Customer Service Delivery

Rachana Chandok

Address: Seattle, USA

Phone: +1-425******* Email: *******.**@*****.***

Master’s in Business Management & Bachelor in Computer Applications with 9 years’ experience in Finance, HR and Sales Domain in the fields of Analytics, Planning and Reporting, Controlling, Forecasting, Budgeting, MIS and Data management across IT, Telecom, Insurance, Power and Automation Industry.

Expertise in building complex financial and HR related models, track KPIs, analyse trends, conduct benchmarking, reporting, variance analysis, process improvement and optimization, driving defect reduction, quality assurance, cost optimization and controlling, data pooling, data mining, documentation and SLA adherence.

CAREER HISTORY

ABB Global Industries and Services – Leading Global technology company with presence in 100 countries

Global Key Account Manager – Analytics and Controlling Jan 2016 – Aug 2019

Proposing and developing strategic models, dashboards to track KPIs for Global leaders viz. Succession Pipeline Hit rate, Consistent Low Performer, Talent Diversity, Span of Control, Hi Po Retention Rate, etc. to be presented to Global CEO.

Implementing and driving initiatives and budget related to workforce management as part of Global Transformation.

Managing the data reconciliation process as well as responsible for data aggregation and auditing based on information received from different stakeholders.

Quality Management & Assurance:

- Responsible for Quality assurance/review of all major reports sent to stakeholders by Global reporting team

-Reporting and escalation of discrepancies & potential data integrity risks to Master Data Team

Customer Service & Service Delivery: Performing tier 1-2 support and ensuring service consistent with service level agreements

Mentor new hires in the team.

Achievements

Given the responsibility to manage Key Accounts/Divisions within 6 months of joining the organization.

Proposed Mobility Analysis which was replicated globally for ABB division leaders.

Certified as a trainer for advanced excel modelling.

Capgemini Financial Services – Global IT company with presence in 50 countries

Global Finance Controller Aug 2010 – May 2012

Annual budgeting, monthly forecasting and actual reporting at Global level for all practices.

Variance analysis between strategic plans, budgets, rolling forecasts & actuals. This enabled business to take sound decisions based on financial and operational metrics.

Partner with the practices and business to manage and track KPIs like FTE Utilization, Headcount & leveraging practice bench and pyramid in order to optimize them.

Incorporated complex structural changes in reports and automated them in order to reduce reporting time in monthly reviews and improve processes.

Budget control on major expenses like training, recruitment etc.

Revenue reporting & reconciliation using data from Business Objects (BO) and Hyperion

Manage Project setup, Missing time.

Database management and process improvements using Advanced Excel skills and macros.

Achievements

Got promoted from Associate Consultant to Consultant within a year of joining.

Awarded “Best Performer” Team in Finance

Developed monthly reporting modules for forecasting, planning and budgeting which was replicated across teams.

Bharti Airtel Limited - Indian multinational telecommunications services operates in 18 countries

Senior Executive – Planning & Analysis Oct 2009 -Aug 2010

Monthly planning & forecasting cost in direct coordination with COO of the company.

Formulate Strategic Annual Operating Plan for successive financial year.

Variance Analysis on business performance.

Cost Optimization in Sales & Distribution expenses through effective control.

Coordinating with functions to reduce operating expenses.

Ensure on-time reports and analysis delivery to various internal customers viz., Circle Head, EC, Mobility Office and Hub.

Monthly and yearly presentations for trending and analysis of business performance to COO of Gujarat.

Quality Assurance and automation of P&L and reporting modules in coordination with other domains.

Inter-functional involvement for ensuring delivery of Monthly Plans, Annual Operating Plan and Business Objectives.

Use of COGNOS and Oracle ERP for reporting.

Achievements:

Awarded for significant & effective contribution in successful completion of Annual Operating Plan in Airtel.

Recognition for successful replication of reporting modules and dashboards on ‘COGNOS’ in Airtel.

ICICI Prudential Life Insurance Co. – Leading life insurance company in India, a JV between ICICI Bank Limited and Prudential Corporation Holdings Limited.

Executive – MIS & Operations July 2007 – Oct 2009

Business analytics/competition tracking: Acknowledging key performance areas, comparative analysis based on percentage achievement, branch activation & financial service executive activation. Driving KPI achievement.

MIS Support: Timely business reports generation for Business reviews, presentations, performance decks, special projects & business initiatives. Maintaining KPI records which guided managers to achieve their goal sheets.

Business Support: Process Quality, Coordination with Operations Department, Managing login process, Pushing Cheque Bounce cases for recovery, XRT & Issuance pending cases & other updates.

Handled a Team of 4 associates for managing processes, underwriting & MIS support.

R&R Initiatives: Designing & driving Loyalty programs, Business communication, Contests & updates.

Achievements

Awarded outstanding performance for a special project execution ‘SALMON’S LEAP’ in ICICI Prudential Life Insurance Company for launching JFM quarter.

Awarded a Certificate of outstanding performance by Regional Head- ICICI Prudential & Manager-B&A.

EDUCATION

Master in Business Administration

Bachelor in Computer Applications

TECHNICAL SKILLS

Proficiency in MS-Office - Advanced MS-Excel modelling skills (index, match, pivot table, VLOOKUP); MS-PowerPoint presentation skills; MS-Word and MS access

MS Vizio, COGNOS Tool, Tableau & PowerBi

Proficient in pooling and analysing data from Data Warehouse and automation of reports.

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