A. Mabel Ubagaramary

Project -5: Cargill Incorporated

Delivery excellence Project coordinator:

• Prepared and conducted quarterly engagement audits for the project.
• Organized and led quarterly performance management reviews for the project.
• Updated project SLA metrics on the TCS corporate portal to ensure compliance.
• Served as the single point of contact between the project and TCS corporate.

Security Deployment Lead – SDL for the Project

• Maintained and reviewed the Security Control Identification Report for the project.
• Prepared and facilitated Business Continuity Audits with TCS Corporate for the project.
• Maintained the resiliency planner in alignment with TCS Corporate guidelines.
• Prepared and conducted security audits in collaboration with TCS Corporate.
• Organized and led Client Security Audits in conjunction with the project team.
• Maintained and periodically reviewed the Project Risk Register with the delivery partner.
• Conducted periodic health checks for each project domain individually.
• Performed monthly Business Continuity Drills for the project.
• Maintained the asset tracker and report any loss or theft to the Information Security Manager (ISM)

Crisis Management Lead (CML) for the Project

• Conducted security awareness training and induction sessions for new hires, and reported to TCS Corporate.
• Managed, reviewed, and reported on logical and physical access to TCS Corporate.
• Oversee the onboarding and offboarding processes for resources.
• Maintain records of ODC (Offshore Development Center) compliance.
• Facilitated ISM audits, both technical and non-technical, with TCS Corporate.
• Maintained an updated record of the network diagram.

Project-4: Cargill Incorporated

• Prepared and hosted the Daily Operational Review Meeting (DORM).
• Organized and conducted the TCS Operational Review Meeting with the Service Assurance Lead, SDA, and BRMs.
• Prepared and facilitated cross-vendor collaboration meetings.
• Maintained the Action Register and conduct ad-hoc calls to ensure it is updated in a timely manner.
• Reviewed operational metrics and recommend improvements.
• Attend stakeholder meetings, including ISO bi-monthly meetings and SDA & BRM meetings.
• Established and managed yearly release dates, freeze dates, and the seasonality calendar.
• Updated the release and seasonality calendars as needed.
• Updated approvers for the freeze calendar.
  Address process queries, escalations, operational gaps, and specific reporting requests on an ad hoc basis.
• Reviewed major incidents (MIs) and perform root cause analysis (RCA) to identify any gaps.
• Overseen the MI audit process.
• Lead weekly discussions on release management and changes.
• Managed the Change Management process, including overviews, approvals, and Change Advisory Board (CAB) meetings.
• Resolve gaps in Info Quest updates for sites, applications, and teams.
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Project-3: – Cargill Incorporated: APAC & EMEA (Infrastructure & Application)

• Coordinated with APAC/EMEA Infrastructure/Application technology teams in release bundling
• Managed weekly release planning calls for APAC/EMEA regions
• Hosted Business Information sessions for APAC/EMEA
• Managed Readiness and Go-No-go calls for APAC/EMEA
• Planned and executed Release activities for APAC/EMEA during the planned release window
• Managed Post implementation review after the release is complete and cascade the release results to the respective regions.
• Reviewed forward schedule changes that falls on the release bundling criteria and have them part of release
• Managed CAB(Change advisory board)changes and monitor for possible conflicts with that of release changes before release window.
• Conducted Quarterly training on Release management.
• Rolled out Dew drop- process flyers to keep technology teams aware of process compliance
• Managed Change process – Reviewed and approved Normal, expedite, emergency changes.

Project:2-Petrofac International (UAE) LLC.-Steady ITIS India – Siruseri - CBO1.1

• Working for the leading Oil & Gas company in UAE.
• Audited Calls and provided feedback for GSD associates.
• Audited Tickets for all Towers (INFRA, APPS & ERP) globally.
• Conducted JCM (Joint call monitoring) and provided face to face feedback for continual improvements.
• Targeted Backlogs for the Project globally.
• Analysed CSAT report and maintained report with end to end contact for DSAT’s.
• Cascaded the Project trend chart on hourly, daily, monthly, quarterly reports to expedite the SLA, Ageing, Backlog, etc.
• Assisted GSD associates in soft skills & technical knowledge by conducting test quarterly.
• SDL (Service deployment Lead) for the Project (ISC)
• Managed Asset Inventory, Resource Tracker, Risk Register, ISM audits with 100% compliance in NCR.
• CR Spoc for all major s/w installation for the project for the Siruseri location.
• Spoc for driving the Project globally to complete mandatory & domain trainings and share reports weekly.

Project-1: Telstra – Telecom Operator (Australia)

Managed escalation and client calls, as well as monitored calls made by subordinates.

• Consolidated tracker data and reported findings to the quality team.
• Effectively resolved customer queries through phone interactions.

• Responsible for supervising staff and processes related to the credentialing and re-credentialing of physicians and providers.
• Overseen the processing of provider applications and re-applications.
• Supervised primary source verification activities and data entry.
• Managed the preparation of data for credentialing committee meetings.
• Possess knowledge of NCQA standards, regulatory requirements, policies, and procedures.
• Ensured client turnaround time (TAT) is met and work is completed on schedule with team collaboration.
• Adhered to quality and compliance standards, including HIPAA.
• Monitored work and coordinated with the team effectively.

• Monitored calls, provided coaching and feedback, and ensured delivery of the defined customer experience on every call.
• Assisted the operations team in achieving their targets while maintaining quality compliance.
• Ensured timely completion of call monitoring objectives.
• Identified the root cause of poor performance and guided the team on improvement strategies.
• Closed the quality gap by using analysis and logical reasoning, and submitted all quality documents promptly.
• Conducted quality huddles and briefed the team on quality updates.
• Established procedures to drive process improvement.
• Collected data and created reports to provide daily operational feedback to the client.
• Demonstrated the ability to plan and achieve program goals.
• Coached Junior for performance improvement.
• Focused on motivation and people development.
• Handled escalation calls and conducted temperature checks.

• Responded to inbound calls to support customer needs, receiving positive feedback from clients for the service provided.

• Delivered exceptional customer service by handling inbound calls and effectively addressing customer needs, receiving positive feedback from clients regarding the service provided.
• Skillfully offered clear and concise instructions to users for resolving application issues.
• Consistently maintained a professional demeanor during phone interactions.
• Configured modems and routers with proficiency.
• Efficiently set up email client configurations for both Windows and Macintosh operating systems.
• Configured dial-up connections on all Windows and Macintosh operating systems.
• Managed browser settings for Internet Explorer, Firefox, and Netscape.