MANISH M RAI

Service Delivery Manager

El Paso, TX

+1-915-***-****

ac2oyg@r.postjobfree.com

Project Management

Invoice Processing

People Management

Change Management

Risk Management

Business Analysis

Continuous Process Improvement

b2b Collections

Business Training

Customer Service

Requirement Gathering

Manual Regression Testing

Working on RFP

Account Receivables - b2b

Collections

Account Receivables - Invoice

processing

Account Payable - Invoice

processing

Account Payable - Check processing

Relocation - Document Processing

Travel - Airlines Customer Service

Travel - Car, Hotel & travel packages

Hotel - Vendor Management

Business Training

Sales & Up-Selling

Call Center Operations

Mail room Operations

Sabre

Salesforce

ServiceMax

Siebel

Captivate

KANA

ARAVO SLM

Ancile uPerform

OmniScan

SnagIt

A talented Manager with experience in different domains. Manish has 13+ years of proven track record in ensuring projects are delivered to the highest quality, within budget by effectively organizing, managing and utilizing all resources. An Innovative business professional with a keen attention to continuous Process improvement and expertise in analyzing business requirements and transforming them into technical solutions and equipped with the ability to accurately assess problems and quickly generates resolution.

2015 -

Present

Service Delivery Manager

Capgemini

Accountable for Service delivery

E2E Engagement delivery ownership

Manage Customer Engagement Relationship

Accountable for Operational Excellence

Accountable for process compliance, quality adherence and process improvements and fixes

Accountable for consistent and integrated implementation of projects and daily operations

Accountable the timely delivery of projects and within budget People management

Presently managing multiple projects integrated as a Whole Some of the projects I presently manage are:

1. GE Energy – Power & Water AR – Invoice processing 2. GE Life Science – Customer Service – Inbound Calls 3. GE Healthcare – Critical Help Desk – Inbound Calls 4. Sun Life Financial – Enrollments, Medical Underwriting and Life & Disability – Document processing

5. Four Season Hotel – Paper Invoicing & AP Check processing – Invoice processing

6. Global Billing – Capgemini – AR Invoice processing 7. Paragon – Relocation Doc

2013 - 2015 Project Manager - ARAVO (Supplier Lifecycle Management Tool)

Capgemini

Lead a team working on ARAVO global implementation Coordinating with GE business and other stakeholders to drive the implementation project and timelines

Gathering detailed business and technical requirements from customer from very initial phase to avoid future change requests Preparation of Unit Test Case scenarios

Conducting integration testing of the project enhancements/ change requests in coordination with all teams

Provide support during UAT

Analyzing any defects or failures, identifying & fixing any root causes Coordinating with operations and business owners to discuss their queries and resolve it with concerned teams/stakeholders for closure 2012 - 2013 Training Manager - ARAVO (Supplier Lifecycle Management Tool)

Capgemini

Lead a team of business trainers

Identify training needs per business requirement

Catering to GE global audience providing business application training Participate in meetings to receive feedback from business end users to identify evolving challenges and how to best adapt the training Core Competencies

Domain Expertise

Tools & Applications

Summary

Work experience

programs and improvise on the application to meet the business needs

Content creation, designing training guides and other relevant training documents

Creating e-learning Module

Maintaining and updating the Knowledge Management Portal 2011 - 2012 Business Analyst - GECARS (GE Core Account Receivable System)

Capgemini

Worked with a team of developers working on development and maintenance projects for F&A processes related to Accounts Receivables (cash applications, p2p & b2b collections) and customer service applications for GE

Providing the team with domain knowledge and its related functionalities

Preparing Guidelines for the team for gathering information from clients

Executing, Monitoring, and tracking of Knowledge Transfer to the team from functional owners

Preparing functional documents

Preparing unit test cases and scenarios for regression testing Assisting team in getting build, root cause analysis and user acceptance test sign off from business

Identifying areas to create new business opportunities Participating in project planning sessions with Project Managers Participating in weekly and Monthly business summery calls with delivery and project managers

Conducting Solution walk-through sessions for the clients Helping the team in identifying areas of improvement from domain perspective

Performed unit testing, system testing and integration testing Involved in Fixing the UAT Bugs, change requests (CRs) analysis and impact analysis of CRs

Worked with client in the UAT Build, Configuration, Deployment and Integration

2008 - 2011 Team Lead - Sabre – b2b Collections & Customer service WNS Global Services

Lead a team of agents working on Customer service and b2b Collections

Working on escalations issues exclusively

Designing collection strategies and drafting dunning letters Maintaining the daily turnaround time for emails and faxes received in customer service inbox and Service level agreement for calls received

Mentoring the new executives through their on- job training period & their transition queues successfully

Quality monitoring and sharing timely feedback for quality enhancement

Preparation & Implementation of quality development plans for the team

Preparation of trend report, daily service level agreement report, dashboard, maintaining early warning system tracker, Back log clearance and other processes related matrix

2007 - 2008 Subject Matter Expert - Travelocity Help Desk WNS Global Services

Worked on a specialized desk set up to help Travelocity hotel vendors and assist team leaders to resolve escalation queries Last minute Re-accommodations

Handling payment related queries and processing payments to vendors

Handling escalation emails, faxes and calls for Airlines, Car rentals and Hotel bookings

2006 - 2007 Sr. Customer Service Associate - Travelocity Customer Service

WNS Global Services

Assisting Airline customers over the phone

Flight Schedule change

Re-accommodations

Up selling Travel packages

2004 - 2006 Customer Service Associate

Global Tele Systems Ltd

Customer queries and up selling call packages to existing customers

(British Telecom O2)

Selling Life Insurance over the phone (American Life Insurance) Selling Gas connections over the phone (British Gas) SABRE - Customer Service & b2b Collections Process USA (FLORIDA) Prepared detailed process manual for b2b collections and customer service processes Maintained records for onshore Go-Live team activities and to ensure that all the queries and doubts were clarified

Regular interaction with offshore technology team to set clear support expectations Maintained a healthy business relationship by solving problems and reviewing performance of the process

Ensured smooth transition of knowledge and work volume per Ramp up plan Monitored teams learning curve

GE AR process was selected as a case study by GE auditors for maintaining ‘ZERO’ escalations and 100% TAT for 2015 and 2016

Received GE Customer Best Choice Award for Exceptional Performance Recognized by the client for Introducing a monthly meeting platform for upstream

[billing team] and downstream [collections] processes to have a dialog, identify gaps and share best practices

Introduced Project Synergy Program for new team members to familiarize them with various in-house teams working under the same portfolio – Teams like Software Development, Configuration, Implementation, PMO, Training and others Recognized for initiating and driving Friday fun time activities for team members to keep up a lively fun working atmosphere

Designed and implemented a pilot process to improve software compliance for business end users

Received several appreciations from clients for providing excellent customer service and leading the team for highest dollar amount collected Received Project Shunya Award 2009 and 2010 for managing the team with ZERO attrition

2001 - 2004 Bachelor of Science

Mumbai University

Major in Chemistry

1997 - 1999 Diploma in Computer Programing and Application TATA Tulec - Mumbai

Unix, FoxPro,HTML,DHTML,C++ and Visual Basic

Onsite Transition

Highlights

Education

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