunal D. Bhonsale
Curriculum Vitae
                                           +91 98508 49983

Present Responsibilities

Operations Maturity Team.
Function Name      Operations Maturity
Client             Cognizant Technology Solutions
Duration           March 2008 – till date.

Project Abstract   Operations Maturity is an Internal function which was started in 2007 by Cognizant
                   Technology Solutions with a vision to practice the ITIL standards as per the industry.
                   I was selected to be a part of it based on my previous experiences. The OM ensures
                   that the various projects which are with different verticals follow the industry IT IL
                   practice and also be the trend setters in its own way. Currently as per the industry
                   standards the ITIL V3 has been implemented across the various projects. The OM
                   has its own frameworks designed which comprises of various parameters for
                   measuring the maturity level of the projects, processes in different ways such as
                   delivery, customer satisfaction and service improvements. It also has developed a
                   framework which captures the progress of Projects in terms of Automation maturity
                   Index, Delivery Maturity Index and Operational Maturity Index.

Responsibilities      Ensuring the IT IS standards and frame work is been enabled and adhered to by
                       the various projects.
                      Conducting the process and monthly audits for the projects and to facilitate for
                       any kind of issues pertaining to process framework.
                      Conducting monthly project Management Review Meetings for the projects along
                       with the delivery leads to know the day to day function of the service delivery and
                       address delivery related issues.
                      Measuring the maturity of the functions / projects in terms of the service delivery
                       and other various factors such as measurement compliance, SLA breach
                       analysis, CAPA etc.
                      Facilitating the project teams for IT IS related issues.
                      Responsible of complete transition framework for new projects. Preparing the
                       transition plan and ensuring the same is adhered to until the project enters
                       steady state phase.
                      Implementation of Six Sigma Green Belt Projects within the projects as per the
                      Preparing the Service Transformations for projects to be shared with clients and
                       end users.
                      Designing the reporting framework for projects based on the ITIL V3 guidelines.

Confidential                                                                                     Page 3 of 5
                                          Kunal D. Bhonsale
Curriculum Vitae
                                           +91 98508 49983

Cognizant Technology Solutions Ltd.
Project Name       Indymac Bank
Client             Indymac Bank.
Duration           July 2007 – Feb 2008.

Project Abstract   Indymac Bank is the largest savings and loan in Los Angeles and the 10 largest
                   thrift nationwide (based on assets), is the principal subsidiary of Indy Mac Bancorp,
                   Inc. Indymac is in the business of designing, manufacturing and distributing cost-
                   efficient financing for the acquisition, development and improvement of single-family
                   IMB Service desk involves voice based and email support for Indy Mac Internal IT
                   users for mortgage applications on 24*7. The life cycle of a call consists of the
                   process that entails all of call management. Services include 24*7 supports for
                   applications across all locations and after-hour support for Indy Mac supported
                   locations (all categories).

Responsibilities      Handling team SLA’s
                      Handling and training of OJT team to ensure they are capable to be released on
                       the floor.
                      Giving appropriate training on technical and communication skills bases on the
                       agent action plan.
                      Quality Auditor – Improve call quality, Troubleshooting Methods, Communication
                      Was responsible for monitoring and updating all Quality and process related
                       documents in VSS and Qsmart.
                      Based on the trend charts making amendments in the training methods.
                      Has lead a team of 20 members including two leads and a QA.
                      Was responsible for providing seamless delivery of services (as per the SLA’s
                       for the desk).
                      Was responsible for day to day client interaction for seamless functioning of the
                      Metrics reporting and analysis.
                      Was the SPoC for any escalations reported from the client. Used to provide RCA
                       and CAPA for the escalations.
                      Providing the level-2 support of the application.
                      Interacting with Tier-3 if the issue is not resolved to get it resolved.
                      Scheduling the roster for optimum utilization of resources.
                      Scheduling & monitoring of daily jobs
                      Weekly maintenance activities.

Confidential                                                                                           Page 4 of 5
                                             Kunal D. Bhonsale
Curriculum Vitae
                                              +91 98508 49983

Previous Experience

Wipro BPO Ltd, Pune
Client                 AT&T Bellsouth.

Project Abstract       AT & T Bellsouth is one of the leading Internet service providers in United States of
                       America. It is widely spread into residential and business accounts across USA. Also
                       the suppliers of the wireless router and home and office networking. Has worked in
                       this organization as a Technical Support Executive responsible for providing support
                       by 24 / 7 to the customers in US.

Responsibilities          Was completely inchanrge of the entire quality department for the associates
                           within the project and was responsible for the service delivery and customer
                          Individually handled a team of 20 associates and was solely responsible for
                           meeting the targets and SLA adherence.
                          Was regognised with a special award of “Best SME” and “Best Team” for our
                          Worked as a technical support associate and provided voice assistance to
                           residential customers having issues with connectivity.
                          Reporting any application issues at our end to the Clients by joining the bridge
                           and getting them fixed as soon as possible.
                          Handled the new joined team as a Support for 2 months.
                          Handled short–term training of the new joined employees ensuring complete
                           process knowledge thereby providing and maintaining 100% resolution rate.

                  Playing Football,Watching F1 Motor Racing, listening to soft music, Gazals, playing

Additional Information / interests:

                  Silver Medalist in Maharashtra State Judo Championships – 1994, 1995.
                  Winners – Maharashtra state Polytechnic Football Championships – 1998.

Contact Information:

“CHANDRAMA”, J – Block, Flat No 202, DSK Vishwa, Sinhagad Road, Dhayari, Pune – 410 041.

|+91 98508 49983 |  | 

Confidential                                                                                      Page 5 of 5

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