Customer Service Data
Resume:
Kajal Bhagat
** ********* ******, ****** ****, NJ 08002
********@*****.***
********@*****.***
SUMMARY
Over 10 years of Data Governance and Commercial Data Reporting experience in pharmaceutical industry
Provided leadership to Production issues and resolutions. Deep understanding of Pharmaceutical data with Commercial Analytics reporting
Facilitated and gathered requirements for implementing new data source into the commercial data warehouse
Worked with business stakeholder on business improvement enhancements and delivered changes on Monthly delivery
Extensive knowledge of Healthcare professional data in Pharmaceutical industry and provide subject matter expertise to field sales, legal, compliance, targeting and reporting
Analyzed current data trend and provided input on Match Rule tuning on business rules for merging duplicate customer profiles through system
Managed and directed Data Stewardship team activities and led the Governance decisions related to all aspects for Master Data Management
Analyzed IMS prescriber (Xponent), Outlet (DDD) data feed and assisted sales, targeting and reporting team.
Provided guidance and leadership in Data Process Management for process cleansing, matching and scrubbing data
Continuously monitor the Data Quality to ensure accurate data is available to business and to understand patterns to improve the data quality
Excellent verbal and written communication
Enjoy working with people
Flexible and cooperative, both working with a team and individually
ACHIVEMENTS
Reduced 50% inflow of tickets by enhancing the system process
Successfully delivered business enhancements projects on Monthly basis to client
Gathered and analyzed functional and technical requirements from different business users and developed standard operating procedures that served as guidance to the team to perform data governance tasks in an efficient way
Met aggregate target amount for government reporting for both Sunshine and Open payment report
Reduced Healthcare prescriber duplicates by updating system rules from Conservative to Typical
Successfully delivered profile maintenance project for Brilinta TCS (Touchstone Customer Service) Representative in 2013 on time
TECHNICAL SKILLS
Databases: Oracle 10g, SQL
MDM : Siperian hub XUSP2, Informatica Siperian 9.5
Application: Touchstone Automation application, Veeva, IMS and Medpro scrub UI, Service now GBP
Software: Toad for Oracle, MS Office Suite, Siperian, Visio, ADP, Great plains, Query Analyzer, Enterprise Manager
PROFESSIONAL EXPERIENCE
Genpact Headstrong Limited, Reston, VA, 20190, USA
Client: Otsuka America Pharmaceutical Princeton, NJ
Principal Consultant/Business Analyst March 2015 – March 2017
Gathered system enhancements requirements from business and provided to developer for new developments
Worked with business stakeholder on business improvement enhancements and delivered changes on Monthly delivery
Provided support to testing and validation team with any bug fix and defects found
Provided leadership and guidance to Production issues occurred on daily basis. Deep understanding of Pharmaceutical data with Commercial Analytics reporting
Facilitated internal and external vendor communication regarding any changes in the delivery schedule and point of contact for any escalation
Managed day-to-day Internal and External communications with customers
Prioritized tasks, provide status reports for all production support activities to stakeholders
Recorded and classified received Incidents and undertook an immediate effort to restore a failed IT Service as quickly as possible
Assigned unresolved Incidents to appropriate Support Group
Analyzed and interpreted the needs of the business and translated into requirements for improving the overall business
Provided first-line investigation and subject matter expertise on all Incidents and Service Requests received prior to assigning to the correct team
Delivered the weekly and monthly reports to both internal and external vendor on timely manner.
