Experience:
Oversaw desktop support, IT services desk, and VIP support for optimal service.
Coordinated with various IT teams to resolve issues within SLAs.
Managed vendors and ensured performance standards were met.
Efficiently handled multiple projects with established methodologies.
Implemented systems for timely issue resolution and improved service delivery.
Took charge of service delivery performance and customer satisfaction.
Led personnel management and fostered team relationships.
Managed a team of 18 financial associates for process and administrative tasks.
Analyzed performance data and presented metrics to management.
Conducted reviews, provided feedback, and mentored associates.
Collaborated with other teams for payment allocations and engagement charges.
Reviewed client invoices and generated reports on financial data.
Led audits on invoice samples and provided suggestions for improvement.
Reviewed engagement standard reports for timely billing and collections.
Ensured policy compliance and prepared non-compliance reports.
Prepared ad-hoc reports for Zone managers in the US.
Served as a process and Microsoft Excel trainer for new hires.
Education:
Master of Arts (English Literature)
Bachelor of Business Management (Finance)
Skills:
• Operations Management
• Project Management
• Quality & Compliance Management
• Escalations Management
• Stakeholders Management
• Vendor Management
• Team Management
• Data reporting
• Automation in Excel
• Data Analytics
• Problem-Solving
Language skills:
English
Hindi
Additionally:
Nationality: Indian
Visa: Article 18 Transferable
Languages: English, Hindi, Urdu, Kannada
Marital Status: Married
