Cheena Bajaj
Summary
Energetic and motivating leader with proven ability to effectively manage both personnel and projects. Self starter and strong independent worker. Excel at analyzing products and procedures to generate new ideas to improve efficiency and production quality. Highly adaptable to ever changing circumstances. Key member in any term developing and executing strategic business plans.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Product Specialist
Rsystems - Noida
- Responsible for an end-to-end analytics project handling, working with clients and internal resources to identify, model, and calculate key performance indicators (KPIs)
- Configuring the Uniphore product suite to analyze key words, phrases, and emotions associated with the KPIs and to provide customized solutions to customers that address their specific needs and concerns
- Utilizing Uniphore tools to create tasks, activities, and milestones for new and ongoing initiatives on Confluence and Jira tools, to organize and manage projects efficiently and ensure that all stakeholders are aligned and working towards the same goals
- Collaborating with internal and external stakeholders on process improvement plans and models, and researching, analyzing, and deriving business functional and technical requirements, to identify areas for improvement and develop targeted solutions that meet customers' needs and objectives
- Managing and improving the process involved in service delivery and support functions, to ensure that customers are receiving high-quality service and support, and that organization is operating efficiently and effectively
- Provide leadership and responsible for technical and development project estimations and complete solution development.
Team leader -Process Excellence
FIS Global
- Provide deep insights for the process improvement by analyzing client's processes (U.K and U.S.A) through Nexidia Interaction Analytics tool and using other analytical methodologies
- Ensuring growth in clients business by providing unbeatable business solutions and roadmap of activities
- Using industrial experiences, helping clients optimize their processes and achieve the revenue targets and maximizing profitability
- Using reporting and analysis to comprehend the impacting gaps, strengths, weaknesses and opportunities in the process and design a roadmap for customers to counter imminent business challenges
- Benchmarking analysis using clients process data and show a substantial growth in the process, comparative analysis to make client excel in their fields
- Ensuring all process level KRAs and metrics are met and maintaining a healthy and positive environment at work place
- Handled team of 2 business analyst in managing final work products and growth.
Senior Quality Executive - Quality
eClerx Pvt Ltd- Chandigarh
- Responsible for Operational Excellence set up in new & existing processes / sub skills
- Handling Team of Agents / Quality coach (22 team members)
- Quality consultant to Operations for all quality related concerns, changes, improvements etc
- Enhancing Quality related training on all new business under Project
- Leading and Managing, the guidelines adherence through Process Calibration on regular basis with client and agents
- Centralised call Monitoring / Monitoring Management for Process working on statistical analysis, strategic research, Strategy development, monitoring and validation
- One-on-one Feedback on email and phone
- Transnational Monitoring to be done for the Process
- Facilitating the sharing of best practices across the organisation
- Managing QA activities for the process.
Business Analyst
Uniphore Software Ltd
- Current
- Responsible for mapping business processes, defining user stories with agile methodology, creating and managing status plans with all respected teams involved in the project
- Expected to help clients to optimize their processes and achieve revenue targets while maximizing profitability, by providing unbeatable business solutions and a roadmap of activities.
Senior Quality Executive - Quality
Metlife Global- Noida
06.2010 - 09.2011
- Quality Assurance Associate
- Build and manage a rich content around insurance that attracts a qualified audience to buy insurance
- Monitor and engage in relevant social discussions about our insurance or competitors, and/or industry, both from existing leads and customers as well as from brand new audiences
- Optimizing content for search engines and lead generation.
Education
BBA -
HIMT Greater Noida
01.2008
Senior Secondary School -
01.2005
Secondary School -
01.2003
Skills
- Product Demonstrations
- Campaign Management
- High Technical Skills
- Sales Expertise
Certification
- Six Sigma Green Belt Certified (Project done under eClerx)
- Managing Project Risks and Changes, Project Management, 2017
- Initiating and Planning Projects, Project Management, 2017
Accomplishments
- Recognized by US based clients for excellent client relationship management and consultancy services
- Awarded for exemplary performance award for contribution made to business initiatives and for establishing relationships with client and business owners
- Received appreciation from several business partners for displaying customer focus and passion towards goal outputs
- High rating on customer centrality and business ethics
Consulting Experience
Worked on more than 3 projects internally, in field of Process Mapping, Speech Analytics, SOPs, P&Ps, Training Manuals Documentation, Process Redesigning Assistance, Process Improvement, Optimization, Knowledge Transfer. Handled process migration/transitioning and operations set up support for leading Telecom and Utilities Companies, Speech analytical tools worked on Nexidia, Nice and Verint(old version) and conversational AI. Have basic understanding on Python, Java, Prodigy for Conversational AI models.
Value To Organization
- Quality Assurance
- Quality Implementation and Enhancement
- Relationship Management
- Process Mapping & Documentation
- Business Development
- Shared Services Opportunity Identification
- Application Controls Review
- Compliance and Regulatory Documentation
- Project Management
- Mentoring, Coaching and Training
- Business Process Consulting
- Conversational AI
Work Authorization
Holder of B1/B2 - US Visa
Personal Information
- Husband's Name: Mr. Ravi Mohindroo
- Marital Status: Married
- Date of Birth: 03/26/87
Hobbies and Interests
- Music
- Reading
- Dancing
References
References available upon request.
Timeline
Senior Quality Executive - Quality
Metlife Global- Noida
06.2010 - 09.2011
Product Specialist
Rsystems - Noida
Team leader -Process Excellence
FIS Global
Senior Quality Executive - Quality
eClerx Pvt Ltd- Chandigarh
Business Analyst
Uniphore Software Ltd
- Current
BBA -
HIMT Greater Noida
Senior Secondary School -
Secondary School -
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