Cognizant Technology Solutions, Teaneck, New Jersey, USA
Client: AstraZeneca Pharmaceutical Willington, DE
Data Steward Manager May 2013- Dec 2014
Managed the team of 25 data stewards at onshore and offshore and maintained projects deadlines and SLAs to ensure completion on time
Monitored ad hoc data management activities and provided subject matter expertise to business users on various business issues
Conducted meetings with Field Users, business stakeholders, and third party vendors for data validation and resolve data anomalies
Created monthly master data quality metrics regarding Data steward queue, under merge, merged profiles, sample eligibility, targeted profiles, spend profile, and presented to key stakeholders
Monitored and evaluated source contributed data results to ensure that proper matches were reflected in the system
Analyzed the impact on different downstream systems that were utilizing the data and recommended changes that needs to be incorporated
Coordinated with data vendor for timelines of data delivery and any issues or concerns
Developed the scrubbing process with external data vendor IMS and Medpro to improve the match for customers
Developed and maintained QA process to ensure accurate data were being published users
Provided business requirements for migration of MDM application Siperian hub XUSP2 to Informatica 9.5 version console
Responsible for providing knowledge transfer for HCP/HCA/Product/Outlet/Institution
Cognizant Technology Solutions, Teaneck, New Jersey, USA
Client: AstraZeneca Pharmaceutical Willington, DE
Senior Data Steward May 2006-May 2013
Customer Master
Evaluated and understood business requirements and communicated information to team members
Trained team members to use Informatica 9.5 software to make them self sufficient to perform data analysis
Administered team process and created weekly and monthly Data Steward SLA metrics reports for management.
Identified and managed the data quality issues, such as uniqueness, integrity, accuracy, consistency and completeness in a timely fashion
Manually merged duplicate customer profiles to remove duplicate entries and provide one view of customer data
Wrote SQL queries and performed quality check of data on a regular basis to ensure data was consistent.
Created project documentation, SOPs for ad-hoc projects
Resolved profile related issues for aggregate spend reporting to government.
Coordinated with IS team to resolve data issues and ensured appropriate data processed and published to downstream application
Performed user acceptance testing of New Generation HCM system and coordinated with New HCM project team to resolve defects found in new HCM system
Product Master
Performed data investigations as requested from compliance, commercial, and brand team personnel
Provided subject matter expertise for product master data and manage product market Hirechay relationships
Conducted meetings with IMS and brand team to review market definition and changes to the market
Completed add/edit/delete maintenance for market in system.
Simon & Schuster Riverside, NJ
IT Coordinator October 2004 – February 2006
Helped project managers with developing project status reports, creating and updating project website, reviewing process documents to ensure compliance, attending meeting and capture minutes and action items.
Managed and administered Share Point portal website documents
Created and ran queries in MS Access to load weekly point of sales files to data warehouse
Created forms, reports, pages, macros in MS Access
Added, removed and configured ODBC data sources
Created a DTS packages to Import/Export files.
Performed requirement gathering, documentation, process modeling, and user acceptance testing
Compared reports on mainframe
Performed documentation and administrative duties
Millipore Corporation Bedford, MA
Project Manager Assistant November 2003 – March 2004
Administered changes to the portfolio software application called Accolade
Made additions/changes/ updates to the application consistently
Tested/debugged certain features of the application
Organized materials needed for presentations and meetings on software application
Comcast (Third Party Verification Department) Chelmsford, MA
Database Maintenance June 2003-Oct 2003
Prepared weekly stats for team
Updated work order files
Added, deleted and assigned securities to users accounts
Wrote queries to modify programs as necessary
Responsible for troubleshooting and resolving problems with database and applications
Handled special projects as needed
Maintained Oracle database
Customer Service Representative March 2003-June 2003
Worked as third party verifier, which was required to install the phone
Took inbound calls as well as making outbound calls as required
Educated customers about the purpose of third party verification
Facilitated weekly meetings and seminars
Mailed third party verification letters
Assisted other employees while supervisor was not available
Assisted telesales department with quality control & conducting higher sales
Worked with Microsoft Office and Oracle software to update third party verification process
Fidelity Investments Manchester, NH 401K Service Representative (Contract) July 2002-Feb 2003
Provided account-specific information and processed transactions using quality customer service in timely and accurate manner
Performed daily exchanges and provided market quotes
Educated customers on different types of mutual funds, bonds and stocks
Provided information on loans & withdrawals
Walk through with customers on Fidelity net benefits website
Utilized proprietary software for entering customer information into a computerized database
Quickly and effectively de-fused any issues with customers in a professional manner
Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service
EDUCATION
University of Massachusetts Lowell, MA
Bachelor of Science in Business Administration June 2001
Concentration: Management Information Systems and Finance
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