Shilpa Pralhadrao Kadam

Mobile –917********* /965-***-**** E-mail id – adcl70@r.postjobfree.com

Profile Summary

Post Graduate with 14 + years of experience. 8 Years of experience in Healthcare Industry with Cognizant Technology Solution and 5 years of experience in Service industry with WNS.

PROFESSIONAL EXPERIENCE

1.Cognizant Technology Solutions India May 2011 – PRESENT

Team Leader (Consulting)

Application and Technology:

Using Facets as front-end application platform.

Using SQL Server Management Studio for the database interactions.

Using Agile/Scurm methodology to complete the project.

Job responsibilities:

Review/analyze and evaluate business systems and user needs. Document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Use data modelling practices to analysis the findings and create suggestions for strategic and operational improvements and changes. Ensuring the system design is perfect as per the needs of the users.

Monitoring project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.

Performed daily, weekly, monthly reviews and analyses of current processes using operational metrics and reports.

Suggested changes to senior management using analytics to support the recommendations. Actively participate in the implementation of approved changes.

Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement.

Conducted insightful adhoc analyses to investigate ongoing or one-time operational issues.

Communicate with internal colleagues to understand the needs of departments and the organization as a whole.

Working with external and internal stakeholders to understand and investigate feedback into the service, function or product provided.

Produced written documentation to support the work, report on the findings and presented to stakeholders when necessary.

Supported staff and teams in making the recommended changes, helped them to resolve any issues.

Ensured plans is made and processes are created to evaluate the impact of the changes made which include taking responsibility for overseeing and reporting on this evaluation.

Delivering work products throughout the project life cycle.

Developing a training curriculum and conducting formal training sessions covering assigned systems module.

Monitoring the Products, life cycle and provide the update of the project plan to the stakeholders.

Worked on Commercial, Individual, Medicare health care plans.

2.WNS BPO, Pune (April 2006 – April 2011)

WFM Executive

Process: Centrica (Internal Services)

Process involves solving Billing queries for British gas and Electricity customers.

Job responsibilities:

Allocating work to be completed within agreed SLA on TAT

Tracking and monitoring agent wise clearances on hourly basis

Analyze backlog cases and develop plans for completion of such cases

Plan OT shifts during high work volume

Monitoring work received, cleared and outstanding.

Liaising with our offshore office to set work directions for the day and evening shifts

Report weekly figures on adherence to targets, call volumes, faults received

Attend meetings with key stakeholders on any addition work direction

Ensuring the customer experience and expectations are managed efficiently

Monitoring agent productivity

Resource Planning

Operational Planning

Resource Scheduling

Time management

Handled all administration Task

Handled team of 126 advisors

Through understanding the objectives set by Online and Local Management teams to ensure work is distributed to maximize the ability for all tasks received are worked within prescribe SLAs.

An SME (subject matter expert) involves training of new employees about the process, feed back sessions, handling escalations and queries of new as well as old advisors.

Taken care of various responsibilities of the team in the manager’s absence

Responsible for the updating of weekly numbers, team toss, and handled the roistering for the team.

Responsible for managing the queue on daily basis (Queue Manager)

Handling APT (advisor productivity tracker) for the team.

Gone through TL’s Training for six months i.e. ES STAR Program with WNS, Pune.

3.Maulana Azad College, Aurangabad Sep 2005 – March 2006

Faculty

Department: Biotechnology & Microbiology

Job responsibilities:

To Teach Computer Application paper to Bsc 1st Year Biotechnology (Theory & Practical)

4.Institute of Science, Aurangabad Jan 2006 – Aug 2006

Faculty

Department: Biotechnology & Microbiology

Job Responsibilities:

To Teach Computer Application paper to Msc 1st Year Biotechnology (Theory & Practical)

5.Ex-Man’s Infotech Computer Institute March 2000 – May 2003

Center Head cum Faculty

Job Responsibilities:

Was responsible for all the activities within the center.

Worked as Faculty, which involves training of new students about MSCIT, including MS-Word, Excel, and PowerPoint etc.

KEY SKILLS AND COMPETENCIES

Supervising

Ability to manage through others.

Ability to work well with all levels of the organization.

Superb coaching and mentoring skills.

Prioritizing important tasks and ensuring they are done first.

Ability to follow and comprehend complex instructions, short correspondence, and memos.

Personal

Able to speak to both decision-makers and junior staff in a tactful and sensitive manner.

Establishing good working relationships with colleagues.

Ability to negotiate and influence.

Integrity, humility and an entrepreneurial attitude.

Friendly and upbeat attitude.

ACADEMIC QUALIFICATIONS

Msc.( biotechnology) with 59% in June 2005

From MGM college Aurangabad

Dr BAMU,Aurangabad.

Bsc. (Computer Application) with 58% in June 2000

From D.S.M college, Parbhani.

Swami Ramananad Teerth, Marathwada University, Nanded.

H.S.C with 59% in March 1997

From Shri Guru Budhi College, Purna-431511

Aurangabad Board.

S.S.C with 60% in March 1994

From Railway High English Medium, Purna-431511

Aurangabad Board.

Additional Certification:

ITIL v3 Foundation

PERSONAL DETAILS

Date of birth : 16 Feb.

Sex : Female.

Marital status : Unmarried

Languages known: English, Hindi & Marathi.

PASSPORT DETAILS

Passport No. : J8314913

Valid Visa of : United States of America

Visa Type : B1/B2

Valid till : 29-Sep-2021

REFERENCES: - Available on request.

DATE:

PLACE: Pune SHILPA KADAM

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