AMITHA REDDY KONTHAM

Job Title: Vice President Contact: +91–986-***-**** E-Mail: addvba@r.postjobfree.com

MCA with Varied Certifications - Transformation Leader, Certified Manager, Six Sigma Green Belt, Certified Scrum Master, Certified Product Owner and Prince2® Foundation

Targeting Managerial Assignments In:

Operations Management People Management Project/Portfolio Management Transition Management

Dynamic career of 18+ years in BPO, Clinical and Banking Industries with 14+ years of hands-on managerial experience in delivering diverse & challenging projects while ensuring customer experience at all times. Worked with reputed organizations like GE, Satyam BPO (Tech Mahindra), PAREXEL, Novartis & JP Morgan Chase.

PROFILE SUMMARY

Successfully Transitioned processes from US, UK and Switzerland to India for different Organizations – Satyam BPO, PAREXEL International, Novartis and JPMorgan.

Established and stabilized Global Support Helpdesk process in Ireland.

Proficient in administering IT Operations, Incident & Problem management, Availability & Escalation Management, conducting RCAs and delivering robust & rapid solutions to all Critical Incidents & chairing management calls for effective coordination in line with ITIL guidelines

Skills in Disaster Management, Business Continuity Planning & Effective Change Management for smooth 24*7 IT Operations

Expertise in directing & mentoring teams towards excellent service delivery as per global standards/SLAs and executing critical projects from resource planning, risk management, progress tracking to timely completion

Efficient in coordinating with global cross-functional teams, vendors, sr. management & clients for achieving technology excellence at lowest cost & timely project execution.

Forward-focused Leader with decent experience in talent hiring and mentoring teams & enabling knowledge-sharing amongst team; problem-solver with strong communication & analytical skills

Core competencies include:

Project, Program, Portfolio and Operations Management

Driving Operational Improvement projects

People Management (remote, local, direct and matrix)

Drive Customer Experience (CX)

Change and Incident Management

Communication, Change, Client and Stakeholder Management

Strategic Planning

Contract Negotiations

Transition Management

Transformation Management

Resource Management

P& L Management

Technical Expertise

Team Building and staff retention

Risk and Resilience Management

Current responsibilities:

Successfully Transitioned Global Tech Support process from US to India.

Manage Global Tech Support Team (includes Managers, Tech Leads, Subject Matter Experts, and Analysts) dedicated to provide Technical support to worldwide users.

Additionally, manage Wintel and Citrix Infrastructure Support Engineering Teams – Change management (ITSM), Incident Management (HPSM), Request Management (EURC), Server builds/Tech refresh (share point tool), Projects (JIRA).

Manage Operational Improvement Team (as a Scrum Master, drives on JIRA) – Drive Customer Experience (CX) projects -Gather 360 degrees feedback about the process from Stakeholders, Clients, Peers, team members etc . Improve Net Promoter Score (NPS), improve resolution%, decrease re-open%, review processes, tools, etc.

Transformation Leader - Drive agile (as Agile Coach) transformation and Customer Experience in the Organization. Drive Infusing CX workshops, thematic forums, transformation broadcasts, quizzes, floor huddles, trainings on Agile/Scum and JIRA.

Career Advisor for Women Employees in the Organization to help them in their career growth.

Catalyst Location Lead – Drive Agility/Trainings/Transformation Broadcasts/ Manager Excellence/Cultural activities in the location.

Professional Summary:

Vice President, JP Morgan Chase & Co. from May 2016 till date

The primarily role of a Vice President is to manage Global Tech Support team (includes Managers, Tech Leads, Subject Matter Experts, and Analysts) dedicated to provide Technical Support to worldwide JP Morgan users via Phone, Web and Chatbot – ServiceNow tickets. Successfully transitioned and stabilized the process from US to India.

Additionally, manage Wintel & Citrix Engineering Teams – Change management (ITSM), Incident Management (HPSM), Request Management (EURC), Server builds/Tech refresh (share point), Projects (JIRA).

Tickets are logged and processed in Servicenow tool.

Always feeds AI chatbot tool on Customer queries and handles escalated incidents

Unlock and Reset user’s desktop/phone Passwords

Trouble shoot VDI (Virtual Desktop Infrastructure) issues

Troubleshoot and assist all JP Morgan Internal applications

Review reports/account status on Splunk tool and troubleshoot accordingly

Password resets/user access on Active Directory

Troubleshoot Outlook, Printer, Remote Assistance, etc issues

Troubleshoot Internet, MS office, etc issues

Perform desk visit to troubleshoot and replace system peripherals.

