Experience

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  Hcltech

  Jul 2011 - Apr 2015

  • Maintaining/Managing the database/performance for continuous 8 weeks of every team member from Go Live date to help them achieving the desired targets.• Attending weekly client call with the Center Head and making action plan for grad bay agents on the basis of their performance.• Helping the resources not performing up to the mark by giving them PIP (Performance Improvement Plan) including the Coach. • Handled a team of 15-20 advisors along with the Team Leader.• Coaching and feedback to the team members.• Key responsible for meeting the target of C-Sat, LAHT, Repeats and Transfers. • Doing the analysis of Same Day/Weekly/monthly Repeat/Bad Repeat calls.• Doing the analysis of transfers/Bad transfers. • Handling escalations calls/emails in real time and maintaining the tracker of it.• Attending Call Calibration done by the Quality every week.

  • Team Lead

    Jan 2014 - Apr 2015

  • Subject Matter Expert

    Jan 2013 - Dec 2013

  • Technical Support

    Jul 2011 - Dec 2012
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  Bt group

  Apr 2015 - Jan 2020

  Project Management:• Have been the part of the CMCC Project from the initial phase of transition and has helped and given significant contribution in setting up the initial process. • Spoc for GGN site for Boost Engineers Compliance, Ineffective Visits and No notes project• Worked on the project of managing the ADD, U text and ABS for Gurgaon Site.• Initiated the project (Beat the Repeat) to reduce overall repeats in the business and was awarded Blue Ribbon award for the contribution• Part of the MSM Pilot team and was assigned to work closely with the Onshore team to build up the complete process for Managing the BT Mobile services pilot phase for GurgaonOperations Management:• Managing REPAIR TEAM for Telephone/Broadband/Mobile chat team.• Responsible for projects like Controlling MOCR(Repeat Contacts) and Engineers booking for the site.• Ensuring targets to be met as per the derived standards.• Monthly and weekly 1-on-1’s with team members to bridge any gaps.• Analyzing data to identify process gaps and help to bridge them accordingly.• Supported new training batches and helped them in their glide path as well.• Conducting briefings with process live updates and get them implemented in process• Helping the resources not performing up to the mark by giving them PIP (Performance Improvement Plan) Show less

  • Project Leader

    Nov 2016 - Jan 2020

  • Subject Matter Expert

    Apr 2015 - Oct 2016
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  Total it global

  Jan 2020 - Jul 2021

  Project manager
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  Igt solutions

  Jul 2021 - Mar 2022

  Project manager
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  Shl

  Mar 2022 - Oct 2023

  Program manager

  In my role of Program Manager, I am responsible for: -• Plan projects to accomplish their objectives within defined constraints of time, cost and agreed quality standards.• Initiate and host internal and external kick-off meetings, ensuring all information is captured for the project team and client. Facilitate discussion to draw out potential risks and clarify roles and responsibilities. Track project meetings on scoping doc.• Articulate and negotiate consensus of the core project objectives (including acceptance criteria).• Takes responsibility of all materials and collateral to be used for the project. Ensures that materials contain accurate information and are branded correctly.• Generate project documentation, including project briefs, project initiation documents, project plans, meeting agendas, minutes/summary emails and status reports.• Creates project plans to manage people and tasks using standard templates.• Work directly with the project team members to estimate effort, plan activities, and negotiate consensus on their appointed tasks.• Manage the project and project team on a day-to-day basis, including monitoring and revising scope, resourcing, plans, tasks, and budget appropriately to meet changing needs and requirements.• Keep track of lessons learned and share those lessons with team members. Circulate key information to business.• Bring the project to a close, including transition to operational status, sending project review doc, creation of an evaluation report and holding a project review meeting.• Effectively apply our methodology and uphold project standards.• Contribute to continuous improvement initiatives and projects. Show less

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  Ahead

  Oct 2023 - now

  Senior project manager