Vikas Saihgal is a senior level project management and operations management professional with over 10 years of experience working in the service industry. He has extensive experience managing teams and processes to ensure business excellence and customer satisfaction. Currently seeking opportunities in Gurgaon, Delhi, or Noida in industries like IT services. He has a proven track record of successfully leading teams, implementing process improvements, and mentoring associates to boost performance.

1. Vikas Saihgal
Phone No.: +91-9971133369
E-Mail: vikas.saihgal@gmail.com
Senior Level Assignments
Project Management/ ITIL Management/ Operations Management
Industry Preference: Service industry
Location Preference: Gurgaon/ Delhi/ Noida
SKILL SET
Project Management
Operations Management
Team Management
Training & Development
Customer Support
PROFILE SUMMARY
 ITIL V3 Foundation, Prince2 Foundation Certified & Lean Six Sigma Green Belt Trained
with over 10 years of experience
 Last associated with Dell International Services, Gurgaon as Client Technical Support
Specialist
 Proficient at managing & leading teams for running successful process operations &
experience of developing procedures, service standards for business excellence
 Acting as an escalation gate to resolve critical issues of the team members. Skills in
conductingvarious trainingsessions for enhancing the performance and quality of service
 Expertise in Six Sigma techniques as well as guiding and mentoring teams towards
successful completion Process Improvement Projects
 An excellent communicator with strong analytical and problem-solving skills
Work Experience
Jun’08- Sep’16 Dell International Services, Gurgaon as Client Technical Support Specialist
Key Result Areas
 Mentored & monitored the performance of team members to ensure efficiency in process operations and meeting of
individual & group targets
 Allocated work and scheduled shifts to the team and briefing them on a daily basis
 Conducted training sessions & in house forums based to boost quality and soft skills of the associates
 Created and sustained a dynamic environment that fosters development opportunities and motivates high performance
amongst Team members
 Monitored the SLA’s, KPI’s for the process, identified improvement areas and implemented adequate measures to maximise
customer satisfaction level
 Devised and implemented effective measures to reduce TAT & improve quality
 Organised monthly/quarterly reviews with TLs & Coach to ensure development of action plans for continued improvement in
performance and quality
Growth Path with Accomplishments
Dec’15- Sep’16 as Client Technical Support Specialist
 Served as an actingTM and contributed by controlling outage and made surethat team met or exceeded the given targets
on daily basis.
 Managed DSP enterprise queue for India tech supportand helpingin reducingdispatch costfor business
Sep’13 – Dec’15 as Technical Support Coach
 Imparted trainingon the:
o Chat Process on DUSB 2.3 launch
o New hirebatches on printers in 2013
o Floor to reduce AHT on printer calls
 Attended Team Manager Academy in 2015 & L2 Bootcamp in 2014.
 Successfully initiated and participated con callsas theSite SPOC for Printers and transferred the solutions to the process
 Played a key role in increasingthe customer sanctification scoreof Dell Mobility (Dell MobileDevice Tech support) queue
from 70% to 90% in one quarter
 Assisted the TA team in interviewing & screeningcandidates for Dell out of warranty process

2.  Significantly contributed with Process engineering team on servicedesign, servicetransition and serviceoperation
 Merit of being an activemember of process improvement team
 Received Bronze Award for successfully leadingDell Mobility Team in 2014
Nov’10 – Sep’13 as Advanced Resolution Expert
 Successfully managed the outbound callson unresolved issues and supported the team in absenceof L2 on technical issues
 Received Titan Award for deliveringbest scores as Advanced Resolution Expert for 2 consecutive quarters in 2012
Previous Experience
May’07-Apr’08 IBM Daksh as Executive Operations
Highlight
 Successfully worked for HP Process and received Excellent Revenue Generation Performance Award multipletimes
Aug’06-May’07 HCL BPO Services as Customer Care Specialist
Highlight
 Pivotal in working for Maruti Suzuki (India) Process and successfully provided assistanceto customers from around the
globe to get information related to Maruti Suzuki Cars in India
Education
2013 MBA (Project Management) from SikkimManipal University
2007 PGDCA from H.P University
2002 BA from H.P University
Certifications
 Prince2 Foundation Certified
 Lean Six Sigma Green Belt Trained
 ITIL V3 Foundation Certification
Personal Details
Date of Birth : 03/12/80
Languages Known : English,Hindi
Address : FlatNo. 201,RZ D1/25, Mahaveer Enclave, New Delhi- 110045