Siby Varghese
MIS Professional
PERSONAL SUMMARY
9 years of experience in Operations and Quality management spread across IT, Banking,
Telecom, BPO and Life Insurance with a track record of successfully employing best
business practices that improved efficiency, productivity and quality.
Ability to lead groups with independent decision making capabilities & people
management skills. Excellent communication & interpersonal skills with proven abilities
in customer relationship management.
PERSONAL DETAILS
Siby Varghese
Karimpil House,
TC3/1882/4
Nr Yogeshwara Temple,
Kulathur,
Trivandrum
M: Ind +919605590838
+91 8301076991
E: varghesesiby@hotmail.com
DOB: 09/02/1983
Nationality: Indian
PROFESSIONAL
STRENGTHS
Data Analysis
Excel
MIS
Training
Coaching
Quality
People Mgt
PROFESSIONAL EXPERIENCE
MIS Analyst – Call Center
ROADS & TRANSPORT AUTHORITY, Dubai
 Provide adhoc MIS reports & Analysis
 Real Time monitoring – Call center operations
 Scheduling team shifts & Forecasting Call volumes.
 Manually manage ACD
April 15
Manager – Content Quality
BINARY FOUNTAIN SOLUTIONS, Trivandrum
Jan 14 –Jan 15
(Binary Fountain is the leading IT SaaS provider of consumer experience and reputation
management software. http://binaryfountain.com/company/ )
 Operations – Manage Daily Operations of Content Mgt.
 Quality – Ensure Quality of Content Mgt.
 Business Analyst – POC for Bugs/Feature changes to Content Mgt.
Achievements:
 Improved productivity from 60% to 96%.
 Team’s content quality improved from 55% to 93%.
 Streamlined and documented training process.
 Team ramped up by 100%
 Initiated projects to automate manual work and to make the process mistakeproof.
Senior Quality Analyst – Delivery Excellence
SOCIETE GENERALE BANK, Bangalore
Jun 12 – Jan 13
(Societe Generale Global Solution Centre (SG GSC), a subsidiary of European banking
major has over 13 years of sustainable delivery expertise, sharing a long-term perspective
and developing global best practices to promote SG Group's strategic objectives...
http://www.socgensolutions.com/)
 Operational MIS Consultant for 4 Bank- Shared Services functions.
 Performance Data management of Bank Staff.
 Support performance review and strategic decisions of Shared services functions.
 Support Management Support Units.
PERSONAL SKILLS
Achievements:
 Helped highlight action plans and support 2 teams to achieve 100% productivity.
 Helped team managers to reduce the ratio of unutilized resources.
 Improved stakeholder involvement in reviewing performance.
 Supported a 6 sigma project to identify 21% of staff is poorly utilized.
 Improved subscription and the effective use of the Performance measurement
tool.
Leadership
Communication
Influencing
Proactive & Initiative
Problem-solving
Team Player
Willingness to learn & Quick
Learner
Analytical Skills
Computer Literacy
Consultant (Freelance)
ADAPTIVE PROCESSES,
Feb 12 – May 12
(A management consultant firm, formed with a view to help organizations establish,
manage and improve their Quality Management System.
http://www.adaptiveprocesses.com/)
 Support Implementation & Certification of ISO 9001. (Ascendum Solutions India
Pvt. Ltd)
 Support performance review and strategic decisions. (Ness Technologies)
Achievements:
 Client Ascendum successfully certified in ISO 2001.
Assistant Manager - Quality
HINDUJA GLOBAL SOLUTIONS
Jan 11 – Oct 11
(Hinduja Global Solutions (HGS) is a global business process management company focused on
enhancing the customer experience. http://www.teamhgs.com/)
(Client - Humana Healthcare)
Languages Known:
English,
Hindi,
Malayalam &
Gujarati
CERTIFICATIONS &
TRAINING
Lead Auditor in ISO
9001:2008
ISO 27001
Six Sigma
 Team Management – Quality Assurance
 Customer Relations Management - Operations
 Performance Management - Operations
 Corporate Initiatives
Achievements:
 3 teams filled with quality issues, were signed off by the onsite clients.
 Streamlined and documented quality process.
 Build a strong QA team, from 2 to 28 QA effectively managing 8 different teams.
 Got the QAs upskilled in advanced data analytics, six sigma-GB, ISO 9001.
Assistant Unit Manager – Operations
MPHASIS
(Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing
(BPO) and Infrastructure services globally through a combination of technology knowhow, domain
and process expertise. http://www.mphasis.com/)
(Client - Zurich Financial Services)




Team Management – Operations
Audit & Governance – Quality Assurance
Transition – New Business
Business Coach – Quality Control
EFQM
eSCM
Jan 05 – Jan 11
Achievements:
 Improved and Benchmarked productivity to 135%.
 Improved and sustained quality to 98%.
 Ramped up the team from 46 to 62.
 Efficiently managed daily operations and brought down a yearlong running
backlog to 0.
 Streamlined and documented Audit and Governance Framework.
 Audited and brought down non compliant issues across all functions.
 Successfully transitioned a US project to India in 3 months.
Supervisor – Customer Service
VODAFONE ESSAR Cellular Limited,
 Handle Customer queries
 Assistance to channel partners.
 Report daily stats & Back-up support.
Oct 03 – Nov 04
ACADEMIC QUALIFICATIONS
PGDBA (Distance) Operations Management
Symbiosis University 2006 - 2010
B.Com (Regular) Business Management
BJVM College, S.P. University 2000 - 2003
REWARDS & RECOGNITIONS
 Nominated for SPOT Awards (2013,Societe Generale)
 Best Front Line Manager (2010, Mphasis)
 “Winning Culture” award for Documenting Governance Framework model
(2010, Mphasis)
 Best Quality Coach for 3 quarters. (2008-09, Mphasis)
 Community Initiatives - Key contributor. (2008, Mphasis)
 Extra Miler Award for 3 different quarters. (2007, Mphasis)
 Consecutive winner for two quarters for “The Team Player”, “Best Productive
Agent”, and “Quality Champ” award. (2006-07, Mphasis)
 Top Performer – Sales (2003, Tata AIG)
Declaration
I declare that the above information and facts stated herein are true and correct to the best of my knowledge and
belief.
SIBY VARGHESE