Summary
Overview
Work History
Education
Skills
Projects
Certification
Profile
Timeline
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Bharti Manchanda

Bharti Manchanda

Noida

Summary

Seeking assignment in technology and data agnostic organization as Techno-Commercial manager, Key account manager, functional consultant.

Versatile and results-driven professional with over 10 years of extensive experience across Technology industries. Adept in Project Management, key stakeholder management, Negotiations, Operations and CSAT. Track record of driving BAU business and identifying the requirement of upselling services. Developing and maintaining client relationships, delivering service excellence and securing recurring AMC contracts.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Leader

Sopra Steria
08.2017 - Current
  • Identifying the Clients in the market landscape and assisting VP Business Development in client pitches and technical proposals
  • Helping the Project Manager in creating an overall project plan keeping in consideration the scope and timelines and finalizing the resource allocation
  • Onboarding the client and kick-off the project along with the leadership team, Developing rapport with the client counterpart and project sponsor
  • Providing training to the team periodically to upskill them on Oracle modules/sub-modules
  • Providing the progress update in the daily standup meeting to client and internal stakeholders and curating an action plan to resolve issues according to the priority level
  • Focus on delivering gold-standard services to clients, a weekly review of the CSAT and DSAT scores
  • Identifying the root cause of the DSAT and work on the areas to convert DSAT to CSAT
  • My hands-on experience encompasses various aspects of Oracle applications, including business finance operations, process optimization, configuration of test instances, product demonstrations, documentation, end-user training, and providing support during go-live and post-implementation phases

Quality Auditor

Convergys India Pvt. Ltd
07.2014 - 01.2017
  • During my tenure with the A T&T project, I played a pivotal role in enhancing the overall quality and performance of the operations team through rigorous monitoring and coaching initiatives
  • As the Quality Vendor, my primary responsibilities revolved around individual support and coaching for low-performing agents
  • Educated and oriented employees to improve compliance with quality control protocols.
  • Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.

Process Associate

Sopra Steria
08.2013 - 06.2014
  • Performed the role of customer service associate for the Thames Water Project where handling complaints grievances/appeals via relevant recording/reporting system

Education

Executive Project Management -

Indian Institute of Management
Rohtak
02.2021

Bachelor of Science - Electronics and Electrical

Graphic Era University
Dehradun, India
06.2013

Skills

  • Customer Satisfaction
  • Performance Metrics
  • Operations Management
  • Six & Lean Sigma
  • ITIL v4 (ITSM)
  • RPA UI Path
  • Data Analysis (CSAT / DSAT, Performance Metrics)

Projects

Objective: Streamline the process of comparing and updating employee details from Excel sheets to enhance accuracy and efficiency.

Key Improvements Implemented:

  • Developed an automated solution to compare employee data, significantly reducing manual effort.
  • Improved data accuracy by implementing validation checks to identify discrepancies.
  • Reduced processing time for data updates, leading to faster turnaround.

Final Results:

  • Achieved effort savings.
  • Delivered soft savings through enhanced efficiency.


Objective: Led the initiative to transition the P2P process from onshore operations to India, focusing on cost efficiency, quality improvement, and effective training.

Key Responsibilities:

  • Developed and delivered a comprehensive pitch outlining the benefits of transitioning the P2P process to India, emphasizing cost savings, enhanced service quality, and operational scalability.
  • We conducted an in-depth analysis of potential cost reductions, showcasing projected savings compared to onshore operations.
  • Collaborated with stakeholders to define quality metrics and establish performance benchmarks for the new offshore model.
  • Designed and executed a targeted training program for newly hired team members in India, ensuring a seamless transition with minimal disruption to operations.
  • Managed the hiring process, successfully recruiting' X' skilled professionals within one month to support the new P2P operations.

Achievements:

  • Achieved a adequate reduction in P2P processing costs within the first quarter post-transition.
  • Improved service quality metrics by 25%, ensuring timely and accurate processing of transactions.
  • Fostered a high-performing team through targeted training and mentorship, improving operational efficiency.

Certification

  • Oracle Financials Cloud - Payables 2023 Implementation Professional
  • ITILv4
  • SIX Sigma - Yellow Belt
  • RPA UI Path Certified

Profile

www.linkedin.com/in/bharti-manchanda

Timeline

Team Leader

Sopra Steria
08.2017 - Current

Quality Auditor

Convergys India Pvt. Ltd
07.2014 - 01.2017

Process Associate

Sopra Steria
08.2013 - 06.2014

Executive Project Management -

Indian Institute of Management

Bachelor of Science - Electronics and Electrical

Graphic Era University

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Bharti Manchanda