Retrieve Customer feedback/NPS scores in Qualtrics tool

Roles and Responsibilities:

Perform Stakeholder and Client Management.

Implemented Service Now and Artificial Intelligence tools in the process

Attend process audits - review Risk and Control processes.

Implementation and maintenance of standard policies & procedures.

Drive KPIs and Objectives for the team.

Manage Process Budget (P&L) and report to Senior Management.

Coordinate with HR for competency framework and career mapping for the team.

Ensure smooth running of the department by meeting the set metrics and SLAs.

Hiring, on boarding, Performance management of staff & appraisals.

Manage Risk and Resiliency tasks for the location.

Manage R&R for the Team.

Lead the P1 incident meetings

Projects:

Conducted Customer Experience (CX) workshops in India.

Drive Customer Experience (CX) projects -Gather 360 degrees feedback about the process from Stakeholders, Clients, Peers, team members etc. Improve Net Promoter Score (NPS), improve resolution%, decrease re-open%, review processes, tools, etc.

Implemented tools - Service Now, Self Help Tool, Artificial Intelligence (Amelia) chatbot, Splunk, qualtrics tools.

Ticket reduction - Analyzed the data, trained the clients on our self help tool, conduct Tech bars, NHO, etc.

Integration of Tech Teams to perform better resource management - Prepared Service Catalogue and Skill Matrix for the Team. Calculated the exact FTE required and distributed the Techs for L1/L2/L3 support accordingly.

Work Load Management - to review the Team Workload Vs Productivity.

Not My Problem - Driving effective Collaboration with other support teams to increase team productivity/FTF and improve Customer Experience

Driving Quality improvement projects – ticket reduction, ticket re-opens, NPS improvement, ticket audits, etc

Implemented Soft Skills Training model

Driving Manager Excellence program – Training, Feedback, Empowerment, Recognition Driving Product based Self Organized teams

Created Learning Journey Map – for all the Analysts, this helps in their career growth

Operations Manager, PAREXEL International Pvt Ltd from Jan 2014 till May 2016

The primarily role of a World Wide Investigator Payment Office Manager is to manage multiple portfolios and support teams (Helpdesk, QC and Routing Teams), ensuring timely and accurate payments to investigators on all studies managed by PAREXEL.

Transition and setup of Investigator Payment Office (multiple projects/studies) in India.

Oracle 11i and R12 – Enter the invoices, attach the images from KOFAX and process them for payments. Update payment methods, re-classification of invoices, release HOLDs for payment, etc.

Impact Harmony, CTMS (Clinical Trial Management System) application - Setup funds, mark visits, raise invoices, etc

Business Objects - Run patients Visits, Supplier information reports, etc…

KOFAX - Scan invoices into different queues, create doc ids for invoice for processing, assign and re-assign the invoices to associates working folders for processing.

Team reviews the Contracts and process the Invoices for Payments.

Performs Recons for all the payments processed on the projects/Studies.

Assyst/Talisma – Ticketing Tools to capture customer requests/queries.

Roles and Responsibilities:

Perform Stakeholder/Client Management.

Manager both Local and Global Teams.

Setup of IVR (Voice)/IWR (Web) systems for Helpdesk team to resolve customer queries and requests.

Setup of Assyst/Talisma – Ticketing Tool for Helpdesk team to capture the Customer queries and requests.

Setup of Studies/projects (New and maintenance) in India–resource management, payments processing, reconciliation, etc.

Ensure accurate and timely data is available to support client billing.

Implementation and maintenance of standard policies & procedures.

Improve overall efficiency of the process.

Participate in and take responsibility for relevant client audit issues. Handles escalations and CAPAs for the team.

Plan best use of resources to improve their day-to-day activities, introducing best practices and innovative thinking

Undertake the full range of duties relevant to the leadership, management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectives

Setup of Associate Manager and Team Objectives & Metrics to measure process & Team performance

Manage Process Budget (P&L) and report to Senior Management.

Prepared Process Maps, SOPs and training documents to the team.

Coordinate with HR for competency framework and career mapping for the team.

Setup of systems and required applications to the team members.

Ensure smooth running of the department by meeting the set metrics and SLAs.

