R P Neha

Results-driven Customer Success & Program Management professional with 8+ years of cross-industry experience in IT/BPO, BFSI, and Learning & Development. Expertise in end-to-end program delivery, client success management, PMO operations, stakeholder engagement, and training operations. Proven ability to manage 60+ programs annually, lead multi-trainer networks, drive revenue realization through timely invoicing, and build lasting client relationships.

Adept at turning complex operational challenges into streamlined, scalable processes. Consistently recognized for outstanding performance, proactive communication, and cross-functional leadership.

Senior Project Coordinator – Customer Success, Learning & Program Delivery - NIIT Ltd.

(2025-08)

• Act as the primary point of contact (SPOC) for 10–15 corporate clients, managing end-to-end relationship health, onboarding, and satisfaction across all program engagements.
• Lead the full project lifecycle of 60+ training and coaching programs annually — from scope definition, scheduling, and logistics to delivery, closure, and client feedback.
• Manage and coordinate a network of 10+ trainers, aligning availability, competency, and client expectations for seamless program execution.
• Drive training operations: participant communication, attendance governance, pre/post-training coordination, compliance tracking, and learning administration.
• Own SOW creation, invoicing, billing coordination, and revenue realization — ensuring 100% accuracy and on-time processing of 10+ invoices monthly.
• Build executive-level reports, program dashboards, and performance summaries for client and internal leadership reviews.
• Proactively identify risks, resolve escalations, and implement process improvements that boost operational efficiency and client NPS.
• Collaborate with vendors, travel teams, venue managers, and finance to ensure frictionless program logistics.

Senior Project Coordinator | Training Lead | PMO Support Specialist - Tata Consultancy Services (TCS)

(2021-07 - 2024-11)

• AMEX Account – Project Coordinator & Training Lead
• Spearheaded onboarding of new joiners across Cisco and Avaya mandatory training programs, ensuring seamless integration and regulatory compliance.
• Directed end-to-end BGC (background check), drug test verification, Work Order Number (WON) allocation, and asset distribution — managing 50+ associates simultaneously.
• Monitored and mentored a team of 50 associates through technical training programs, enhancing performance and meeting project milestones.
• Facilitated stakeholder communication and cross-team collaboration, ensuring timely and successful completion of all training milestones.
• BFSI Data Ops – PMO Support | Information Processing Specialist
• Developed and maintained budget projections for gross margin, revenue, and cost across multiple accounts — enabling accurate financial forecasting and strategic planning.
• Conducted weekly and monthly account reconciliations, WON tagging, and financial analysis to maintain operational accuracy.
• Administered National Holiday Payouts, managed Leadership Connects, and drove RTO Compliance Reporting.
• Maintained Release & Attrition Tracker providing actionable insights into workforce movement and resource planning.
• Bank of Montreal (BMO) – Senior Process Associate & Process Trainer
• Managed US and CAN region payment transactions across inbound/outbound calls and email, ensuring accurate and timely processing.
• Trained and guided a team of 10 in payment processing best practices, driving SLA achievement and quality adherence.
• Oversaw Treasury payment transfers, ensuring compliance with financial protocols and zero discrepancy.
• Utilized Customer Connect, Live Link, and E-Sign banking platforms to manage and process transactions effectively.

Transaction Process Associate - Accenture

(2019-03 - 2021-07)

Compass Real Estate | Fire & Security Services

• Developed and executed contract agreements and documentation for luxury real estate agents, ensuring compliance and meticulous accuracy.
• Utilized Oracle, Salesforce, DocuSign, Help Scout, and SpringCM to streamline contract lifecycle management and documentation workflows.
• Managed dispute accounts, overdue escalations, and credit balance reduction strategies, mitigating financial risk.
• Generated and analyzed aging reports, segregated portfolios for effective account management, and prepared risk-focused control charts.

Associate – Transaction Processing - Sutherland Global Services

(2017-06 - 2018-08)

• Managed high volumes of inbound/outbound calls and email communications, ensuring strong customer satisfaction and SLA compliance.
• Consistently handled top-value and highest-volume accounts, demonstrating strong organizational and service delivery capabilities.

Master of Business Administration (MBA) - Business Analytics - Amity University (2025-07)

Bachelor of Computer Applications (BCA) - Alpha Arts & Science College, Madras University (2017 - 2017)

High School - Information Technology - Govt. Model Sr. Sec. School (2014 - 2014)