CURRICULUM VITAE

H.No. 97/1, D-12, Sec-7, Rohini, Delhi-85 Mob: +91-9818803888 Email: malikashish@gmail.com

ASHISH MALIK

PROFESSIONAL EXPERIENCE Working with FIS (Fidelity National Information Services) since Jan06. o As a Team Leader - Process Analyst since last 2 years o As a Team Coach Process Analyst from Mar08 to Mar10 o As a Team Member (Operations) from Jan06 to Mar08 Key Responsibilities (Team Leader - Process Analyst) Leading a team of 14 associates on MIS activities and quality monitoring.

Operations Management: o Developing and managing Intranet website used for sharing process updates, tagging solutions, call back trackers. o Automating reports to enhance efficiency and accuracy. o Interacting with clients through e-mails and Conference Calls to review and resolve operational issues as well as implement new process & procedure changes. o Creating dashboards for reporting performance to client. Quality Management: o Analyzing customer satisfaction surveys to provide insights on improving CSAT and contact reduction. o Ensuring adherence to quality standards by conducting quality audits & calibrating the scores with quality team. Team Management o Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis.

Key Responsibilities (Team Coach - Process Analyst) o Preparing weekly/ monthly and quarterly reports and maintain employee performance database tracker to monitor efficiency of associates. o Forecasting workload and scheduling staff to meet anticipated workload. o Reporting regular performance updates on quality and operations KPIs and highlight potential issues that may affect performance. o Trending associates performance and creating monthly incentive plans Achievements: o Went to the UK twice in last 2 years (3 months each) to setup new process o Setup the reporting and quality monitoring in the UK from scratch o Created tools to monitor data and quality from India

Projects: o Omega In-house Intranet Website (built in asp with direct access connectivity) Hosts process updates and information/links Features interactive process flows for fast navigation and search facility Different trackers for tagging data and gathering insights

o Randomiser Excel Project to pick random samples for quality audits Saved over 60 hrs (monthly) of manual effort Increased efficiency and accuracy Different number of samples picked basis GSBI status o MI Dashboard A one stop solution for reviewing the performance of all operational KPIs Features advance excel graphs in an easy to understand and presentable format o Email to Voice Conversion Project Highlighted pain query types which were giving low CSAT in email world. Recommended callouts for such query types from the UK to enhance FCR Helped improve overall satisfaction by +6% by routing such queries to voice Setup new process in UK center to handle these processes thereby increasing revenue. ACADEMIC QUALIFICATIONS M.Sc (IT) from Sikkim Manipal University. Professional Diploma in Microsoft Office from Webzone.

PROFESSIONAL SKILLS: Package Web HOBBIES Playing Chess & Cricket. PERSONAL INFORMATION Date of Birth Marital Status Passport No. : : : July 20th 1981 Married CA - 103287 : : MS Office (Word/Excel/Powerpoint/Access) ASP/HTML

(ASHISH MALIK)