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Project Manager

Pune, Maharashtra, India
August 28, 2017

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Rashi Kataria


Mobile: +91-738*******/ +91-869*******


To secure a managerial position where I can leverage my strong customer service and relationship building skills while utilizing my diverse work history & experience to accomplish personal goals aligned with organization goals.


Overall work experience of 10 years in the BPO industry.

Dexterity in handling overall functioning of processes & implementing processes in line with the pre-set guidelines. Proficient in managing and leading team.

Proficient in developing training & development initiatives for improved productivity, quality.

Possess excellent interpersonal, communication and organizational skills with proven abilities in relationship management & team management.


Firm background on transformational projects - Lead 1 Green belt project and 7 Yellow belt projects.

Sound knowledge of transition methodology.

Firm background in accomplishing operations, handling multiple processes, training objectives, continually monitoring ways for improving organizational development and client management

Excellent time management, prioritizing, multi-tasking, organizational and communications skills

Managed a team of 8 people with Telecom Client. Currently handling team of 25 people for Procurement Business as an Assistant Manager

Carrying US Visa valid from Feb 17 to Feb 27

Career Highlights

Infosys BPO Ltd Assistant Manager (Dec 16- till date)

Key player in onsite transitioning the process with proper planning and handover

Managing overall client relationship

Managing Controls & Compliance work for the client

Review performance of the team members and responsible for conducting training or development opportunities for them

Enhancing a Governance Operating Model

Team Lead to Assistant Manager (Aug 2012- Dec 16)

Managing Procurement related team (4 processes- Vendor Master Data, PO Creation, PO Changes, and Blocked Invoices Resolution) for Proctor and Gamble Engagement for last 3+ years. Total strength of the team is 25.

Key Responsibilities

Managing overall client relationship

Key player in onsite transitioning the process with proper planning and handover

Handling a team of 25 people, Motivate the team to achieve their respective targets, solving the queries of the clients as well as team members

Grooming & coaching of sub ordinates for the next role.

Initiatives: Managing Incident Management, Change Management, Quality control, assurance and improvement in quality program for process. Ensuring process is compliant

Leads Training for new joiners

Review team performances in Weekly Review Meetings

Interacting with clients through e-mails and conference calls to review and resolve operational issues as well as implementing new techniques.

Ensured zero billing loss

Involved in 4 Projects as a part of Transformation Group from Infosys side

Green Belt Certified and working on one Black Belt Project related to Blocked Invoices Resolution

Achievements: Awarded-

Best team Award for maintaining 100% quality score and meeting the SLA Targets

High Performer award for the year 2012-2013 and 2013- 2014

Transformations (*Major Highlights)

Lead a Yellow Belt Project which helped in elimination of non value added activity in one of the queue. The team has been able to achieve a higher degree of customer satisfaction by providing services right first time. Also, the project leads to 1 FTE reduction. Savings: £ 55,780.00 Annually

Lead a Green Belt Project which helped in setting with the Vendor Master Data team within Infosys for Procter and Gamble Company and help improving the SLA Targets from 65% to 90% Globally (Asia, WE, CE, NA, LA). The team has been able to achieve a higher degree of customer satisfaction by providing services right first time. Savings: £ $ 2603 Annually

Working on one Black Belt Project related to Blocked Invoices project (SLA Improvement and other Industry Practice)

Infosys BPO Ltd

Process Specialist (June 2007- Oct 2011)

Ensuring that staff is motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Produced accurate reports on team s performance for senior managers.

Key Responsibilities

Preparing daily workloads for staff & coordinating the daily allocation of work

Motivating the team to achieve high standards

Handling new client enquiries and acting as the face of the business

Dealing with and resolving problems and issues which arise

Mentoring and training up junior and new staff. Monitoring & reporting on standards & performance targets.

Arranging & chairing weekly team meetings, focusing on targets & achievements. Implementing new initiatives

Appreciate team members and creates a positive working environment

Ensuring all administrative and IT records are entered and updated correctly

Providing prompt and accurate information on individual performance

Key Player for the Reverse Transition for Commissioning process within Telecom Project

Key Player of Transition for Revenue Assurance process within Telecom project with proper planning and handover

Achievements: Awarded-

Best Employee Award in Quarter 3 (2009-10) in CME vertical.

Best Team Member awards from Telecom Client for both years (FY 2010 and 2011). Along with this, my team has been awarded with Best Team Award in 2011.

High Performer award (2013 and 2014).

Reduced number of faulty ports that were delivered at end users sites. Team and self were awarded with 2 Blue Ribbon Certification from Telecom Client.

Transformations (*Major Highlights)

Closed first major transformation project as a Lead The Project helped in reducing the number of faulty ports in the network which are re-used to fulfill the customer needs rather than ordering/installing new equipments. This resulted in saving the costs involved in ordering/installing of new equipments thereby saving several thousand pounds for BT and also a reduced lead time for provision of new ports to the customer

Closed second transformation project as a member The project helped in arranging quicker engineering visits to the sites and bringing more ports back into service in a shorter period of time. This has also helped in resolving capacity issues on customers awaiting visits. The team has been able to achieve a higher degree of customer satisfaction by providing services right first time

Closed third transformation project as a member- The project helped in reducing the overall time required for dealing with the customer order and has resulted in reducing TAT and thereby delivering the services to the customer right first time

Closed fourth project as a lead- Improvement in SLA for Vendor master Data Team from 65% to 90% globally

Working on 4 Projects as being a part of Transformation Group


Proven ability to manage through others. Strong decision making and problem solving skills. Able to motivate and lead others in a team environment. Excellent communication skills, both written and verbal. An ability to build rapport and trust quickly with work colleagues and clients. Able to prioritize tasks and workloads in order of importance. Track record of delivering results with deadlines.


2011 Diploma in Management- Wellingkar University

2003 Diploma in Interior Designing IEC School of Art and Fashion

2002 Bachelor in Science Vikram University

1998 HSC MP Board

1996 SSC MP Board


Office Tools : Excel, Word and Power Point


Gender : Female

Marital Status : Married

Languages : English, Hindi, Sindhi

Date of Birth : 30th Nov 1980

Address : D-302, Wind Chime Society, Rahatani, Pune

Contact this candidate