Project Manager – Certifications manages the full certification system lifecycle, from adding new offerings and reviewing pricing to resolving candidate payment, badge, and reimbursement issues. Coordinates authorized vendor negotiations and partner discussions to support a multi-region certification program across EMEA, India, Japan, and the Philippines. Builds weekly usage, transaction, and quarterly settlement reports that support finance decisions and client billing.
Hi, I’m
Natasha Bhattacharya
Certification Manager/ PMO Lead
Kolkata,West Bengal
Summary
Overview
1
Certification
20
years of professional experience
Work History
LearnQuestKolkata, West Bengal
Project Manager Certifications
09.2022 - Current
Job overview
- Executed full system management single-handedly, ensuring efficient and effective operation. Led operations for major client account, consistently delivering superior service quality.
- certification program coordination
- Managed portfolio of over 371 exams and expanded certification catalog by adding 71 new options for enhanced offerings. Secured favorable pricing from authorized vendors for voucher programs. Ensured ongoing review and maintenance of existing certifications.
- analysis of emerging certifications in market, prerequisites, and ordering process.
- Guided candidates through badge acquisition and payment processes, ensuring clarity in procedures. Addressed reimbursement-related queries from candidates while facilitating timely resolutions.
- Facilitated partner discussions to align on requirements and promotional offers. Drove initiatives that strengthened business relations within partnership programs. Assessed partnership opportunities to identify viable prospects and eliminate non-essential ones.
- Responded to client inquiries through email for rapid issue resolution. Processed 1,645 requests for 1,489 users in 2024; maintained a monthly average of 138 requests. Handled 1,748 requests for 1,497 users in 2025, averaging 145 requests each month.
- Acted as liaison for candidates and L&D team, ensuring timely resolution of inquiries. Provided foundational support to candidates regarding various L&D issues and questions.
- Generated quarterly settlement reports for finance team and client company. Tracked card usage charges, providing documentation for finance review. Accelerated clearance process from 4-5 days to under one day using credit card payments.
- Generated weekly transaction and system usage reports with trend analyses and forecasts for EMEA, specifically India, Japan, and Philippines. Executed fee and tax computations for base price system usage to ensure accurate financial reporting.
CognizantKolkata, West Bengal
Transition PMO Lead for Infrastructure Management
06.2019 - 09.2022
Job overview
- Resource Management –
- PMO represents the people, process and technology required from project initiation till project delivery.
- Leading a team of PMO’s on a large client account and dividing key roles and responsibilities. Delegating and monitoring execution on a weekly basis.
- Create and maintain a repository of all project artifacts and documents for reference and audit purposes. All documents from due diligence, best and final offer, letter of intent, pre-planning, planning, knowledge acquisition, shadow, and reverse shadow phases. Artifacts for Go live reviews, RAID log (risk, assumptions, issues & dependencies). Assess the degree of the risk (priority and the probability of it’s assurance) along with the delivery team, track, report, follow up and eventually close the risk. Update the action, the start date, expected closure date, mitigation plan and contingency plan to the risk also assign a RAG status (Red, Amber or Green) depending on it’s severity and possibility of occurrence.
- Track resource requirement/hiring as projected and agreed with the customer (onboarded versus forecasted). Create visibility of resource capacity, competency, and availability for all stakeholders. Establish a real-time resource scheduling to accommodate the fast-changing ground reality.
- Establish, create and implement a project governance framework to have a structured approach to govern the projects and prioritize / align short- and long-term goals of the business. To help with quick access to documentation. Monitor and report on ongoing risk assessment and mitigation across all projects.
- Implement and consolidate best practices and processes
- Help in the implementation of repeatable project delivery process to help manage agreed timeline and avoid escalations.
- Help and assist to maintain consistency between project managers working on different projects, across different departments.
- Centralize information and deliver it to the right stakeholders
CognizantKolkata, West Bengal
Soft Skills Coach (Ralph Lauren)
06.2017 - 06.2019
Job overview
- Handling a team of 100+ people, training them on communication, providing feedback. Overseeing their team work tasks and team building activities. Sharing feedback and scoring their individual performances.
- Training associates on communication and soft skills Floor walking and motivating the associates
- Conducting audits and providing feedback on a daily basis. Escalations brought down from 65% to 3% over a year. Associate call audit sheet scoring improved from an average score of 73% to 82%.
- Planning refresher training sessions after identifying key improvement areas
- Training new hire batches (ELT and laterals), conducting mock calls preparing and monitoring them during the OJT phase
- Planning fun activities and conducting client visit presentation sessions
- Being a panelist for the communications round during interview sessions for the project and the organization (CIS)
- Publishing reports and decks (shared with the delivery and delivery excellence team) tracking performance and improvement of the team
- Driving CII’s for continual service improvement
- Assisting the delivery with customer interaction and enhancing the user experience by doing the DSAT analysis
ATOS IT Solutions & Services (formerly Siemens)Kolkata, West Bengal
Project Management Coordinator
01.2014 - 09.2016
Job overview
- Description of client portfolio:
- A UK based company which is a pioneer in payment gateways and digital services. Their annual turnover being approximately € 1.22 billion employing over 8600 employees worldwide. A 500 year’s old public limited company with a net worth of £3.3bn.
- Reviewing projections made by the project managers about financial forecasting, project measures, milestones are up to date and adhered to. Designing evaluation programs defining various matrices for the evaluation process.
- Setting up quality gate reviews and monitoring if project data, purchase orders, invoices are updated regularly by project managers.
- Quality assurance [conducting (CSAT and PSAT surveys], change management and capacity management related tasks performed
- Communicating and coordinating with the client-side for tasks, like updating contracts and process documents, workforce governance and travel authorizations, billing approvals.