Collaborate with Internal and External business partners to create strategic plans to enhance customer service and profitably. Actively strive towards higher Client satisfaction

Working on Tool enchantments for Process with IT Teams.

New Hiring, Onboarding, Performance management of staff & appraisals.

Motivating and leading the team and also lead the way in developing processes and efficiencies.

Implement process improvements based on the Management/Project Team/Client feedback and quality Audits.

Publish Monthly dashboards to Clients and Sr Management showing process progress.

Identification and resolution of employee issues in strong interaction with Human Resources department.

Interacting with Vendors for different tools for Process.

Project (Trial Account) Manager - Novartis Healthcare Pvt Ltd from Jul 2011 till Jan 2014

The Primary role of the project manager is to perform Strategic Planning, contract negotiation, advise the Clinical team for the best contract, development of the trial on IVR/IWR systems, perform testing and Go Live. Completed smooth transition of the process and stabilized in India.

Roles and Responsibilities:

Lead a Global Project/study Team– Global Trial Leader, Clinical Manager, Trial Statistician, Drug Supply Manager, and Data Manager, eCRF Developer, Contract Manager and Vendor Project Manager for the setup of trials on Interactive Voice/Web Response System.

Works with Global Trial Lead to evaluate planned trials as potential trials for Interactive Voice/Web Response System setup; assess risks, costs and benefits of utilizing IVR/IWR System.

Manages the development, initiation, maintenance and close-out of trial on Interactive Voice/Web Response System.

Decide trial setup timelines/business case on Decision Grid (Project Charter) to deliver the trial setup on Interactive Voice/Web Response System within agreed timelines.

Negotiates with the Vendors on Cost Proposal gets the best deal and guide the Clinical Trial Team in the selection of the preferred Vendor.

Coordinate with Vendor project team and develop/review the User Requirement Specification (URS) and Randomization Release Specification (RRS) for the development of Interactive Voice/Web Response System setup.

Perform User Acceptance Testing (UAT) of trials on Interactive Voice/Web Response System.

Train Novartis Project/Study team members on Interactive Voice/Web Response System. Educates the Team to perform User acceptance Test (UAT) of trials on Interactive Voice/Web Response system before GO LIVE.

Track and verify vendor reports, check for any discrepancy and perform actions accordingly.

Exhibit Leadership skills in getting the work done by both the Novartis and Vendor project team members on the set timelines.

For maintenance/or any updates on the Interactive Voice/Web Response System, we are the first point of contact. We get the cost proposal from the vendor, amend the contract, and perform User Acceptance Testing (UAT) for the updated modules and confirm for Go Live.

Perform Portal (used to share clinical documents) setup for the trails and train the Project/Study team.

Prepared training presentations and Competency Framework (to judge the performance) for new Trial Account Managers.

Conduct trainings for new Trial Account Managers. Also Mentor and Coach them.

Retrieve Clinical data from ClinAdmin (Clinical trial Administration system – Olacle database) and CREDI (Clinical Research Electronic Document Information system).

Sr Team Lead, PAREXEL International Pvt Ltd from Feb 2011 till Jul 2011

Team Lead, PAREXEL International vt Ltd from Aug 2008 till Jan 2011

The primary role of a Sr Team Manager for Technical Helpdesk is to manage a team of Supervisors, Sr Support Specialists, Support Specialists and Process trainer. Completed smooth transition of Helpdesk processes from UK/ US to India.

Helpdesk provides L1 and L2 Technical Support to worldwide users via Phone and Emails.

Support many applications like Interactive Voice Responsive System (IVRS), Interactive Web Responsive System (IWRS), Electronic Data Capture (EDC) – Inform and Data labs, Hosted Impact, Medical Imaging and Portals for 200+ studies. We use Talisma as ticketing tool.

Manage user accounts of the mentioned above applications and does L1/L2 trouble shooting.

We run SQL queries to unlock user IVR/IWR accounts for Site users and monitors.

We resend requested faxes from the Report Publisher Servers and Synapse Scheduler.

Perform website and server monitoring

Manage and edit Patients data in IVR/IWR on Synapse and Aladdin platforms.

Manage eCRF accounts and provide technical support for EDC Inform and Datalabs

Manage accounts and providing technical support for Hosted Impact in CTMS platform.

Manage IVR/IWRS accounts, account set up, Unlock and password reset, functionality and performance issues.

Manage Remote reviewer- NT and Alice accounts and password resets for Medical Imaging in Active directory and System Administration.

