Simon P Varghese – Lead PMO/BA

Phoenix, AZ 816-***-**** acwo5z@r.postjobfree.com

Results-focused team player specializing in driving operations growth, building solid teams, creating strategic initiatives, providing world-class customer services, and cultivating a strong company image eager to offer 10 years’ experience toward maximizing a top employer’s success.

PROFILE OF QUALIFICATIONS

Probing and resolving queries towards customer satisfaction.

Achieving operational targets and performing at par.

Managing team work, flexibility at team levels.

Lower dependency level, self driven, self motivated.

Excellent track record of providing top quality customer service.

Knowledge and better understanding of the corporate environment world wide, including experience at WNS Global Services Ltd. Infosys Ltd, Steria Ltd, Fiserv & Syntel

Good experience on administrative aspects and reporting requirements.

KEY AREAS OF EXPERTISE

Business/Data Analyst

PMO

Strategic Intelligence

Agile / Scrum Master

Financials/Governance/ Reporting

Planning/Drive efficiency

Crisis Management

Co-ordination/Scheduling/Tracking

Strategic Analysis/Framework

Resource Management

Process Improvement/Team work

Implementation/Out of the Box

CAREER HIGHLIGHTS

Received “SMART” from Amex for displaying innovation, optimizing time & cost for delivering the results.

Effective implementation of Agile/Scrum methodology in the Tools & Reporting automation, enabled the deliverables 70% faster with higher quality.

Been a Lead in Displaying various POC to major BNFS & Healthcare Clients and winning the deals as a part of Pre-Sales Presentation

PROFESSIONAL SYNOPSIS

Syntel Ltd. Pune (2010 – 2015) - (2015 – Till Date - Phoenix)

PMO Lead for Client: AMEX

Strategically assessing overall, the Tech Debt at American Express Technology. The process includes to unearth poor architecture, legacy infrastructure, bad codes, excess/limited skilled resources, networking issues etc…This includes communicating different application tech teams as well as their business to know the current gaps & roadblocks preventing their faster growth, time to market delivery & customer satisfaction. After assessments, comes the solution or consultation. That may include introduction of tools, automation procedures, DevOPs etc.

Project Management, includes Project Setup, Create Cost Plan, Update/Maintain the cost plan, Create WBS/Tasks, Assign Resources to the task, Follow up for Cost plan approvals, GL Allocation & Project Status Maintenance, Project Closure, Entering Change Controls, Issues and Risks, Billing Tracker Maintenance and WIP Adjustments

Time Management – Clarity, includes Publishing Timesheet – Defaulters and Weekly Reporting on Timesheets

Performance Reporting, includes MSA3 (Master Level Agreement – PM Schedule/ Budget of the Project by monthly reporting), MSA5 (Resource Release by monthly reporting), MSA6(Resource Reporting by quarterly reporting)

AMEX On/Off Boarding, includes Roll On/Off requests raising in PMDB, ID creations and Deletions, Tracking Amex Mandatory trainings (Information Management/Training) and Amex-Syntel agreements NDA, SASA and WRA

Process Automation and Syntel Quality Audits, includes maintaining quality checklists and conducting mock audits frequently, Integration of MPP with Clarity, TRIUMPH SharePoint updates for information sharing and Automating Billing trackers

Communication Plan: Send out MOM, track on the Action Items and update Project plan.

Resourcing (collect the profiles, short list resources, co-ordinate interviews with PF owners

Track weekly Clarity Timesheet defaulter list with the help of automation tool and publish reports to all vendors

Infosys India Ltd, Hinjewadi, Pune (Process: Collections)

Sr. Claims Analyst – September ’09 till June 2010.

Working for WMG (Warner Music Group) as senior analyst and collection executive.

Role of an SME (Subject Matter Expert) training associates in regards to collections process.

Working towards KRA’s (Key Responsibility Areas) set by the organization for every year.

Working on existing SOP’s and try making amendments for smoother and efficient understanding.

Handling escalations and helping team to understand the areas of improvement.

Monitoring the queue, and supervising the team in the absence of Team Manager.

Fiserv India Ltd, Kalyaninagar, Pune (Process: Collections)

Sr. Customer Service Associate – March ’09 to August ’09

Working for Stone River Pharmacy Solutions as a senior collection associate.

Handling supervisor calls in case of escalations.

Maintaining the service qualities and parameters to exceed the benchmarks set by the company.

Handling client requests on priority basis, and imparting training to new hires for business enhancement.

Monitoring the queue, and supervising the team in the absence of Team Manager.

Steria Ltd, Talawade, Pune. (Process: Scottish Widows, Insurance & Collections Process (NHS Shared Services).

Customer Service Executive – April’07 to March ’09

Job Description:

Working with the corporate insurance team.

Handling special customer-requests, and fulfilling them to their satisfaction.

Maintaining the service qualities and parameters to exceed the benchmarks set by the company.

Handling escalations on priority basis, and imparting training to new hires.

Monitoring the queue, and supervising the team in the absence of Team Manager.

Training / Coordination: Planning & scheduling training of newly hired agents, coordinating with trainers and senior management.

Administrative:

Provide accurate team data, productivity reports, C-SAT reports for the team to the Team Manager.

Schedule and forward the reports to senior management on a daily basis

WNS Global Services Ltd., Pune. (Process: Travelocity).

Foremost BPO in the NASSCOM Awards 2003-2004; Travelocity (the second largest travel based website in the USA).

Customer Service Executive – Dec.’04 to Mar.’07.

Job Description:

Handling customer queries and complaints at the inbound call center for Travelocity.com.

Assisted tourists to book reservations for flights, hotels, chartered cars worldwide.

Responsible for airline ticket re-issues.

Also worked in e-mail support for the same process. Involves web based queries and providing solutions for tourists wanting hotel / flight / travel reservations.

Online resolution of escalations and customer complaints.

Achievement: Awarded “Star of the Month” for exceeding performance parameters on the floor for Customer Satisfaction and exceptional productivity.

The Indian Express, Pune (India’s leading newspaper edition).

Customer Service Representative - July’02 – Dec.’02.

Job Description:

Promoting newspaper sales.

Field marketing with a team of 25 agents.

Daily job assignment and area coordination.

Tracking daily sales, and reporting it directly to the Area Manager.

EXTRA CURRICULAR ACTIVITIES:

Achieved C-Certificate from the “NCC (National Cadet Corps)”, Naval Wing for ATC and Ship Attachment Camp.

Active participation in football and basketball tournaments at Zilla Parishad Level.

Active participation in cultural activities for mimicry and skits.

EDUCATION & TECHNICAL SUMMARY

Bachelors in Commerce

Dr. D.Y. Patil College, Pune, India (2004)

Tools & Expertise

CA Clarity

SharePoint administration

Vendor Management

QTP Automation Assistant

Data Analyst

Program Office

MS Office (Advanced)

MS Visio

MIS

MS Visio

Financial Analyst

Scrum Master – Role Based

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