Oct 2014 – Jan 2018 · 3 yrs 3 mos · Bangalore

•  Implementation of Power BI Dashboard for all analytical visualizations, including all Trend Analysis.
•  Preparation of Weekly & Monthly Business Review to Senior Management. Being a Part of service management team responsible for SLA tracking, SLA improvement, Business Innovations.
•  Prepare Quality dashboards to report progress made through quality initiatives & report overall quality level in the account.
•  Measure & develop service level targets against Best in class benchmarks and propose improvement plans
•  Involved in providing support to Global PMO business units & responsible for all internal project management support activities, gathering the details such as Project profitability, Cost Reduction, MTTR, Managed Microsoft Client Reporting Team etc. To ensure that project stakeholders have up-to-date, accurate information.
•  Undertake Trend Analysis of Data, Automation of reports and Day-to-Day Analysis of SLA Reports &Preparation of monthly Performance Status Reports
•  Have served as a conduit between the Operations & Delivery Directors wherein my core job is gaining a trade-off between the project targets, Actual & facilitating the Delivery/Operations Team in meeting the key performance indicators (KPIs) set by the Client.
•  Single point of accountability for delivery managed services to Unisys clients, both internal and external
•  Manage all operational delivery costs assuring profitability targets are achieved.
•  Responsible for assuring all appropriate client billing is completed accurately and on a timely basis for all in scope geographies.
•  Responsible for the successful planning, implementation, and management of the contracted services where success criteria include meeting cost, schedule, performance and quality requirements.
•  Serve as single point of escalation for client issues
•  Conduct timely review with Project leaders for monitoring various projects under different verticals
•  Create financial, statistical tools & Analysis/Reports.

Aug 2013 – Oct 2014 · 1 yr 2 mos · Bangalore

•  Plan, organise and contribute to team meetings ensuring that my experience is shared with the wider team.
•  Discuss and agree personal development needs as part of my performance review for my team members
•  Monitored the adherence of the team and ensure the SLAs’ are met.
•  Support fellow team leaders/managers to achieve deadlines within and beyond my own area of responsibility.
•  Ensure that goals and objectives are perceived as attainable
•  Provide necessary business information
•  Create and maintain channels to enable team members to do their work
•  Report team progress and decisions made to concerned groups
•  Give guidance to team members to overcome their on job hurdles.
•  Assure that each member receives team-based compensation or recognition.
•  Staff people to work on basis of requirement.
•  Ensure every team member contributes towards the development of the team
•  Handle and review escalations on a daily basis.
•  Take supervisory calls and resolve the issue on a real time basis.
•  Conduct trainings for newly joined and take them through the joining process.
•  Prepare monthly Power Point Presentations to compare the areas worked/not worked concerning the process.
•  Conduct regular monitoring to ensure the voice and non-voice teams are adhering to the process.
•  Support the development of others through sharing knowledge and skills gained.
•  Seek and provide regular constructive feedback through working together.
•  Challenge poor behaviour in others in a positive and constructive manner.
•  Provide all various accesses for the members; assisting in smooth functioning of the process.
•  Summarize and prepare every individual’s KRA report on a monthly basis.
•  Attend calibrations and conference calls on a regular basis to review the process.

Nov 2012 – May 2013 · 6 mos · Bangalore

•  Respond to customer’s technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
•  Assist customers by diagnosing problems and providing resolutions for technical service or care issues.
•  Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
•  Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
•  Identify research and provide input on unique or recurring customer problems.
•  Remain knowledgeable of Dells product line, current industry products and technologies.
•  Focus on delivering a positive customer experience according to Dell standards.
•  Monitor and track issues to ensure accurate resolution.
•  Involved in revenue generation activities with current Dell customers.
•  Review and distribute pertinent cross-functional information.
•  Escalate more complex customer technical issues to senior level support

Sep 2010 – Oct 2012 · 2 yrs 1 mo · Bengaluru Area, India

•  The core responsibility involves extracting, manipulating and analysing data and information.
•  Identifying appropriate data sources, extracting and analysing data sets.
•  Analytical Report writing.
•  Provide quality advice and suggestions in accordance with service standards to improve the process.
•  Plan, Prioritize and manage personal workload.
•  Interpretation and use of policies and processes to carry out activities.
•  Correspond with client and investigate if reports are genuine.
•  Provide a detailed report, which was presented as a feedback about a provider and published the same on the website.
•  Provide quality controlled reports to the client

Apr 2006 – Aug 2010 · 4 yrs 4 mos · Bengaluru Area, India

• Claims Analyst - Bodily Injury Claims
•  The core responsibility evolves indemnifying the injured, involved in a road traffic accident.
•  Scope to distinguish if the claims fall under our accountability.
•  Contacting all parties involved to notify our interest in the matter.
•  Investigating upon the entire incident to ascertain liability position.
•  Establish liability and negotiate payments.
•  Calculating and executing payments of claims.
•  Corresponding with medical specialists, agents, police, medical professionals, witnesses, claimants and solicitors to compile information.
•  Provide quality advice; investigate/settle claims in accordance with service standards.
•  Plan, Prioritize and manage personal workload.
•  Interpretation and use of policies and processes to carry out activities.
•  Correspond with the medical expert and investigate if the injuries are an outcome of the current road traffic accident.
•  Assess injuries based on medical evidence provided for the injured and indemnify the same.
• Customer Retention Executive - Motor Insurance
•  Initially started off with inbound sales for Motor Insurance Division, from Nov 2006 I was associated with the Retentions process, which involves a tedious task of retaining business.
•  Listening and Understanding to the customers Concern
•  Suggestions to resolve their issues
•  Explaining them with the features, advantages and benefits of the policy
•  Providing the best deal possible to retain Business
•  Preparation of report based on the issue and the solution provided in the form of Data.
•  Renewal of Business for the following year.
•  Handling escalations whenever required
•  Preparation of Daily and Monthly MIS on Targets, CFT (Customer Facing time), Retained Business, loss of business with reasons.

Jul 2004 – Feb 2006 · 1 yr 7 mos · Bengaluru Area, India

•  Providing technical support / help to the US callers regarding the internet software offered by UOL.
•  Trouble shooting any technical problems with regard to the software and Hardware.
•  Been part of the company training team to extend support on software and hardware skills to the new joiners.
•  Handling escalations whenever required.
•  Cross selling to the callers on any new arrival of products.
•  Generating daily MIS on cross sales, TATs, other achievable targets