Experience

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  Airtel

  Aug 2002 - Jul 2004

  Executive

  Managed a team of 10 team members.Was associated with the Wireless Billing Process.Assisted with training and identifying training needs within the group and provide feedback.Acted as a central point of contact to reporting and escalating system issues to technology and the senior management.Provided operational floor management Attended the escalated calls accordingly, assessed customer support needs and handled.Preparation of the daily and weekly Roster and MIS.Daily performance reports and responsibility pertaining to attendance and attrition. Show less

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  Convergys

  Aug 2004 - Feb 2005

  Officer

  Cater to inbound e-mail Customer Service for AT&T Wireless, a largest cellular service provider in US.Answered Email and chat queries about CDMA and GSM issues Worked with specialists to resolve wireless cellular issues with network and dataEscalated customer issues and queries as appropriate

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  Wns global services

  Jul 2005 - Jan 2010

  Sr associate

  Worked as a back up for TL supporting the process in its daily activities.Worked as a trainer for the Indexing & Logging & Small Business processes.Assisted with training and identifying training needs within the team and provide feedback.Query handling & floor support for Small Business & Indexing Logging team.Worked as a back up QCA for Indexing & Logging processes and work allocation.Handled reports related to training & daily work allocation.

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  Allscripts

  Jan 2010 - now

  Project manager

  • Steered and led a team of 13 SD & 4 MIS team members.• Led a successful implementation of system transition project to steady state operations; developed transition methodology, operational metrics to ensure all teams followed the same methodology• Directed all service transition projects in line with best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting)• Planning & scheduling (onsite / offshore) delivery management for TCoE, & Agile Program Implementation for internal development and customer projects• Maintaining the Product Backlog, sprint backlog, burn-up, burndown charts & estimation in story points• Administered service delivery and services for Allscripts Products directed toward strategic business and organizational objectives. Including managing and reporting the Service Level Agreements• Assistance in performance and leadership management tasks• Administered work breakdown structure (WBS) of information technology projects• Safeguarded strict adherence to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues• Driving Steering Committee Meeting with client stakeholders monthly and managing projects as per expectations, SLA and quality guidelines• Reviewed account performance against contractual metrics such as Service Levels, Handle Times, Quality Scores & CSAT Show less

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  Altera digital health

  Jun 2023 - now

  Sr. project manager