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Chitra *****


Mob : 9663387459


Profile :
ü  Transitioned processes from Onshore to Offshore

ü  Setting up new processes / Identifying process improvement area &  streamlining existing processes

ü  Mentoring / coaching team members

ü  Team building activities / Actively involved in People initiatives

ü  Training team members

ü  Cross training resources

ü  Acquiring knowledge over new tools/processes

ü  Efficiently handling adhoc activities / Handling escalations


Work Experience :
Zafin  Software Centre of Excellence Pvt. Ltd. (May 2016 – July 2017)

Company                             : Banking software Product company providing relationship-based pricing and Product Lifecycle

Management to Banks and Financial institutions

Designation                         : Project Manager – PMO

Reporting to                        : Director, Integrated Operations


Role and Responsibilities :
·         Assisting  Project Managers in performing variance analysis, conducting assessments, Project forecasting, managing change and producing management reports.

·         Maintain the repository for status report, work plans, proposals, change requests, etc

·         Identify and resolve common problems and potential risk issues across Projects.

·         Worked on MS Project Server / Project Online.

·         Heading overall Project Status meeting with Project Team to confirm the current status of the project.

·         Preparation of weekly, monthly progress reports and Project schedules.

·         Developing and implementing project effort, cost and scheduled baselines, reported variance, raised issues and risk.

·         Overseeing management of scope changes, trends and change notices requests initiated from the Project Management system and reviewing time and cost implications.

·         Agile Project Management.

·         Provide up-to-date Portfolio level status reporting to executive management. Dashboard to provide the high level information on the performance of delivery units.

·         Conduct post Project review, lessons learned, and performance score card. Ensure that project review meeting are conducted and necessary actions are taken. Lessons learned and best practices can be collected and shared with the Executive Management / Quality function / Delivery Teams

·         Implement continuous improvement to the overall Program / Project management process. Identify best practices from the industry and also from within the organization, to improve the existing processes.

·         Support internal strategic initiatives and projects during planning and execution as and when required. Lead and mentor a team of PMO Analyst supporting PMO activities, ensure performance, optimization


Work Experience :
Accenture Services Pvt. Ltd.(Aug 2011 – May 2016)

Designation                        :  Team Lead – PMO


Role and Responsibilities:
PMO -Team Lead for project size of 1000+ resources. Team size–9

Leading a team of PMOs in the areas of (Financial Tracking & Invoicing, Stakeholder Management, Project planning & MSPS Support, Risk & Issue Management, Resource Management, Procurement , & Operations)






Financial Management

·         Transitioned Clarity timetracking (invoicing)process from Onshore to Offshore

·         Reconciliation of billable hours and monthly bookings in Clarity tool  amounting to ~ 2 Mil revenue

·         Tracking monthly 30000 hrs for 500+ members located globally

·         Clarity is complex reconciliation process involving – correct MSPS booking, co-ordination with Onshore and Offshore Project leads, Finance Team, interaction with client, multiple follow up

·         Migrated from Excel to Macro based file, thereby reducing manual effort & enhanced accuracy

·         Tracking Project financials and invoice generation


Microsoft Project / Time and Work Plan Management

·         Provide end to end support from Project Planning, plan & maintenance of Project Plan in MS Project, time submission to report generation.


Risk and Issue Management

·         Risk and Issue log maintenance

·         Monitoring and tracking all the risks and issues deriving their mitigation plans


Resource Management

·         Transitioned process from Onshore to Offshore & setup new process eg: induction/new joiner mailer etc.

·         Successfully migrated data from Excel to MME (ManageMyEngagement) tool used for Financial Tracking and Reporting / forecast billing cost and effort

·         Identifying resource requirements from stakeholders and raising Demand in ABACUS

·         Setup Onboarding / Offboarding Checklist / process documents / status report

·         Managing Onboarding / Offboarding activities for the project across 10+ location for 1000+ members

·         Sharepoint management – involving sharepoint maintenance, creating list, providing access to users etc.

·         Participate in internal & external audit / BCP coordination


Procurement / Operations

·         Defined and setup new process for offshore

·         Assets Management–raising procurement request in Ariba Tool / co-ordinating with Finance / vendors

·         Streamlined asset tracking process (for 500+ members) such as Laptops, Mobiles, data card

·         Handling Capacity Planning / Shift Allowance / Transport / Availability Tracker(sharepoint based)

·         Managing and tracking VISA activity for the team

·         Preparing Dashboard / Report for senior management / Status Reporting

·         Organising and tracking meeting, Rewards and Recognition, various Adhoc activities

·         Operations support – team building activities, fun activities, event management, visitor management

·         Handling Client visit – co-ordinating with events team / vendor etc.


Work Experience :
Q-Source Global Consulting Pvt. Ltd.

Client / Company             : Accenture(Mar 2010 – Aug 2011)

Designation                        : PMO – Sr. Analyst


Role and Responsibilities:
·         Key contributor in mobilizing the PMO activities from Onshore to Offshore

·         Invoicing and reconciliation activities for the project using clarity tool, SMS tool

·         Preparing report for senior management and client

·         Assets Management

·         Resource Management – Onboarding / Offboarding activities for the project

·         Administrative support activities – team event activities, fun activities, client visit


Work Experience :
Dell International Services (Nov’02 – Mar’10)

Department: (Large Enterprise & Public) ANZ

Designation: Master Resolution Expert (May’08 – Mar’10)




Role and Responsibilities:
·         Providing high Level customer support after Sales, related to Order Status, missing wrong damage, customer returns and customer escalation issues.

·         Co-ordinating with various departments-Sales, Channel Sales, Manufacturing,  Tech support, Finance

·         Engage with External Vendors – Forwarders and Service Provider

·         Prepare daily/weekly performance reports


Department: Dell Financial Services – a part of Dell International Services

Financial Services –financing options for consumer customers – key activities include origination, collection, servicing

Designation: Resolution Specialist (promoted various level from Customer Service Representative)

(Nov’02 – Apr’08)


Job Profile

·         Preparing reports on the performance of various periodic activities –  daily, weekly, monthly reports

·         Handling a team of 15 – 20 team members and to drive them towards their metrics like customer experience, productivity etc.

·         Conducting call audits and coaching / Training members

·         Analyzing trends and setting target to achieve goals

·         Handling live Escalation, Floor walking, Escalation Queue including callbacks.



·         Conducting Knowledge Checks for floor agents to improve Process Knowledge and reporting the same to the business heads.

·         Worked on BPI project (Reject & Re-entry – to reduce the error percentage thus enhancing Customer Experience).


Professional Achievements

Was involved in a special project  – DFS – Care Support wherein I was involved in reducing DSat on DFS issues, reduce transfer rate to DFS queue and also hold time. Handling callbacks / escalations for DFS issues, interacting with the reps & providing feedback.

  • Updated 6 years ago

To contact this candidate email chitra.raghu03@gmail.com

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