Akanksha Singh

• Updated and managed remediation forecasts through regular collaboration with business unit leaders.
• Automated dashboards developed to provide live remediation insights.
• Worked closely with stakeholders to refine both immediate and future forecasts.
• Curated an archive of past data for use in model development.

Unilever Global (RTVA)

• Managed the Project from Initiating, Planning, Execution, Monitoring & Controlling to Closure Phase which encapsulated the Analyse, Design, Plan, Build, Test, and Implement Phases of our Project Life-cycle
• Leading Product Adoption for the tool, (training, monitoring, and tracking product usability within stakeholders
• Tracking benefit created and realized from tool for Unilever
• Automating saving generated to reflect tool dashboards
• Data governance ensuring data flowing in the tool is validated by the business and finance team

Unilever Ushop

• Responsible leading teams, gathering requirements, ensuring quality, and mitigating risks
• Effective management of the project budget, tracking expenses, and ensuring cost-effectiveness
• Implementing a rigorous testing process covering functional, usability, and security aspects
• Planning and coordinating the website's deployment to the production environment, ensuring a seamless transition from development to the live website
• Monitoring initial launch performance
• Ensuring compliance with e-commerce regulations, including data protection and consumer rights
• Coordinating legal reviews and approvals when required.

Hindustan Unilever (i-Teams)

• JIRA Project Management: Ensured seamless operation of JIRA by maintaining Product Roadmap, Product Backlog, Sprints, and Reports, while facilitating collaboration between business and developers to prioritize and deliver features within sprint timelines
• Business Requirement Documentation: Collaborated with business teams to comprehensively understand design and feature requests, leading to the creation of Business Requirement Documents (BRD) to guide developers, enabling precise time estimations and sprint planning
• Acted as a liaison between developers and business stakeholders
• Budgeting and Procurement: Initiated Statement of Work (SOW), invoicing for Unilever CBIT team employees through Coupa, maintaining accountability with checks including EY and client signatures, clear period mention, and accurate EY address to facilitate smooth budget management.

• Led customer service projects to address and achieve key business objectives.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Addressed potential cancellations and offered catered solutions to retain accounts.

• Managed and supervised 1K+ administrative and daily program operations, complying with policies and regulations
• Engaged and worked alongside cross-functional stakeholders (NA,IN, UK, DE etc.) to manage strategic initiatives
• Drove headcount utilization optimally and reduce any leakage in capacity (defined/undefined as on date)
• Work and collaborated with multiple teams - Capacity Planning (GPSS), Finance, Internal WFM, GPO and Ops to drive multiple initiatives/launches leading to functional efficiency gain
• Facilitated workshops and conducted one-on-one training to educate stakeholders on new metrics which increased adherence by 60%
• Worked closely with project teams on forecasting mechanisms/timeliness and bridge any gap on forecast to staffing, and mitigate any negative impact to capacity

• Introduced higher standards by creating real time service level report for assigned skill and increased efficiency by streamlining operations
• Launched 3 new skills business at HYD site for North America Customers (Amazon Student, Woot.com and Amazon Family)
• Supervised 30-45 headcount and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Mentored and acted as resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Team Managers and for other roles
• Managed and exceeded quality and productivity goals assigned to team
• Completed special projects by using effective decision making, critical thinking and time management skills
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

• Daily real-time monitoring of service levels for all queues in NA, IN and UK at all CSIND sites
• Drove real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals
• Communicated changes to incoming contact patterns to operations and broader WFM team
• Supported changes within routing profiles for all domains
• Updated and sent reports related to performance of each site (HYD, PNQ, VCSIND, DEL18 and CJB10), including but not limited to shrinkage, occupancy, and NPT usage
• Reviewed Tickets assigned to WFM team that require real-time assistance to different stakeholders
• Review and process VTO/NPT/OT requests in real-time
• Weekly capacity discussion with assigned stakeholders to review next 4 weeks Volume pattern Vs Capacity for 3K+ HC