Arokia Monisha Clement
Chennai
Summary
Goal-oriented professional successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program and Process Management Senior Analyst
Accenture
Chennai
11.2021 - Current
- Provided process orientation and training sessions for new candidates/employees regarding Incident and Problem Management.
- Implemented and maintained incident and problem management processes in ITSM Tool.
- Ensured accuracy of changes made during CAB Call by validating and optimizing them in the tool.
- Maintained adherence to client SLAs and time for all processes and procedures.
- Partnered with IT teams to oversee and facilitate the timely completion of all technological implementations.
- Responsible for enforcing process controls and ensuring staff adherence to process and data standards.
- Ensured quality control by monitoring and providing feedback on staff's calls, escalation procedure, and documentation.
- Managed performance tracking of each staff member and delivered customized ITIL training sessions for skill improvement.
- Implemented strategic plans for minimizing costs and optimizing productivity.
- Managed and executed end-to-end projects/products for ITSM Management.
- Established goals, planned and monitored progress until completion for each project handled.
- Prepared monthly PPT reports and decks consistently
- Handled the implementation of new tools, fulfillment of service requests, and introduction of new additions.
Senior Coordinator
Thulir Learning Solution
Chennai
05.2018 - 03.2020
- Facilitated communication between technical staff, business users, and executive management.
- Built strong relationships with internal departments as well as external vendors and partners in order to facilitate successful collaboration on projects.
- Coordinated with stakeholders to ensure successful implementation of projects.
- Provided guidance and support to team members in order to achieve project goals.
- Evaluated vendor proposals for new products or services related to current or upcoming projects.
- Developed project plans and tracked progress against key milestones, ensuring timely completion of tasks.
- Monitored performance metrics related to projects and took corrective action when necessary.
- Ensured that all project deliverables were completed on time
Senior Coordinator
Thulir Learning Solutions
Chennai
05.2014 - 01.2016
- Facilitated communication between technical staff, business users, and executive management.
- Built strong relationships with internal departments as well as external vendors and partners in order to facilitate successful collaboration on projects.
- Coordinated with stakeholders to ensure successful implementation of projects.
- Provided guidance and support to team members in order to achieve project goals.
- Evaluated vendor proposals for new products or services related to current or upcoming projects.
- Developed project plans and tracked progress against key milestones, ensuring timely completion of tasks.
- Monitored performance metrics related to projects and took corrective action when necessary.
- Ensured that all project deliverables were completed on time
Project Management Officer
HCL Comnet
Chennai
10.2009 - 11.2012
- Facilitated communication between various teams involved in providing efficient resolution of problems experienced by customers.
- Ensured that all documentation related to service management issues was accurate and up-to-date at all times.
- Monitored daily activities related to ongoing projects, ensuring that tasks were completed on time.
- Provided guidance and assistance on implementing new technologies into existing systems used for managing customer relations.
- Identified areas where process improvements could be implemented in order to streamline operations across departments involved in project execution.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Created detailed status reports outlining current progress on active projects, highlighting any potential risks or issues.
- Developed training materials related to project management best practices for internal use.
Counselor
Neted Learning Solution
Chennai
10.2008 - 04.2009
- Implemented therapeutic techniques such as cognitive-behavioral therapy, dialectical behavior therapy, and mindfulness training into practice.
- Educated staff members about mental health issues affecting students so they can better respond appropriately to those needs.
- Developed treatment plans to address client needs.
- Utilized evidence-based practices such as Cognitive Behavioral Therapy and Dialectical Behavioral Therapy.
- Maintained accurate and up-to-date records of client progress and treatment plans.
- Developed crisis intervention strategies for individuals facing difficult situations or events.
- Participated in regular team meetings to discuss case management issues and plan services for clients.
Customer Service Advisor
Aviva 24/7 (WNS)
Chennai
07.2007 - 10.2008
- Analyzed trends in customer complaints or requests for additional services.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Managed complex customer accounts requiring special attention or escalation.
- Educated customers on product features and benefits to support sales efforts.
- Developed relationships with customers through proactive follow-up on orders.
- Processed payments accurately according to company policies and procedures.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Maintained and managed customer files and databases.
- Created customer support strategies to increase customer retention.
Education
Master of Arts - English Literature
Madras University
Chennai06-2023
Skills
- Performance monitoring
- Client management
- Analytics software
- Financial Modeling
- Software Design
- Advanced Excel
- Power Automate
- Power point
- Visio
- JIRA
- MY SQL
- Power BI
- AGILE
- Strategic Planning
- IT Service Management
- Service Now
- Data Analysis
- Report Preparation
- Client Relationship Management
- Business Intelligence
Certification
- Power BI ( PL 300)| I415-8828 | 2022
- ITIL 4 Foundation| GR671556421AC | 2023
Timeline
Program and Process Management Senior Analyst
Accenture
11.2021 - Current
Senior Coordinator
Thulir Learning Solution
05.2018 - 03.2020
Senior Coordinator
Thulir Learning Solutions
05.2014 - 01.2016
Project Management Officer
HCL Comnet
10.2009 - 11.2012
Counselor
Neted Learning Solution
10.2008 - 04.2009
Customer Service Advisor
Aviva 24/7 (WNS)
07.2007 - 10.2008
Master of Arts - English Literature
Madras University
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