Ela Joshi
Pune
Summary
- Experienced PMO with a proven track record in managing complex accounts and delivering projects aligned with organizational goals. Skilled in overall project management activities, team management, and effective communication. Proficient in MS Excel & Power Point. B.Com graduate and Lean Six Sigma Green Belt certified. Recognized for exceptional performance and dedication to provide top-tier services.
Overview
13
13
years of professional experience
Work History
PMO Specialist – Deputy Manager
WNS
Pune
11.2023 - Current
- Strong communication skills and demonstrated client management experience, with a strong orientation to governance and controls.
- Participate in business leadership meetings, helping to develop and drive strategies and programs that improve the competitive position and profitability of the organization.
- Excellent client management for high VOC scores enhances client interaction to gain further business, helps ramp up and sustain client relationship and trust, collaborate with customers for operational challenges on a regular basis, manage and handle escalations, and proactively engage resources to address and resolve issues.
- Manage overall operations, SLA delivery, quality, and client administration.
- Lead communication and relationships with key contacts.
- Manage contract changes, billing, managing relations with client counterpart managing BPO contracts, working with the customer and internal stakeholders on CM (Change Management)
- Responsible for creating reports for internal management's consumption, maintaining a repository of contractual and operational documents for both internal and external stakeholders.
- Responsible for leading complex projects, innovating processes, farming, and supporting new business initiatives. Working with service delivery and supporting teams to deliver as committed in the contract to the customer. Providing business case assistance and preparation. Reviewing and approving all recommended services and standards as customers see fit. Coordinating with cross-functional teams, vendor teams, and internal stakeholders. Experienced in ITIL Framework - Incident, Change, Problem Management.
PMO - Associate Manager
HCL Technologies
Lucknow
06.2019 - 11.2023
- Planning project management, analyzing finances, collaborating across departments for efficient quality deliverables
- Managing a Europe account with $190 M total contract value
- Generating $3-4 M monthly revenue
- Making strategic decisions and make independent judgments on matters of significance
- Experienced in complex business analysis and customer relations
- Participate in and/or lead formal and informal reviews with the internal and external stakeholders
- Managing customer relationships effectively by meeting all the deadlines as per Service Level Agreement and handle customer escalations
- Supporting sales teams, resolving complaints, and driving customer retention
- Collaborating on solutions, training new hires, and monitoring account performance
- Handling business documents, publishing activity trackers, and managing billing and customer invoicing efficiently.
Senior Analyst
In3Corp
Lucknow
01.2015 - 05.2019
- Contact suppliers to request Account summaries and documentations along with managing multiple and overlapping audit projects
- Constructs 'Audit Angles' document by reading and analyzing Client contracts and develops audit work plan for Management
- Handling end to end reporting for Weekly Audit reports and client deliverables
- Handled team of 4 member involved in audit activities
- Hiring and upskilling new hires.
Customer Relationship Manager - Senior Executive
SAHARA INDIA PARIWAR
Lucknow
01.2012 - 01.2015
- Handling the customer queries around the retail business and up selling the retails products
- Achieving the 90% of the sales target every month
- Sharing the Daily Activity Report with the management.
Education
Bachelors in Commerce -
Lucknow University
01.2012
Higher Secondary School Certificate -
The Lucknow Public Collegiate ICSE Board
01.2007
Skills
- Critical thinking & problem solving
- Excellent Communication & Interpersonal
- Time Management
- Leadership
- Decision Making
- Ability to Multitask
- Microsoft PowerPoint & Excel
- Team Management
- Upskilling
- Experience working in milestone and deadline driven environment
Languages
- Hindi
- English
Timeline
PMO Specialist – Deputy Manager
WNS
11.2023 - Current
PMO - Associate Manager
HCL Technologies
06.2019 - 11.2023
Senior Analyst
In3Corp
01.2015 - 05.2019
Customer Relationship Manager - Senior Executive
SAHARA INDIA PARIWAR
01.2012 - 01.2015
Bachelors in Commerce -
Lucknow University
Higher Secondary School Certificate -
The Lucknow Public Collegiate ICSE Board
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