Key Impact Areas

Service Delivery Management Project Planning & Mgt.

Risk & Quality Management Budgeting & Cost Optimization Operational Excellence Stakeholder/ Client / Vendor Mgt. Reporting & Documentation Resource Estimation & Allocation KPI / Metrics Management Leadership & People Management Soft Skills

Executive Profile

Impactful Professional with enriched experience of over 17 years in Service Delivery, Program Management, Operatioanl Excellence, Resource Management and Deployment with key focus on quality, business continuity planning and optimal resource utilisation across Service, Financial and IT industries

Extensive experience in extending L2 support for Linux Projects, Telecom/Cable/Data Support, and Credit Card Account Holder

Comprehensive knowledge and exposure in various methodologies and tools; insightful understanding of Linux, Service Now, SQL Database, Data warehouse, Windows and Agile methodologies

Successfully led all projects through aggressive project governance processes; developed relationships with business stakeholders & leadership teams across geographies & departments; presented changes, issues, risks and contingency plans to balance project resources, schedules and scope

Acted as PMO for managing project management activities, project planning, design, scope definition, estimation, resource administration, process management and compliance with quality standards; managed 100 sprint projects and contractual agreements between Client, Stakeholders and TCS Management

Ensured effective implementation & operations of client services, product support, quality assurance and training

Functioned as SPOC and Escalation Gate to clients & stakeholders to ensure Business Alignment & Customer Satisfaction

Key People Leader who has successfully led and motivated team towards growth and success in the organization; created a clear & compelling view of future through coaching and execution; groomed the team with technical expertise on various facets as per requirement of the project

Certifications/ Training

RedHat certified System Administrator (RHCSA)

Amazon Certified Solution Architect – Associate

Red Hat Linux (RHCE) Global Certification

Certified in Advanced Faculty Development League (Corporate Training)

Certified in The Agile way of Working

ITIL 2011 Foundation from TCS Internal Website

Anti-Bribery and Corruption Awareness

Fraud Risk Management

CCNA – Cisco Router & Switch, LAN, WAN.

MCSA (for MS Server 2012) – Windows Server 2012 R2, DNS server, DHCP, GPO, VPN, iPAM

Industrial Training from SEED InfoTech

Education

Diploma in Infrastructure Management Services from Seed InfoTech (Institute) in 2018

Masters in English from IGNOU in 2014.

English Honours from Calcutta University in 2003 PRIYANKA GHOSH

Senior- Management Professional

Acknowledged for strengthening companies to lead in highly competitive situation, targeting leadership assignments with an organization of high repute

adqeye@r.postjobfree.com +91-967*******

Communicator

Strategist

Leader

Visionary

Work Experience

Since Sep’2015 with Tata Consultancy Services

Growth Path:

Key Result Areas:

Prioritizing projects / initiatives based on business impact and resource availability

Managing the project under agreed plan and scope; validating all scope changes with the Program & Project Review Board; and handling estimation and project scheduling

Interacting with stakeholders for planning, project coordination & management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs

Representing the project externally & internally by communicating and reporting on project status to customers and internally to all stakeholders

Driving comprehensive metrics tracking system to monitor service delivery performance, customer metrics & LOB metrics

Developing and implementing PMO processes & policies, directing project management staff and coordinating with other department leaders to define, prioritize and complete projects /programs

Defining and maintaining prototype/POC delivery handover process from lab to the business-aligned technology units

Allocating checks for project expenditure, computing completed units of service and invoicing of funding sources

Spearheaded change management; consistently met and exceeded SLAs and mentoring teams

Analysing risk, established contingency plans and identified trigger events & responsibilities for initiating Business Continuity Plans

Maintaining & developing relationships with stakeholders, vendors and drove efficiency in internal and external teams with regards to cost, process, and engagement models

Performing activities like performance management, people management, attrition management, aspiration, training, development management, grooming employees for growth within, utilization, quality, creating efficiency by continuous process enhancements

Defining Goal Sheets, KRAs and fostering the performance driven culture through measurable KRAs; facilitating confirmations, appraisals, promotions and transfers Previous Experience

Aug 2009 – Apr 2015 with American Express, Gurugram as Master Customer Care Professional Highlights:

Bagged:

o Nirvana Award for high VoCM score and availability for four times in a year o Jaguar Award for achieving the highest VoCM score during the OJT period o Platinum Club membership in Xcelerate program (portfolio level) o Good to Great in 2010 and in April 2012

Nominated for “Coffee with Tina” (VP of the process) in 2011 for meeting G1 level

Worked as an active Employee Engagement SPOC for the process and received Certificate of Appreciation May 2004 - Jun 2009 with GE Money Servicing, India Growth Path:

Highlights:

Monitored calls across regions (US, LATAM and ASIA) including inbound & outbound calls

Trained SME batch and nominated for client monitoring during client visit

Ensured 100% quality compliance throughout the tenure Personal Details

Date of Birth: 24th June 1983

Languages Known: English, Hindi and Bengali

Passport No.: P5476021

Current Address: Sai Paradise, 585 Mumbai-Pune Bypass Lane, Punawale, Chinchwad, Pune Sep 2015 to Oct 2016 as Senior Customer Service Manager Nov 2016 to May 2019 as L2 Support Executive

May 2019 to Current as Project Manager (Technical) May 2004 – Jun 2007 as Process Developer

Jun 2007 – Jun 2009 as Call Quality Specialist

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