I am a Senior Manager Process Excellence at Infra.Market, where I lead and facilitate the implementation of Lean Six Sigma methodologies and tools to improve customer satisfaction, operational efficiency, and quality standards across the organization. I collaborate with various stakeholders to identify and analyze customer feedback and complaints, and ensure timely and effective resolution of issues and action items. With 15+ years of experience in training and quality management, process improvement, and team management, I have developed and delivered various training programs and quality audits for different domains, such as e-commerce, edtech, healthcare, and social media. I have also worked with leading organizations such as Amazon, Unacademy, and Landmark Group, where I managed and motivated teams to achieve business and individual goals, and introduced various campaigns to enhance quality of calls and sales. I hold a Bachelor's degree in Maths from Magadh University, Bodh Gaya, and have completed online courses in Customer Service Management from Indian Institute of Management Bangalore (EDX) and Digital Marketing from Digital Academy 360. I am also a certified Lean Six Sigma Black Belt and ISO 9001:2015 internal auditor. I am passionate about customer excellence, quality, and innovation, and always strive to learn new skills and best practices to deliver value to the customers and the organization.