Tanushree Tiwari

Experience

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  Cognizant

  Jun 2017 - Jun 2020

  Senior Process Executive

  Professional with 3+ years of combined experience in leading project transitions, resolving process escalations, policy implementation, regular process improvement, analyzing data trends and quality governance of Google curated formats.Expertise in taking up projects and delivering results within set SLA’s and TAT. Well versed in Google resources and MS office. A strong planner, focused go-getter and self-driven. I am able to juggle multiple priority tasks and meet tight deadlines without compromising on quality. Show less

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  Cognizant

  Oct 2020 - Oct 2022

  Managed a team of 20 Agents and ensure that all key metrics of performance as per the Client SLA are met and exceeded. Publishing the reports into Power BI Service and sharing the dashboards to the Users. End-to-End responsible for the service and takes full operational responsibility for the applications on an outcome – based model. Measuring, monitoring and reporting on customer satisfaction and vendor performance and implementing continuous improvement strategies. Designing dashboard templates as per the requirement & dashboards content, which includes Power BI Desktop visualizations like stacked column charts, tabular reports, bar charts, waterfall charts, Bubble charts, Geo spatial visualizations, donut charts, line, bar, histograms, scatter, water, Bullet, Heat maps, tree maps etc.Involved in Connect, import, shape, and transform data for business intelligence (BI) tools like Power BI Desktop, Tableau, Qlik Sense from different kinds of data sources. Responsible for maintaining the weekly KPI status reports & in conducting the client governance calls on reviewing the team performance.Handling HR Operations & Supporting Talent Acquisition team in Scheduling Interviews & On board activities. Monitoring team performance and report on metrics, Overseeing day-to-day operation, Recognizing high performance and reward accomplishments.Root cause analysis on errors/problems in process and alert business impact. Show less Led Project Quality & Training for 13 Google Ad Extensions workflow across India & EMEA with a team of 60 QAs. Managed quality SLAs & related client escalation for Google Ad Extensionsacross 4 locations located in India & EMEA.Instrumental in partnering with Google through multiple projects across sites to ensure continuous improvement in product. Setting up training & transition plans for new workflows – creating SOPs, evaluating operational SLAs. Root causes analysis on errors/problems in process and alert business impact. Driving quality SLAs & related customer expectations by gauging data trends and identifying actionable insights. Core competencies: strategic planning & scheduling, team building, diverseworkforce management & data analytical skills. Show less

  • Team Leader

    Jun 2017 - Oct 2022

  • Subject Matter Expert

    Oct 2020 - Feb 2021
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  Amazon

  Oct 2022 - now

  Operations Manager

  Project Management: Coordinating with cross-discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.> Proposed and drove tool enhancements and automations. Driving the pilot projects till the project gets stabilized. Submitting project deliverables and ensuring that they adhere to quality standards. > Preparing status reports by gathering, analyzing, and summarizing relevant information. Overseeing SOP handover and signoffs from stakeholders and looking after contracts, amendments, andSOWs.> Managing financials 16 workflows across India which includes Forecast & Variance. Understanding customer requirements across multiple locations, policy and tool setup, training, pre-operations data evaluations. > Monitoring and control - tracking of critical parameters, QC, audits. Preparing artefacts for internal and external audit purpose. > Conducting project level HC reconciliation to review buffer and hiring requirement. Operations Manager: > Supervised and controlled workflow milestones, tasks, scope, timelines, budget utilization, escalations management, SLA attainment and risks impacting projects. Collaborated cross-functionally on full life cycle process evaluation and improvements.> Drove performance and delivery on agreed SLA’s and Handle attrition and provide replacements. Prepared internal and client business review slides (Weekly, Monthly & Quarterly). > Standardized the reporting metrics for various businesses (Using PLX , Dash Boards & Data Studios). Run internal projects on effective utilization and reduction of error categories. Show less