Vrushika Desai

Email ID: acvuaz@r.postjobfree.com

Contact no.: +91-966*******

Industry Experience, Skill and Strength

Expertise and foundation in Client Relationship Management (Operations) for

Corporate customers

Capture client requirements&prepare comprehensive scope document

MIS on quality, delivery, procurement, performance and escalation management

Firsthand knowledge in handling business affairs for different product lines

Professional conduct and advanced interpersonal communication

Highly self-motivated, organized, ambitious and foster firm ethics

Total Work Experience(8.5Years)

Company

IBM India Private Ltd. Oct 2015 – Mar 2016

International Business Machines Corporation is an American multinational technology and consulting corporation, with headquarters in Armonk, New York. IBM manufactures and markets computer hardware, middleware and software, and offers infrastructure, hosting and consulting services.

Designation

Service Coordinator - SLA & Reporting Analyst

Roles & Responsibilities

Monitor and Report Service Level achievements

Collect and Monitor Service level Metric data

Identify potential / actual Service Braches and Generate Service achievement report

Conduct and plan Service Result Review with Supplier / Delivery organization

Evaluate performance against SLA

Extracting data from source files, databases, logs, and other data sources, as required

Performing queries to extract data from the central data repository

Creating, maintaining, and modifying the reporting system to improve its accuracy

Consolidating and structuring data and developing reports

Upon approval, preparing new custom reports

Aggregating data from multiple data sources

Supporting on SLA Manager tasks Skills

Maintain reporting library: definitions, SOPs, schedules, source data

Clientele

Global Delivery Project Executives

Company

ITC Infotech India Ltd.May 2011 –Jan 2015

ITC Infotech, a global IT services company, is a fully-owned subsidiary of ITC Limited. The company provides innovative end-to-end IT solutions and services to its customers.

Designation

Associated IT Consultant – Operations specialist

Roles & Responsibilities

Responsible towards smooth functioning of end to end business process

Requirement gathering and knowledge transition

Responsible for SLA Management and Service delivery

Floor management

oProcess guideline adherence

oJob scheduling

oTask delegation

oTime sheet compliance

oEscalation Management

Request Analysis, Process Readiness Check (PRC)

Forecast resource availability vs. Requirement

Request tracking and system update, Data restructuring

Customer communication and profiling

MIS, Dashboard and status updates to management, clients and stakeholders

Managing all ad-hoc project activities

Identifying process improvement needs, UAT and successful implementation

Analytical and problem solving skills, interpersonal skills

Achievement: Organization wide customer appreciation for requirement elicitation &communication. Won Annual talent award in year 2014.

Clientele

European Bank

Company

Financial Technologies (I) Ltd., Mumbai.

The Financial Technologies group is among the global leaders in offering technology IP (Intellectual Property) and domain expertise to create and trade on next-generation financial markets.

Designation

Strategic Account Manager, April 2010 – Oct 2010

Roles & Responsibilities

Relationship Management and Client Retention

Co-ordination for issues and implementation & ownership

Proposals, Pricing & Support Management

Annual Revenue Accountability

Identify & Map accounts from the organization point of view and unearth their latent needs and get business for new LOB’s

MIS on account planning, collections and strategy development

Periodic meeting with Support Heads & team for plan of action

Designation

Client Relation & operations Executive, Sept 2006 - March 2010

Roles & Responsibilities

Single Point of Contact (SPOC) for Brokerage House, Banking Sector and Financial Institutions

Proposal and Order processing form generation

Understand the LOB specific client requests and handle the allocation process

Supporting adhoc requests for client analysis and reviews

Prioritization/re-prioritization of product delivery with effective time management

MIS on quality, productivity and client management

Data reconciliation and month end report generation for the senior management

Extraction and mining of data reports from the SAP

Supporting revenue analysis & reviews

Interacting with the onshore partners & understanding their request & provide necessary support

End to End process responsibility and to be in control of End of day and critical reports

Responsible for maintaining records of clients profile at National and International level

Responsible for training on Domain and Personal development to team members and new recruits

Assistance in CTCL/Documentation to the exchange

Revenue collection follow-up

Clientele

Brokerage House, Banking Sector and Financial Institutions

Company

R.N.A. Builders (A.A.), Mumbai

RNA Corp, earlier known as RNA Builders (A.A.), is one of India’s leading property development companies with over three decades of experience in offering solutions to individuals and corporate customers. Their projects offer lifestyle propositions to home buyers and world class office space for corporate users.

Designation

Customer Relationship Executive, July 2005 - Feb 2006

Roles & Responsibilities

Customer interaction on the sales activities

MIS on weekly and monthly metrics

Project Presentation

Analysis of Customer’s Profile

Assistance in In-house Sales

Assistance in Back office

Clientele

Individual Clients

Education:

2009, Welingkar Institute of Management Development and Research

Level : PGDFM

Specialization : Finance

2007, Mumbai University

Level : Masters

Specialization : Commerce

2005, Mithibai College, Mumbai University

Level : Bachelors

Specialization : Commerce

Computer Skills

Proficiency in MS Word, MS Excel, MS Outlook, MS PowerPoint.

IIFB Banking certification, ITIL V3 Foundation Certified

Personal Information

Date of birth : 21 May 1985

Marital status : Married

Current Location : Mumbai

Preferred Location : Mumbai

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