Visa: Holding US B*/B* visit visa (valid till ****)

Summary:

11.6 years of comprehensive work experience into programs, projects and business management. Dealt with clients from across the globe on business operations, new business opportunities and project deployment.

Headed various IT programs in cross-functional environment from inception to launch. Multiple years of project management experience and repeated success in developing project initiatives and directing project plans in achieving revenue performance targets.

Wide breadth of experience to deliver in number of contexts with confidence and excellence. Led cross-functional and globally operational project teams. Clarified business needs, helped business partners by defining requirements and determining the objectives.

Verticals:

Banking

Manufacturing

Information Technology

Core competencies:

Leadership

Program management

Project planning

Timeline management

BCP

Change management

Stakeholder engagement

Contract management

Titles:

ITIL Certified in IT Service Management

CSM (certified scrum master ID 000806824)

EXPERIENCE:

05/2011 till 12/2017: Sr. Subject Matter Expert with Flextronics Technologies Pvt Ltd Responsible for IT and ITES project delivery. Working closely with the client delivering KPIs.

Major Projects:

Project: APTTUS implementation – Migration of complete contractual data from legacy tool (Ariba) to APTTUS and making sure the transition done with zero production impact.

Role: Project Manager; Duration: 14 months; Team size: 20; Tools used : MS project

Responsibilities: Due diligence, As-Is analysis, team formation, Process migration, Stability analysis, creating test cases, UAT and sign-off.

Project: Kaizen in Talent Hire – Standardized the hiring input details across 14 sites in a central tool.

Role: Project Manager; Duration: 6 months; Team size: 12; Tools Used: VSM, Pareto Analysis, Kanban.

Responsibilities: As-Is analysis, Vendor selection, SOP finalization, and Contract finalization, Process monitoring and roll-out.

Responsibilities:

Managed multiple projects and programs through various stages, from Inception till completion with competing priorities.

Worked on requirements gathering for process migration and As-Is analysis.

Smoothly managed the remote project teams through different geographies.

Understand the business requirement document and come up with the FSD.

Collaboration with vendors to support various projects.

Simplified few project delivery reports by automating them.

Provided analytical support to stakeholders, design and develop standard analytical packs, dashboards & informative reports pertaining to all the projects and processes.

Facilitated in data cleansing & maintenance, monitor data changes and report anomalies based on insights and business specific knowledge. Maintain data assurance and data quality standards.

Provided regular reports on customer and operational data with particular attention on progress against agreed targets and service level agreements.

Involved in workshops for tool enhancements and successful transition of processes.

Projects

Data migration project (Ariba to Apttus)

Talent hire

LTP ( Biometric tool launch)

Corporate Governance portal creation and launch (EMEA, APAC)

Sandbox Implementation

Tool development and deployment for PATS globally

Achievements

Participated in a leadership program of 8 months and won the top 3 contestants

Successfully cross trained with IT in running system upgrades for all business tools

Close collaboration with IT in successful automation of various platforms

11/2009 – 05/2011: Human Resources Advisor with Barclays Shared Services

Responsibilities:

SOW creation and BCP.

Enforce adherence to project timelines.

Coordinate with all the stake holders.

Conducting weekly review meeting and project tracking.

Communications and stakeholder engagement.

Handled HR and Payroll related issues for employees of Barclays globally.

Worked on payroll, compensation and HR policy related issues and provided immediate resolution or directed employees to the correct department for assistance.

Make immediate decisions that impact customer service levels with a sense of urgency.

Ensure successful knowledge transfer to the team in all the trained processes.

Perform quality audits and provide immediate feedback wherever necessary.

To ensure the SOP’S are updated on a periodic basis and get them signed off from the clients.

Achievements:

Implemented SIPOC, SOP, CAPA, BCP and FMEA for the entire department.

Received “Star Award” and “Pat-On-The Back Award” for managing a high volume workload within a deadline-driven environment.

01/2008 – 08/2009: Senior Process Officer at Intelenet Global Services.

Responsibilities:

Handling customer queries, complaints and requests over phone and assist them.

Handling escalations at times whenever necessary. Convincing irate customers by assuring the best service.

Forwarding mails to the respective teams to close complaints, and also follow up on the same.

Maintain a separate tracker for complaints and follow up cases to ensure resolution is provided at the right time.

Preparing timely reports on the performance of the team which enables the team to understand where they stand

Interacting with the team often in order to understand what are the challenges faced by the team.

Creating alternatives to overcome the challenges faced by the team.

Mentoring new joiners in terms of product and process. Guiding them with the right way to understand the process in an easy way

Achievements:

Resolved an average of 450 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)

06/2006 – 01/2008: Junior Processing Officer at TCS. Responsible for balance transfers, cross selling and upselling banking products.

Interacting with customers of different countries like US, UK

Providing solution to their queries regarding their accounts.

Performing transactions like making drafts over the phone and also guiding the customer to do transactions online.

Assisting with the options of accessing customer accounts online.

Taking complaints wherever necessary and following it up with the respective team and take the same till closure.

Accomplishments:

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Tools:

Salesforce

Service Now

Apttus - Contract Management

Siebel

MS Project

Microsoft Office [MS Word, MS Excel & PowerPoint Presentations]

Ariba Database Tool

SAP R/3

Formal Education:

Qualification

Board/University

Year of passing

MBA (Operations Management)

Anna University

2017

Bsc (Information Systems Management)

Madras University

2006

HSC

T.N State Board

2003

Personal Details:

Age : 32 years

Date of birth : 11-March-1986

Nationality : Indian

Marital Status : Married

Languages known. : English, Tamil

Hobbies & Interests: Numismatist, Listening to Music and Art

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