Caroline Karunya

• Involved in product (in-house virtual client experience platform) training to cross functional teams
• Organizing & designing virtual events which is easy to use
• Increase the usage literacy of the product
• Training team on skills required to improve client interaction
• Program managing end to end client visit to deliver positive and seamless experience to the clients when interacting with the company
• Interacting with cross functional team to deliver a positive experience to the client
• End to end project management of the new vendor selection process
• Maintenance of case study repository.

• Volunteered time and expertise to contribute to the personal and professional growth of individuals in the community through soft skills training initiatives
• Mentoring students on job readiness, interview skills, resume building.

• Developed and implemented knowledge management strategies to enhance information sharing and collaboration within the organization
• Established and maintained a centralized knowledge repository to store and organize critical information, best practices, and lessons learned
• Conducted knowledge audits to identify gaps in knowledge and information flow, and implemented solutions to address them
• Facilitated knowledge sharing sessions and training programs to promote a culture of learning and knowledge sharing among employees
• Implemented knowledge management tools and technologies to streamline information retrieval and access for employees
• Collaborated with cross-functional teams to capture, document, and disseminate knowledge across the organization
• Led knowledge management projects and initiatives to drive innovation, improve decision-making, and enhance organizational performance
• Demonstrated strong communication, leadership, and problem-solving skills in effectively managing knowledge resources and promoting a knowledge-sharing culture within the organization.

• Drove development of overarching work plan across multiple proposal development workstreams
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
• Delivered comprehensive bid proposals for medium sized projects
• Coordinated and managed internal resources during proposal process and verified achievement of milestones and deliverables
• Responsible for end-to-end Opportunity management which includes Business Planning, Account Management, Bid (RFI/RFP) Management, Proposition building, Competition Analysis and client visits
• Manage RFP process which includes qualification of deal, business requirement understanding and providing tailor innovative made technical and commercial solutions to client
• Drive storyboarding session and identifying key differentiating bid points through business research and insights
• Clearly indicating major value proposition and benefits
• Responsible for team Knowledge sharing and repository management
• Involved in research related to current trends in industry.

Resource Management:

• Developed and implemented resource management strategies to optimize the allocation of human, financial, and material resources across projects and departments
• Conducted resource capacity planning and forecasting to ensure that projects are adequately staffed and resourced to meet project timelines and deliverables
• Utilized resource management tools and software to track resource availability, utilization, and allocation, and identify potential bottlenecks or conflicts
• Managed resource budgets, expenses, and procurement processes to ensure cost-effective utilization of resources and adherence to budget constraints
• Conducted regular resource planning meetings and reviews to assess resource needs, identify gaps or surpluses, and make adjustments to resource allocations as needed

Profit Improvement

• Developed and implemented a comprehensive profit improvement plan to identify cost-saving opportunities, revenue enhancement strategies, and operational efficiencies to increase profitability of the account
• Communicated progress, results, and recommendations to senior management and key stakeholders to gain buy-in, support, and alignment for profit improvement efforts
• Conducted regular reviews and assessments of the profit improvement plan to evaluate effectiveness, identify challenges, and make adjustments to achieve desired outcomes
• Developed and managed annual operating budgets, forecasting revenue and expenses to ensure alignment with organizational goals and financial targets
• Prepared monthly, quarterly, and annual financial reports and presentations for senior management, highlighting budget variances, key performance indicators, and financial forecasts

Billing & forecasting

• Managed billing processes, including invoicing, payment processing, and account reconciliation, ensuring accurate and timely billing cycles to optimize cash flow and financial performance
• Reviewed and verified billing data, such as service fees, hours worked, and expenses incurred, to generate error-free invoices and statements for clients, vendors, and internal departments
• Resolved billing discrepancies, disputes, and inquiries promptly and professionally, collaborating with clients, sales teams, and finance staff to address issues and ensure prompt resolution
• Collaborated with cross-functional teams, such as finance, accounting, and customer service, to align billing practices with company policies, regulatory requirements, and industry standards
• Provided billing training, guidance, and support to staff members, ensuring understanding of billing procedures, compliance with billing policies, and adherence to billing best practices

Employee engagement

• Developed and implemented employee engagement initiatives, programs, and activities to foster a positive work culture, boost morale, and enhance employee satisfaction
• Organized team-building events, recognition programs, and wellness activities to promote camaraderie, teamwork, and work-life balance among employees
• Facilitated communication channels, such as town hall meetings, newsletters, and to keep employees informed, engaged, and connected with the organization
• Provided training and development opportunities for employees to enhance skills, knowledge, and career growth, fostering a culture of continuous learning and professional development
• Recognized and rewarded employee achievements, contributions, and milestones through performance incentives, awards, and appreciation programs to motivate and retain top talent

Client Experience

• Coordinated client visits, meetings, and site tours, managing all logistical arrangements, including scheduling, transportation, accommodations, and catering, to ensure a seamless and positive client experience
• Liaised with clients, sales teams, and internal stakeholders to gather visit requirements, preferences, and objectives, customizing visit itineraries and agendas to meet client needs and expectations.