HERE Technologies
Project Delivery Lead - Aug 2017 – Till Date
- Manages projects and ensures timely delivery with required quality by effective monitoring, cross skilling, and control with strong project management skills.
- Planning project with estimate resources, timelines and ensures it's been executed along with project tracking and reports with effective communication.
- Works with stakeholders globally to prioritize project execution, delivery planning, and source availability and timely resolutions of issues
- Provides technical and analytical guidance to production teams.
- Arranges and ensures team is involvement in all quality processes and required trainings/updates to project processes and specifications
- Leading Initial Response Team to resolve customer escalations with various problem-solving methods
- Identifies and analyzes problems and implement best solving method to resolve issues related to
- Managed customer relations on ongoing basis to maximize customer retention, projects, processes, and people and ensure timely escalations/mitigations
- Ensures timely and appropriate employee performance planning and evaluation are completed.
- Driving Innovation and critical thinking to improve process and CSAT.
- Identifies progress plan, opportunities for continual improvements and support positive change
- Provides inputs to managements to improve in GPTW ranking
- Part of Event Architect team at Company Level for organizing annual and huge events for 4000+ employees PAN India
- Maintained and updated quality management system to facilitate procedure enhancements, revision changes and overall process control.
- Planned and executed ISO engagements under direction of management team.
NSEIT Pvt Ltd
Service Delivery Leader- Oct 2015 – Aug 2018
- Head service delivery and end to end ownership of processes for IRDA or government authorizes
- Align projects and processes with client's business requirements e.g.- Railways, Insurance Companies, Banks etc.
- Oversee Operations of scheduling candidates for online examinations across PAN India for various customers.
- Focus on resource optimization and cost reduction
- Delivering projects within timeline with Quality
- Foresee and mitigate risk to business due to various factors
- Drive change management, process improvement and automation
- Map business processes to achieve desired client expectations
- Exhibit flexibility, ownership and ability to work under pressure
- Responsible for CSAT and Grievance Matrix.
- Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
TinyOwl Technology Pvt Ltd
Customer Escalation Team Leader- Oct 2014 – Oct 2015
- Responsible to achieve desired TAT, AHT, operational efficiency.
- Responsible for productivity and quality measurement and to achieve set target.
- Preparing daily workloads & coordinating the allocation of work.
- Providing coaching and feedback to team members regularly.
- Conducting meetings and monthly business reviews with internal and external stakeholders.
- Handling customer and client escalations by effective method.
- Responsible for CSAT and Grievance Matrix.
- Resolving issues and conflicts, which arise within team.
- Responsible for Social Media handling.
- Mentoring, training and motivating team members.
- Successful system migration executed without impacting SLA
- Driving innovation and implementation.
- Responsible for people engagement.
- Involved in recruitment of new members.
- Escalating Technical issues with Technical Department.
- Responsible for Fraud Analysis.
- Reports Management.
- Involved in annual appraisal activity.
- Mentored and guided employees to foster proper completion of assigned duties
WNS Global Services Pvt Ltds
Lead Associates and Senior SME - Jan 2006 – Oct 2014
- Responsible to achieve desired TAT, Net Promoter Score, Quality Management, Operational Efficiency.
- Planning and execution of daily team's tasks.
- Cross Skilled and utilized resources to maximize throughput.
- Mentoring and coaching team members regularly to achieve targets.
- Worked on project to improve NPS by doing constant analysis.
- Provided Process and Soft Skill training to team members.
- Successful system migrations with business continuity.
- Conducted monthly, quarterly and yearly business reviews with internal and external stakeholders.
- Client Management and Reporting.
- Ensured all administrative and IT records are updated correctly.
- Prepared process documents as per ISO guidelines.
- Reports Management.
- Managed teams, overseeing hiring, training, and professional growth of employees
- Resolved Customer complaints and enquiries with effective communication.
- Enhanced overall customer relationship.
- Contributed new ideas for process improvement.
Educated clients on account services and resolved client inquiries regarding statement information and account balances
