E-Mail: adjduh@r.postjobfree.com Phone: +91-855*******

HEENA KAUSHAL

A proactive leader, committed towards making a meaningful and sustainable difference by leveraging experience based judgement & taking ownership with focus on driving organization to a new level. Professional Summary

9 Years in Workforce

Curriculum development

School operations supervision

Department Of Psychology

Counselling and Guidance

English Administration

Social Studies Department

Lesson planning

Teacher supervision & support

Program development School

data evaluation

Student instruction & nurturing

Active community involvement

Parent & teacher liaison

Motivating students

CORE COMPETENCIES

Agile Development

Project Management

Requirement Gathering

Stakeholder Management

Demand and Supply Management

Resource Management

Delivery Management

Team Management

Service desk Management

Assistant Principal Jan/2019 –Current

School for the Natural Environment Gurugram

Professional Educator and Assistant Principal with proven expertise in teaching, curriculum development, supervision and program development. Strengths include developing creative curricula, observing and evaluating teachers planning lessons and creating favourable learning environments for students and teachers. Demonstrated ability to establish meaningful partnerships with community education institutions.

Assisted in managing senior school division with approximately 700 students and 24 teachers in grades 1 - 12. Head of comprehensive school, Department of English, Social studies, Academic studies and specialties including art and physical education at Amazon Public Sr.Sec School.

• Implement school policies and programs with Directors and Chairman.

• Managing English facility and provide instructions to consistently exceed standardized test scores above state average.

• Sessions for English & Social studies in case of teacher absence.

• Responsible for serving as an Instructional leader for approximately 24 Instructional Staff.

• Observe, Supervise and Evaluate teachers and staff to further school’s vision of excellence.

• Assist with curriculum development, instructional strategies,lesson planning and oversee classroom activities creating an environment conducive to learning.

• Facilitate professional development experiences for faculty to support excellence throughout the school.

• Create and maintain lasting meaningful partnerships with community education institutions ranging from private to non-profit to higher education.

• Supervise daily operations of school and address areas of improvement(Annual meets,Plays,Dramatics,Formal Events,PTM’s)

• Work with Publishers and NGO’s for continuous development of students

• Fouses on Teacher training and mandatory certifications, performance improvement courses.

• Refer teachers for having a pleasant experience of conclaves and conferences at National and International level.

• Psychology Workshops for teachers/students and child parent counselling sessions.

• Preparation of Consents and other important documentation required in administration.

• Conducts orientation for fresh batch students.

• Conduct appraisal for teachers for feedback and performance improvements.

• Conducts Demo sessions for job recruitment.

• Assignments and Notebook checking as Teacher and Student Observer for performance metrics.

• Conducts Olympiad quiz for providing exposure to students Certificates

• Certified Panel member of International Olympiad Foundation, Delhi.

• Certified from British Council in Language and Communication Course in 2017 in collaboration with Infosys Ltd.

• Prince 2 Practitioner.

• Conducted Child Psychology and Cognitive Development Workshop for Teachers in School.

• Certified in International Teacher’s conclave.

• Certified in Anger Management course.

• Certified in Anxiety Management course.

• Busuu Certification in English (Levels - A1,A2 and A3)

• Presented Abstract in international Webinar( Psycho-social Factor in Sustainable Health and Well Being) on Re-imagining Work Life after Covid 19 organized by Faculty of Behavioral and Cognitive Science on June 17-18,2020

(Chaudhary Bansi Lal University,Bhiwani, Haryana.

• Certified in English Worskhop conducted by Karadi Path Worked with Tata Consultancy Services(Team lease Pvt Ltd) as a Quality Lead(Nov 2018 to Dec 2018) Key Result Areas:

• Provide mentoring & support to representatives.

• Ensuring excellent on call experience.

• Maintaining Quality Standards.

• Incident evaluation & call barging.

• Working on SLA and driving the team to achieve the agreed SLA

• Knowledge of Seven Quality tools.

• Training service desk analysts on call parameters.

• Preparing Audit reports of the analysts.

• Report evaluation through Nice admin tool.

