Talk to sales Try for Free
Pratishtha Bhatia

Pratishtha Bhatia

Parwanoo Business Analyst (Manager)

Followers of Pratishtha Bhatia889 followers
location of Pratishtha BhatiaNoida, Uttar Pradesh, India

Connect with Pratishtha Bhatia to Send Message

Connect

Connect with Pratishtha Bhatia to Send Message

Connect

  • Timeline

  • Skills

    Team management
    Outsourcing
    Customer relationship management
    Training
    Management
    Vendor management
    Performance management
    Business analysis
    Employee engagement
    Business process outsourcing
    Leadership
    Operations management
    Transition management
    Project management

  • About me

    - A dynamic professional with over 8 years of rich experience in Operations Management, Process Management, Client Relationship Management, Training, Team Management and Business Analysis. - Presently associated as Lead Assistant Manager with EXL Services, NOIDA. - Expertise in determining training needs and conducting programmes to enhance efficiency in operations towards accomplishment of corporate objectives. - Evaluating the effectiveness of training programmes by developing pre/ post assessment programmes. - Managing the process operations with key focus on optimal utilisation of resources; result oriented record of streamlining the working SLA’s & SOP’s for enhanced operational effectiveness. - Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

  • Education

    • Institute of Management Technology, Ghaziabad

      2007 - 2010
      MBA HR, Marketing

    • Panjab University

      2001 - 2003
      BCA Computer Applications

      Activities and Societies: College Fests,Inter College competetions

  • Experience

    • K. Industries

      Apr 2002 - Mar 2003
      Parwanoo Business Analyst (Manager)

    • EXL

      May 2003 - Dec 2003
      Customer Care Executive

    • EXL

      Jun 2004 - Aug 2005
      Process Trainer

    • EXL

      Jun 2006 - Jan 2022

      Leading the scoping, design, delivery and evaluation of L&D solutions; facilitating training presentations as well as measurement & reporting on quantifiable outcomes which enable achievement of strategic objectives.Created client-facing L&D scorecards and introduced managerial coaching for client-vendor relationship· Designed the Career Development Program from Sr. Associate to Sr. Management roles· Managed the L&D function for 1,500 employees (People, Performance & Budgets)· Institutionalized Leadership Development Programs using effective coaching & mentoring mechanisms Show less Key Deliverables:Significantly engaged in leading, monitoring and managing a team of trainers.Conceptualising & developing need based training modules for developing multi skilled work force for cross utilisation within sub processes for optimum efficiency.Rendering valuable guidance to the process teams; allocating specific targets after considering the competency level of individual team members.Played a key role in forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.Performed an imperative role in handling supervisory and escalated calls.Proved instrumental in evaluating training needs in conjunction with the Team Leaders and the Training Dept.Accountable for ensuring new hires get productive at the earliest.Conceptualizing and devising training modules and updating them.Identifying training need across the floor by regular interaction with the client and audits on closed cases.Highlights:Played a pivotal role in mentoring and grooming the team in order to develop them.Spearheading the training for existing/ new recruits for improving their performance levels; updating them on latest developments & modifications and inspire individuals to strive for excellence.Instrumental in providing process trainings for new hires.Successfully piloted 4 for processes for the organisation.Functioned as a as a referral point for the various technical process related issues and queries for all the advisors and the lead advisors.Titled as the VIP (Values in Practice) of the quarter and FMI/FCR (Fix My Issue/First Call Resolution) champion just in a span of 6 months for giving high Customer satisfaction scores. Played a pivotal role in completing two projects which increased the business.Facilitated with an award as the Assistant manager of the year in training Show less

      • Assistant Vice President

        Oct 2018 - Jan 2022

      • Senior Manager -Lead Utilities Academy

        May 2014 - Sept 2018

      • Manager Training

        Nov 2011 - Apr 2014

      • Lead Assistant Manager

        Apr 2009 - Nov 2011

      • Lead Assistant Manager

        Apr 2009 - Nov 2011

      • Asst. Manager (Operations and Project Management)

        Apr 2008 - Mar 2009

      • Assistant Manager Training

        Jun 2006 - Apr 2008

    • Mercer

      Jan 2022 - now
      Senior Learning & Development Specialist

  • Licenses & Certifications

    • Digital Certification

      Simplilearn
      Aug 2018