Shiney Cherian

Mobile: 996**-***** e-mail: adby4b@r.postjobfree.com

INTRODUCTION SUMMARY

A dynamic professional with 12.5 years of rich experience in Project management, PMO, Process improvements, Financial Planning, and Technical Helpdesk

An effective communicator with excellent team building & interpersonal skills with the active Stakeholders and Clients

Client management with excellent team building & interpersonal skills with the active Stakeholders

DOMAIN KNOWLEDGE

Corporate functions: Program owner, responsible for end-to-end project setup (Resourcing, Forecasting, Reporting, Invoicing & Payment processing)

Banking: Transaction Processing, Payments Processing, Reconciliation and Settlements

CAREER CONTOUR

Sep 2008- Till date ~ Cognizant Technologies Solutions

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Project#1 – PepsiCo Inc

Application: MS Office-(Excel, PPT, SharePoint, Outlook)

Role: PMO Lead: Improvise Projects Operations, Customer Profitability & Project Management

DELIVERABLES

Generate accurate business Forecast for the year

Analysis of Actuals, Targets, Variances and Forecasts - Monthly and quarterly

Analyse Cost versus Expense on a monthly basis

Report DM on the variances from the established budget, and the reasons for those variances

Lead and contribute to the definition of the Statement of Work (SOW).

Create and manage project plan and scope throughout the lifecycle of the projects.

Analyse requirements from clients, assign them and have a close follow up with the respective Teams

Establish the reporting of baseline information for the project including progress and detailed milestones of the programme and change control

Manage the Project Budget and Margin.

Create and present Dashboard & Reports to Senior Management

Assisting Delivery Head on operational strategy for effectively scaling the forecasting requirements of the project

Track and report projects, provide written and oral updates to the Delivery Manager

Create project quality dashboards to maintain the SLAs

Communicate effectively with senior client stakeholders in Scrum calls on project priorities, progress and risk.

Establish and fine tune Operations/Support process, define SLAs, and come up with necessary templates

Drive profitable growth by implementing Revenue plans and supervising the Forecasts

Optimum resource utilization through cross training initiatives, buffer management

Analyse and investigate trends and issues & provide explanations within RCM

Compile and Track – Accounts Payable and Receivable

Managing a team of 15 to achieve the process SLAs & conducting appraisals

Invoice submission and tracking payments with customer

Project#2 - Blockbuster Inc., Retail Vertical (BPO)

Domain: Tech helpdesk, Email Support

Application: VMS, PeopleSoft, Servers (AS200, AS255/DS10, DS15/ PW500, PW433), Service desk

Role: Escalation Lead, Managing client escalation and a Team lead

DELIVERABLES

Helpdesk for Blockbuster retails stores

Monthly dashboard calls with the Clients and close all the open issues.

Handling Process Escalations, Daily/ Weekly/ Monthly Ops and Quality review calls with clients.

Vendor Management and Escalations as and when required

Training the new joiners, Floor support assistance for technical issues

Handling down store issues includes Installation/un-installation/troubleshooting of the servers

Mentoring team members in identifying the process improvements / Lean Projects

LEARNING’S FROM BPO/ SKILLSET

CLIENT COMMUNICATION - Ability to effectively collaborate with internal and external clients. Excellent verbal and written communication skills

HARDWARE - Troubleshooting knowledge of server, credit card machines, printers

TRAINING - Training the new joiners about the technical process

MANAGEMENT - Manage project deliverables and timelines while ensuring that client requirements are met and delegate the work to the team members

PROBLEM SOLVING SKILLS - High-level understanding of project management. Ability to manage multiple, complex, and multi-disciplinary projects

PREVIOUS ASSIGNMENTS

June, 2007 to August, 2008 ~ Allsec Technology Solutions

Outbound calls for credit call sales

Managing the file allocation for the entire team

Top seller for 3 consecutive months and a top performer alternative quarters

Maintained less than 2% calls rejection

LAURELS

Was awarded the Cognizant Enterprise Idol Service Excellence 2011

Best newcomer and the top seller among the rookies.

Consecutive Consistent EA (Exceeded All) rating for 3 years

Opel Awards for Best Performer & bagged many WOW awards for process initiatives

Various Appreciations from Client & Sr. Management for Handling Escalations

SCHOLASTICS

2002 - Bethel Mat. Hr. Sec. School, Velachery with 69%

2004 - Sarada. Vidyalaya Higher Secondary, School, T-Nagar with 74%

2007 - BSC Bio Chemistry in Dr.M.G.R Janaki College of arts & science. College, Mad University with 76%

2009 - MBA HR in Mad University with 69%

PERSONAL DOSSIER

Permanent Address B2, Block 1 Euphoria Apt, Chitibabu Nagar, Pallikaranai, Chennai 73

Date of Birth 15, April, 1987

Linguistic Proficiency English, Tamil & Malayalam

Marital Status Married

Preferred location Chennai

Shiney Cherian

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