Experience

• 

  Convergys

  Jan 2004 - Aug 2005

  Senior customer service representative

  On the floor supervision, monitoring Calls & handling E.O.Cs (emergency on contact).Conducting weekly compliance reviews and updates on current policies and changes.

• 

  Mahindra satyam bpo

  Aug 2005 - Dec 2009

  Team leader operation

  Team supervision via controlling absenteeism & attritionHandling team of 16 – 20 membersParticipating in client level meetings and providing inputs for effective operations. Preparing process improvement catalogs, action plans and tracking plan with actions.Performance management of the team.Promoted from Sr. Quality Analyst to Team Leader Operation in Nov 2008

• 

  Unisys india

  Jan 2010 - now

  • To safeguard and protect the business and user’s needs at regular intervals by verifying functionality, accuracy, and completeness of the requirements against the original documents.• Continuous improvement in internal controls through risk assessment, controls Standardization, Rationalization, Optimization and Automation• Successfully negotiated a multi-year IT outsourcing contract that resulted in a savings of $0.5M over the term of the agreement.• Reviewed procedures and created a capacity plan for ordering and invoicing. Which eliminated losses and improved cost savings by 20%.• Identified opportunities to streamline procedures and enhance revenue in 2021 by $1.9 M. • Developed and implemented vendor invoice review process improvements to validate charges that resulted in a savings. $320K in 2021 $470K in 2022 $186K in 2023 (till June'23)• 5 years’ experience supporting issue management and resolution processes.• Establishing effective communication between project managers and engineering team to enhance deliverables by 35% Show less Managed client implementations and conversions for large/technical custom projects.Developed, coordinated, and executed implementation/conversion project plans, task schedules and resource activities to ensure on-time and effective project delivery.Applied Project governance to all implementations.Managed project risks and issues, ensuring that project team members are actively involved in the identification and appropriate ownership of risks, initiating corrective action where necessary.Built and maintained a cohesive cross organization/company project team.Identified opportunities to streamline procedures and enhance revenue in 2018 by $1.9 M. Leading the User Acceptance Testing for each change or Implementation. Show less Develop project plans that identify resource and budgetary needs.Host project meetings at least once a week with team and managers.Provide feedback, advice, project updates and encouragement to team members.Manage a portfolio of complex initiatives that span one or multiple lines of businessFull project life cycle ownership: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneouslyProvide status reporting regarding project milestones, deliverable, dependencies, risks, and issues, communicating across leadershipWorked with global business leaders to identify improvement opportunities around market cost, customer experience and risk mitigation, define solutions, run pilots and help in execution where required. Show less

  • Lead Business Analyst - Automation

    Jun 2019 - now

  • Sr. Project Analyst Automation

    Sept 2017 - Jun 2019

  • Program Manager

    Aug 2016 - Sept 2017

  • Sr. Business Excellence Analyst

    Aug 2015 - Aug 2016

  • Business Excellence Analyst

    Feb 2014 - Aug 2015

  • System Analyst 3

    Dec 2012 - Feb 2014

  • System Analyst 4

    Aug 2011 - Dec 2012

  • Team Leader

    Jan 2010 - Jul 2011