Manage critical process like Medical Escalation Services and Unblinding services, where we unblind patients through IVR/IWRS

Manage Perceptive Portal accounts, reset passwords and technical troubleshooting.

Roles and Responsibilities:

Perform Client Management. Understand their requirements and provide data accordingly.

Interview and hire Support Specialists.

Conduct new hire and refresher trainings for Team Members and Team Managers.

Setup Siemens phone systems for the entire team including software installation.

Developed phone call scripts to facilitate the efficient management of calls.

Attend conference calls with the FLS Teams/Support groups/Clients/Project Managers and senior management.

Part of interview panel for conducting IJPs for Support Specialists, Supervisors and Process Trainer.

Created and maintains the Attendance tracker for entire department.

Prepared new hire aptitude, Process and IJP test papers.

Prepared process related documents like Training plan, Training documents, Quality sheet, and Stack Ranker (to judge the team performance) based on company objectives.

Completed Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) documents for Hyderabad Center.

Manages the quality related documents and attends the quality audits as an auditee.

Adherence to the set SLAs - Productivity, TAT and Quality.

Handle escalations and CAPAs for the team.

Manage shift schedule of the team.

Retrieve Siemens phone call status reports for entire team from Open Scape.

Retrieve and send Daily, Weekly and monthly reports to management.

Perform quality checks, develop and review performance reports, identify areas of improvement and implement measures to improve performance levels and meet objectives.

Retrieves the Performance Tracker for the team members on monthly basis and provide them the monthly ratings.

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.

Review the performance of team members and conducts the Performance Appraisal including Salary hike for team members.

Handles Escalation calls and emails. SPOC for all the applications.

Team Lead, Satyam BPO from April 2006 till Aug 2008

Sr Technical Support Analyst, Satyam BPO from Jul 2005 till March 2006

Technical Support Analyst, Satyam BPO from March 2004 till June 2005

The primary role of Helpdesk Team Manager is to perform Client Management and manage a team of Sr Analysts and Analysts. Completed smooth transition of Helpdesk processes from US to India.

Helpdesk provides L1 Technical Support to users via Phone and Emails.

Remedy is used as our Ticketing tool.

Support Lotus Notes-create/Delete Domino ID’s and other Lotus Notes Applications

Mainframe applications like OCS, Tandem-create IDs and Reset Passwords. Business Objects application –Create/Delete IDs, Reset Passwords, grant access to the Universes.

On Demand application-create/Delete IDs and reset Passwords.

Support SD module in SAP and Incident Prevention System

We provide assistance for the users using STARLIMS (Laboratory Information Management System) application.

Monitor 7 STARLIMS Server Batch pre-login processes, present at different Refinery locations and will restart the process when failed.

Create, Modify and Maintain user’s Windows NT, Windows 2000 accounts on NT User Manager and Active Directory respectively.

Create Mailbox, Mailbox move, assign Permissions on Mailbox, and redirect mails from one mailbox to another and creating Distribution lists on Microsoft Exchange Server.

Handle escalations and CAPAs for the team.

Troubleshoot Outlook and Printer issues.

Creates Home and shared directories on File Servers.

Create RAS/VPN accounts and troubleshooting connectivity issues.

Send the Service Announcements.

Creates and Updates the checklist for new systems.

Roles and Responsibilities:

Perform Client Management. Understand their requirements and provide data accordingly.

Conduct new hire and refresher trainings for Team Members

Prepared process related documents like KT plan, Training Manual, Delivery Plan and SOPs.

Prepared new hire post training test papers.

Attends conference calls with Satyam BPO management and Clients.

Maintains the Attendance tracker.

Manages the quality related documents and attends the quality audits as an auditee.

Manage the shift schedule of the team.

Retrieve the Process related reports on daily, weekly and monthly basis from Remedy.

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives

Retrieves the Performance Tracker for the team members on monthly basis and provide them the monthly ratings for incentives.

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.

Review the performance of team members and conducts the Performance Appraisal for team members.

Handles Escalation calls and emails.

SPOC for all the applications.

Technical Support Analyst, GE from Oct 2003 till March 2004

The primary role of the Technical Support Analyst is to provide L1 Technical Support to users via Phone and Emails

Reset user’s Windows NT Password in NT User Manager.

Troubleshoot Outlook and Printer Issues.

Creation RAS/VPN accounts and troubleshooting VPN connectivity issues.

Troubleshoot Internet Explorer, MS word and Excel

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