Jan 2020 – Oct 2021 · 1 yr 9 mos · Gurugram, Haryana, India

• Growth from Knowledge is GfK has been a global leader in data and analytics, providing consumer and market insights for over 85 years.
• Managing a span of 31 FTE’s with daily reporting, Deadlines tracking and Quality with presenting the weekly and monthly highlights of the business
• Responsible for managing the E2E project starting from transitioning till currently managing the daily operations.
• Responsibilities includes Transitioning of the Project from Bulgaria location to India Location
• Migrating E2E project starting from Data In till final reports
• Keeping a track of the project deliverables with the utmost client satisfaction
• Preparing and sharing the cost estimations of the project and to manage within the allocated/approved budget and deadlines.

Dec 2018 – Jan 2020 · 1 yr 1 mo · NCR

• Brief Description of the Project - GFK Growth from Knowledge has been a global leader in data and analytics, providing consumer and market insights for over 85 years.
• Responsible for managing the project deliverables with transitioning of EU Countries (Precisely Germany, Austria, Poland, Turkey ) to India Center
• Managing a span of 19 Associates who were responsible for processing of Data.
• Preparing the project highlights and sharing the weekly and monthly updates.
• Consolidating the daily and monthly performance of the team with preparing the monthly incentives.

Mar 2017 – Nov 2018 · 1 yr 8 mos

• One Call Care management is responsible in providing health insurance to US based business it also provides specialized cost containment services to the workers’ compensation industry in the United States
• Primary point of contact for internal and external Clients for the entire project – Portfolio ~ $ 15m.
• Produce a weekly / monthly summary highlight status reports covering the status of Project improvement initiatives along with any problems / issues preventing their adoption.
• Key Resource in Participating and setting up the Knowledge Transitioning and project process for the entire project.
• Deliver excellent performance in client KPI (CSAT, FCR, FLR, and AHT) and internal metrics (seat/resource utilization, attrition, absenteeism etc.)
• Managing client relationship - Client requests, Service Desk Accesses, DMOQ (Direct measure of quality), Initiating small Projects, Value Adds etc.
• Facilitating any change in ITSM tool and systematize the testing process. • Conducting Training & Development sessions with Client for the entire team.
• Assist with carrying out project assessments including compliance with Capgemini best practices and methods
• Work closely with the hiring team on backfill and growth ramps (overall responsibility for capacity management).

Mar 2016 – Sep 2017 · 1 yr 6 mos

Mar 2014 – Mar 2016 · 2 yrs

• Universal American is a Fortune 1000 company with offices throughout the United States, and headquarters in Rye Brook, New York. The company offers health insurance, also deals in Medicare managed care plans, and Medicare prescription drug benefits.
• Part of Service Desk for a USA based health insurance organization
• Managing the base IT for the client and dealing with the basic troubleshooting on daily basis on a user’s desktops.
• Monitoring projects infrastructure through Applications like Solar winds, Prognosis and PRTG. • Reporting of daily Commvault backs ups and a check over on daily progress.
• Provisioning and maintaining User Accounts through AD manager plus, Active Directory and EMC 2010 Console.
• Mentoring base level support for VDI Citrix Environment for BPO users through Director Console, VMware Console
• In a Span of Six months was promoted as Subject Matter Expert – Duties included training the team on technical programs. Partnered with the Onsite coordinator to ensure smooth process knowledge transfer of any update.
• Mentoring of new engineers and assisted in their individual development as instructor.
• Knowledge manager for the project and on weekly basis handling client calls on improvising the KM for the project.