Arushi Bhasin
Delhi
Summary
Dynamic Team Leader with extensive experience in project management, client service, team building, and operations. Proven ability to develop and implement effective strategies that improve efficiency, enhance customer satisfaction, and drive operational success. Skilled in quality assurance, risk management, and process improvement. Strong leadership background, with a focus on multitasking, time management, and team development. Expertise in risk mitigation, stakeholder communication, and leading cross-functional teams to achieve business goals. Committed to continuous improvement and maintaining high standards of performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader
Cognizant Technology Solutions Pvt. Ltd.
04.2023 - 10.2024
- Led a team of 20 Process Specialists, overseeing daily operations and team performance
- Coordinated quality assurance activities, including audits, training, and hiring processes, ensuring compliance with internal standards
- Analyzed and provided trend data to the site management team, driving data-driven decision-making
- Utilized quality monitoring systems to track team performance and developed risk mitigation strategies to reduce operational risks
- Organized and led calibration sessions to align performance standards across the operations team
- Provided ongoing feedback to team leaders and managers, ensuring continuous improvement in team performance
- Prepared and analyzed internal and external quality reports, including risk assessments, for senior management review
- Collaborated with the operations team to define and optimize quality procedures, achieving a consistent 99.5% service delivery rate and ensuring service excellence across all operational processes
- Identified training needs and partnered with the Training Department to implement development programs
- Delivered corrective counseling and mentorship to improve the performance of Quality staff
- Prepared Quarterly Business Review (QBR) and Weekly Business Review (WBR) reports, presenting key findings and recommendations
Process Specialist
Cognizant Technology Solutions Pvt. Ltd.
06.2021 - 03.2023
- Conducted quality audits and provided regular feedback to team members, identifying and addressing process inefficiencies and potential risks
- Developed and implemented a timeline and framework to achieve performance targets, ensuring alignment with team goals
- Delegated tasks efficiently, streamlining team workflow and maximizing resource utilization to consistently meet project deadlines
- Facilitated training sessions and weekly meetings, empowering team members with the skills to improve confidence, communication, and performance
- Led quarterly performance reviews, providing actionable feedback to enhance individual and team development
- Collaborated with managers to identify and implement process improvements, driving efficiency and achieving key performance indicators (KPIs)
- Supported cross-functional teams in achieving business objectives through continuous process enhancements and risk mitigation
- Initiated programs to maintain process quality variance below 2%, against the target of 5%
- Assisted in improving new hire quality by 10%
Senior Process Executive
Cognizant Technology Solutions Pvt. Ltd.
01.2019 - 05.2021
- Administered and managed B2B client product support, ensuring timely and effective resolution of customer issues
- Delivered customer support to international and national clients, enhancing client satisfaction through efficient problem-solving
- Ensured efficient service delivery across teams, optimizing processes to meet client expectations and service level agreements (SLAs)
- Developed and executed risk management and mitigation plans, identifying and addressing potential issues proactively
- Reported regularly to management on performance status, escalations, and service improvements
- Educated customers on using trackers and applications, ensuring proper utilization and increasing user engagement
- Supported Google Product research by conducting surveys and analyzing Google Form results, providing actionable insights for product improvements to PMs
Process Executive
Cognizant Technology Solutions Pvt. Ltd.
12.2017 - 12.2018
- Developed and implemented a streamlined customer onboarding process, improving the efficiency of client sign-up and enhancing customer experience
- Increased visibility for UK/EU, US, and Canada businesses on Google Search, driving higher engagement and search rankings
- Investigated and resolved technical issues, troubleshooting complex problems using a range of diagnostic tools and techniques
- Managed organizational and bulk accounts, ensuring accurate data handling and timely account updates for clients
- Provided second-level support for escalated customer queries, ensuring timely and effective resolutions to complex issues
Education
Bachelor of Technology (B.Tech) - Information Technology
Amity University
Noida07.2017
Skills
- Teamwork and collaboration
- Project Management
- Performance Management
- Conflict Resolution
- Agile Methodology
- Coaching & Mentoring
- Process Improvement
- Cross-functional Collaboration
- Change Management
- Operational Efficiency
- Risk Management
- Client Relationship Management (CRM)
- Communication Skills
- Problem Solving
- Time Management
- Strategic Planning
- Customer Satisfaction
- Data Analysis & Reporting
- Quality Assurance & Auditing
- Microsoft Office
- Google Sheets
Certification
Google Project Management: Specialization Nov 2024 Google AI Essentials Nov 2024
Six Sigma Certifications May 2020
Languages
English
Hindi
French
Passion
Alfaaz (College Literary Society) Member of the college literary society and various IT groups.
Scholarship Holder Participated and secured positions in various competitions.
Street Play Competition Zonal level street play competition winner.
HQVY Club Associated with the HQVY club focusing on human values.
Timeline
Team Leader
Cognizant Technology Solutions Pvt. Ltd.
04.2023 - 10.2024
Process Specialist
Cognizant Technology Solutions Pvt. Ltd.
06.2021 - 03.2023
Senior Process Executive
Cognizant Technology Solutions Pvt. Ltd.
01.2019 - 05.2021
Process Executive
Cognizant Technology Solutions Pvt. Ltd.
12.2017 - 12.2018
Google Project Management: Specialization Nov 2024 Google AI Essentials Nov 2024
Six Sigma Certifications May 2020
Bachelor of Technology (B.Tech) - Information Technology
Amity University
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