• Continuous suggestion to organization for improvement and optimization of the process

• Providing Voice and accent training to representatives. June’10 to June’18 with Infosys BPM Ltd., Gurgaon as Technical Support Specialist Key Result Areas:

• Interacting with team members to ensure smooth progress of project work

• Ensuring adherence to quality norms throughout the operations process

• Administering process development and implementation, also generating & processing task order

• Managing resource entry/ exit process development and maintenance; maintaining resource calendar, resource movements administering effort maintenance, utilization, effort forecasting and leave reporting

• Supervising demand & resource calendar tracking, conducting internal & vendor supply ageing analysis, also reporting the same

• Spearheading effort for revenue and expense reporting, client invoice preparation and internal invoice report generation

• Developing opportunities for blocking resources for client assignment and conducting scope of work analysis Previous Employment Details

• Allocating appropriate milestone, tasks, resource level and hours as per the requirement; managing resource assignment and scheduling on basis of availability; ensuring project closure

• Formulating Letter of Engagements (LOE) to start the code process; monitoring projects through Project & Client Dashboard and defect removal efficiency monthly report

• Observing overall organizational verticals through monthly dashboards and reporting the same to CEO Highlights:

• Worked with many clients as Technical Support Executive like British Telecom (Voice Process), Verizon (Voice Process) as as Warehouse Analyst for PepsiCo to support and maintain warehouse activities in Citrix software

• Acted as Service Management Professional for DIAGEO client and managed operations through client mailbox handling and client interaction

• Maintained reports in excel for client billing purpose, resolved issues in Remedy Software, also created tickets in Remedy 7.0 for the reported issues of the live applications

• Formulated Nessus Report, Security Dashboard reports; deployed websites/web services using .NET, MOSS, LAMP platforms

• Managed voice as well as data process of migration services held by open reach, third party of B.T., also received, screened and solved telephone, mail and e-mail inquiries in a prompt and professional manner

• Maintained executive's calendar; acted as first point of contact for visitors and clients of the company

• Arranged conference calls and scheduled meetings

• Retained files and all database contact information; reviewed SOW’s to be sent to the clients for the final bids

• Prepared the SOP for DIAGEO client visits which showcased end-to-end support & maintenance business Significant Accomplishments:

• Received: Award for achieving 100% quality score in British Telecom Voice Pilot Process in 2010,Floor Walker Award in B.T o Extra Miler Award for Adidas for successfully creating numerous project codes in specified quarter o RAMP Award, SPOT & I-STAR Awards for Diageo client o Secured appreciation for: Diageo process and created User Accounts on DVDS Platform o Meeting the SLA of raised tickets for Diageo issues o Successfully attained 100 % productivity as per the client requirements in Verizon o Trained and coached new batches for B.T process

o Secured opportunity to move from BPO to TSO department while working for ITL o Mentored beginning teachers and interns to increase retention rate by 10%. o Increased student attendance each year by 5% through development and implementation of innovative strategies.

o Developed and a successful after-school program increasing high school credit recovery by 30%.

o Organized and cataloged school-wide instructional materials to reduce textbook and material loss

o Did content management/Blogging for the school website. Academic Details

• B.ed Jammu University 2014

• MA Psychology in Counselling and Guidance

• BCA from Gian Jyoti Institute of Management and Technology in 2010

• 12th from C.B.S.E Board with first division in 2007

• 10th from C.B.S.E Board with first division in 2005 Skills

• Operating System: Unix

• Database: SQL

• Languages: C, C++,HTML

• Software: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)/PMO/Change Management/Incident Management/Quality/Selenium/QA

• Curriculum Designing /Lesson Plan designing/Content Management/Word-press Management/Digital Marketing Training's

• Successfully cleared:

o Infosys Training in Mysore for 1nd half month and got posting at Pune o 3 days Finishing School Training at Pune

o Voice Training Tests at Mysore & Pune during the voice process o Client Tests in British Telecom on a monthly basis for process knowledge o Mock- calls during the training

Received trainings for:

US voice- process for Verizon client

UK, Data & Voice Processes for British Telecom client

• Attended:

o Project Management Office Training at Hyderabad in 2015 o Attended training's in Chandigarh for SQL server 2008, JAVA training's and many others o Attended International Teachers conclave for ICSL o ITIL service management training

o Attended several Psychology worskhops

o Attended conclaves for personal growth and school marketing Personal Details

Date of Birth: 19th April 1989

Languages Known: English, Hindi and Punjabi

Current Address C-357 Kendriya Vihar Sector 56 Gurgaon - 122011 Permanent Address: H. No. 2543, Sector 40/C, Chandigarh - 160036

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