- Manage communication portals by publishing newsletters for the client workforce, broadcasting important communications, risk approval agreements and contracts,. Tacking project progress about various deliverables (example -SharePoint)
- Raising Purchase order requests and sending invoices to finance team for approval
- Liaising with the senior executive team to arrange for rainbow bidding meetings to cover the various phases like offer review, pursuit review, solution review strategy review. Maintaining the repository of the documents and MOM’s.
- Tracking billing and utilization of resources, and time approvals to the account (WBS codes and timesheets, work force management)
- Resource tracking for joiners and off boarding resources from the account. Liaising with project managers, resources and the work force management team regarding end dates and extensions of resources on the account
- Resource hiring projection reports created on a weekly basis that is presented to the senior executive team for optimum utilization and not exceeding the project budget
London Buses Serviced Ltd LBSLKolkata, West Bengal
Senior Associate
11.2010 - 12.2013
Job overview
- This project is based on traffic management system. The system enables a centralized coordination of 26 companies that build The Public Transport association of greater London. It is based on Vehicle tracking system and GIS.VICOS-LIO is the centralized application, which was developed by SIEMENS VDO Switzerland (now Continental Automotive CH). This application is installed both in the buses as well as in the control centers. The VICOS-LIO control centre is the heart of the system. It is the automatic vehicle location and control system (AVLC). The control centre communicates with the bus via GPRS and analog radio. Location of the bus is monitored by GPS. The VICOS LIO application is used together with onboard computer (IBIS plus) in the vehicles as well as the mobile control computers of the on-street controller and the node computer for the passenger information.
- Operation and Troubleshooting on the various equipment’s/peripherals installed on the IBUS automotive system.
Siemens Enterprise Communications Ltd. Kolkata, West Bengal
Quality assurance analyst and CSAT management
12.2008 - 09.2010
Job overview
- Auditing and evaluating calls and tickets worked on by team members.
- Making sure the tickets worked on remain in complete compliance with regulations and quality standards. Designing and creating real time scenarios to test the knowledge and presence of mind of team members under training.
- Providing L2 Offshore support for HiPath 4000/Hicom 300E- IP Converged communication server for enterprises in UK, Ireland and US. On-Campus Mobility Solutions based on DECT or WLAN.
- Installation & configuration of HiPath 4000 communications systems and performing necessary tasks for system
- Generation including OptiPoint work points (IP and TDM) incl. DECT Cordless Phones and IP Gateways like HG 3530(HFA) /3540(SIP) for VoIP (IP Workpoints), HG 3550(IP Trunking), HG 3570(IP Distributed Architecture) and troubleshooting in the communication platform HiPath 4000 with Workpoints.
- Set up of remote administration access for the HiPath 4000 system with SIRA (Secure Infrastructure Remote Administration) and troubleshooting using Hipath 4000 AMO’s and also using the web-based tool HiPath Assistant for maintenance and fault location.
HSBC HDPI HSBC Data Processing India Ltd, Kolkata
Customer Service Executive - Banking Process
08.2007 - 08.2008
Job overview
- Servicing Credit Card Customers Accounts Management Assistance
- Product Sales, Account Protection, Life Insurance, Credit Monitoring.
- Identity Protection and Discount Programs. Auto Refinancing, Home Loans, etc.
- To handle calls from American clients regarding their credit card accounts, help them with their technical banking queries.
- To help the card members to process balance transfers at lower interest rates available on their accounts, help
- With credit limit increases / decreases, card upgrades/downgrades, statement queries, fees etc.
WIPRO BPO, Kolkata
Customer Service Executive for HP CSR
06.2006 - 07.2007
Job overview
- Technical Support and Complaint Handling. Sales - Product & Accessories and Warranties.
- To maintain through knowledge of product of the company and meeting the daily target.
- Troubleshooting the issues of the customer regarding the product e.g.: Laptop, Desktop, Printer and Camera. Was Responsible to maintain the AHT [Average handling time], RPC [Revenue per call] and to adhere the guideline According to the process.
Education
Bhawanipur Educational Society (University of Calcutta)
B.Com (Honors) from accountancy & finance
01-2006
University Overview
Modern High School (Dubai)
I.S.C
01-2002
University Overview
Modern High School (Dubai)
I.C.S.E
01-2000
University Overview
Skills
Project governance
Risk management
Resource planning
Stakeholder management
Status reporting
Vendor management
Client relations
Financial reporting
Process improvement
Certification program management
Certification
ITIL foundation certification 2014, PRINCE 2 practitioner 2016, (ITIL, Prince 2 Practitioner Certified)
Timeline
Project Manager Certifications
LearnQuest
09.2022 - Current
Transition PMO Lead for Infrastructure Management
Cognizant
06.2019 - 09.2022
Soft Skills Coach (Ralph Lauren)
Cognizant
06.2017 - 06.2019
Project Management Coordinator
ATOS IT Solutions & Services (formerly Siemens)
01.2014 - 09.2016
Senior Associate
London Buses Serviced Ltd LBSL
11.2010 - 12.2013
Quality assurance analyst and CSAT management
Siemens Enterprise Communications Ltd.
12.2008 - 09.2010
Customer Service Executive - Banking Process
HSBC HDPI HSBC Data Processing India Ltd, Kolkata
08.2007 - 08.2008
Customer Service Executive for HP CSR
WIPRO BPO, Kolkata
06.2006 - 07.2007
Modern High School (Dubai)
I.C.S.E
Modern High School (Dubai)
I.S.C
Bhawanipur Educational Society (University of Calcutta)
B.Com (Honors) from accountancy & finance