1. VIKRAM SETHI
Contact: 09910074720
E-Mail: vik1986sethi@gmail.com
Challenging Assignments:
SUPPLY CHAIN OPERATIONS / DISPUTE MANAGEMENT / TEAM MANAGEMENT
A dedicated professional, proficient in running successful operations & proven skills in leading and training team members
managing complete life cycle entailing hiring, orientation to process & system, administration and so on
“Track record in interfacing with clients for on-sight and off-shore projects”
Industry Preference: BPO/ Captive Industry
SUMMARY
Operations Management
Process Management
Team Management
Recruitments & Skill Development
SAP Implementation
Transitions Management
Conflict Resolution
Supply Chain Operations
Dispute Management
Customer Service Operations
SLA Management
 A result-oriented professional with over 8 years dedicated to Operations Management, Transitions, Disputes/
Escalations, Trainings & Development and, Team Management
 Proficient at leading teams for running successful process operations & experience of transitions, customer
relationship and managing supply chain operations for business excellence
 A keen planner with expertise in maintaining streamlined functioning of process operations and enhancing
operational efficiencies; monitoring and ensuring compliance to the agreed SLAs
 Successfully coordinated process transitions and stabilizing all phases of process migrations; spearheaded project
planning, execution and end-to-end transition for onshore transitions (U.S.) of SAP CRM in Agilent India (2013)
 Tracking the trend of banks performance (transactions & disputes) and report to the reporting managers for initiating
suitable actions
 Expertise in monitoring overall functioning of processes, identifying improvement areas and implementing Lean ideas
for process improvements to maximize customer satisfaction level
 An enterprising leader with skills in leading personnel towards accomplishment of common goals
WORK EXPERIENCE
Since Mar’12 with Agilent Technologies, Manesar as ICB- Entry
Currently managing a team of 10-15 associates and performing functions such as manpower planning, recruitment &
selection, induction, performance appraisal, trainings, system orientation, Id creation and so on
Role:
 Heading team for Order to Cash process entailing (Order Entry (creation of order / booking of order), Order
Fulfilment, Invoicing, Customer Payments / Collection, Cash Application, Deductions, Collection) and Supply Chain
operations entailing
 Directing team activities in delivering quality, productivity, service delivery on time as per compliance and cost
 Managing/ automating the escalation of billing disputes, proactively manage overdue receivables, and prioritize
collections efforts for maximum success
 Identifying training requirements, developing and implementation of staff development plans, deliver training
 Conducting daily team meetings/ huddle and allocating projects to individuals as per the competency levels
 Preparing and maintaining of monthly MIS report and communicating to the higher management
 Creating service requests for Work Load Administrators in order to schedule Field Service Engineers for installation
of Agilent Equipment at customers’ location
 Implementing necessary measures to expedite order requests (for parts which go on Backorder-not available at
Local Warehouse) in coordination with controllers and Vendors World Wide
 Managing various transiting activities for OJT members such as go live
 Gathering business requirements; identifying gap and preparing detailed process flow for functional requirements
 Facilitating integration of other modules, integration & user acceptance testing & extending post Go-live support,
including training support to end –users
 Performing admin activities for team of 35 associates
Project – Denali (Implementation of SAP CRM in India)
Role:
 Planned daily operations to enhance project efficiency

2.  Resolved queries through weekly calls & WebEx sessions
 Increased productivity by training, motivation, and process improvement
 Interfaced with internal & external stakeholders on-shore and off-shore (India & US Process)
 Facilitated agent management in AFO CSO region for installation of products
 Delivered quality services as per client expectations
Highlights:
 Pivotal role in transitioning SAP CRM in Agilent India in 2013 with a team size of 100; performed testing, presentation,
training activities to make transition successful
 Recommended training programs for new joinees; ensured that trainings delivered to the team were put into effect
and feedback was given on the program success, thereby ensuring a transparent review of acquired talent
 Efficient plans, aimed at creating domain expertise for cross-utilization of resources
 Measured employee satisfaction initiatives towards enhancing efficiency levels
 Provided high quality services to outbound customers in areas such as BPO, In-house customers, end -customers
 Received:
o Performance Award for outstanding team results in 2013
o Extra Mile Award twice
o Hi-Potential employee in 2014
Mar’08-Feb’12 with Hewitt Associates, Gurgaon as HRO- Executive
Role:
 Worked for retirement savings plan entailing processing loans, early loan pay offs for the employee
 Facilitated enrolling employees into the retirement saving plan, assisted in various scenarios such as change in
contribution, disbursement and so on
 Managed the specialized queue queries
Highlights:
 Successfully trained approx 50 associates as a DC Domain trainer
 Track record in working as quality auditor for 2 teams
 Received:
o Champion Award for best quality score in 2010
o Lean Certificate for initiating lean project resulting in cost saving / FTE saving
IT SKILLS
 Siebel
 Oracle
 People Soft
 SAP CRM
 ECC SAP
EDUCATION
Pursuing MBA Operations from Sikkim Manipal University,
2007 B.Com. from Delhi University
PERSONAL DETAILS
Date of Birth: 19th August 1986
Address: G 2/330, Vikas Puri, Location, Delhi 110018
Languages Known: English, Hindi & Punjabi
Nationality: Indian
Visa Status: Valid B1 & B2 US Visa valid for 8 years
Passport No.: G1537384 (Date of Expiry: 18/02/2017)
Driving License Details: DL-0420090030918(P)
Marital Status: Married
No. of Dependents: 3