Experience

TCS

• International Trade and Development
• 700 & Above Employee

• Ass. Manager

  • Feb 2012 - Present

• Assistant Manager

  • Feb 2012 - Present

  Have an exposure in Analytics, BPO Operations, Quality, Research Analytics.



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Assistant Manager

  • Feb 2012 - Present



Hewlett Packard Limited

• Team Leader

  • Feb 2004 - Feb 2012

  The work involves as a Production Lead, which includes production planning, reporting and improve efficiency and utilization of the entire process. Responsible for the day-to-day Operational Performance of a 10+ member team. Client - Global eBusiness Operations Key responsibilities Production planning and control Responsible for the Workforce Management and Utilization for the entire process Reporting - daily, weekly and monthly reports for the Management and the Customers. Handling the shift models, seat utilization, and infrastructure for the portfolio Achievements Reduce the TAT Extension % from 12% to 0.40% Managed the consistent volume by reducing the Head Count from 23 to 11. Reduce the Escalations and Issues raised by the customers by 65% Role Description (as Work Group Leader) The work involves acting as a deputy to the Team leader as an Operational Focal point which includes Production planning, training the new resources and query handling. And also amending contracts for Upfront (EMEA) in SAP S&D Module and also usage of other tools and application created for HP, Manage customer information on SAP for assigned accounts. Key responsibilities Responsible for processing the requests as per the Service Level Agreement. Clearing up the invoices, which is an integral part of the process Consolidating and analysing the process errors by being the CAPA focal point Core team member in preparing Operations and Process Manual(s) for ISO Certification Audit (BVQI) Assisted manager in Production Planning and Control for the team Single Point of Contact (SPOC) for handling process escalations and issues for the entire account Achievements Certified Six Sigma Green Belt– Project on Error Reduction Received e-award for “Outstanding Performance” during various transitions Received e-award for “Customers Delight” Show less



ICICI Bank

• India
• Banking
• 700 & Above Employee

• Customer Support Co-ordinator

  • Dec 2002 - Jan 2004

  The work involves preparing contracts for Upfront (EMEA) in SAP S&D Module and also includes usage of other tools and application created for HP. Manage customer information on SAP for assigned accounts as well as the support revenue related to HP's contractual support customer. Key responsibilities Responsible for processing the requests as per the Service Level Agreement. Focal point for solving queries raised by the team members and the customers. The work involves preparing contracts for Upfront (EMEA) in SAP S&D Module and also includes usage of other tools and application created for HP. Manage customer information on SAP for assigned accounts as well as the support revenue related to HP's contractual support customer. Key responsibilities Responsible for processing the requests as per the Service Level Agreement. Focal point for solving queries raised by the team members and the customers.



Ge Countrywide Consumer Financial Services Limited

• Customer Service officer

  • Jun 2000 - Nov 2002

  Position is to handle customer in loan Section, interaction with Customers directly and resolving their queries and processing requests received across the Indian Operations. Key responsibilities Functioned as an effective Team player within the Loan Division Very effective in achieving the targets set for the day. Achieved good results in maintaining the effective results in terms of Quality. Achievements Received Best Performer award; Role Description – Accounts Assistance The job demanded to make the Bank Reconciliation under control by analyzing the transactions of the company Key responsibilities Preparation of Bank Reconciliation Statement Coordinating with Auditors. Helping to Other Reconciliation Teams. All month end reports. Changing the Customer status in the system. Show less