Job Search Status
Open to workDesired start date: Immediately
Open To Work
GEETA RAWAT
Work Preference
Summary
Result-oriented Leader with nearly 10 years of experience in operational excellence and team management. Proven track record in Customer Success strategies, managing internal/external escalations, and conducting Root Cause Analysis (RCA). Adept at leading cross-functional collaborations, driving Business Reviews (MBR/QBR), and maintaining high compliance standards in fast-paced enterprise environments.
Overview
10
10
years of professional experience
Work History
Assistant Manager Quality
Wipro Pvt. Ltd. (Client-Google)
12.2021 - 11.2025
- Leadership & Strategy: Manage a group of specialists to ensure compliance and high-quality standards in service delivery.
- Performance Monitoring: Conduct data analysis to develop conclusions on team performance and risk tolerance.
- Escalation Management: Effectively manage external/internal escalations by conducting Root Cause Analysis (RCA) and implementing mitigation plans.
- Business Reviews: Create and present Monthly and Quarterly Business Reviews (MBR/QBR) to Senior Leadership, detailing process performance and gaps.
- Stakeholder Engagement: Work closely with accounts in the portfolio, managing expectations through active listening and tailored business recommendations.
- Process Governance: Maintain and update SOPs for process amendments, ensuring all documentation reflects current regulatory and company policies.
Senior Executive HR Ops
Wipro Pvt. Ltd. (Client-Google)
04.2020 - 11.2021
- Hiring & Onboarding: Supported the onboarding of new hires by upskilling HR coordinators and auditing initial cases for quality assurance.
- Process Improvement: Identified team operation gaps and proposed actionable SOP improvements, serving as the primary Point of Contact (POC) for updates.
- Reporting: Generated daily reports on team utilization, time-tracking, and experience scores to identify Areas of Improvement (AOI).
- Issue Resolution: Resolved complex inquiries regarding leaves and benefits, reducing re-open rates through thorough RCA.
Account Manager (Debt collector)
Midland Credit Management (Encore Capital Group)
12.2017 - 03.2020
- Portfolio Management: Managed high-volume customer accounts, developing resolution plans to ensure timely recovery of overdue payments.
- Team Training: Provided guidance and best-practice training to junior team members to improve collection efficiency.
- Compliance: Documented all client interactions with high integrity, ensuring adherence to legal and established procedures.
PROCESS ASSOCIATE
GENPACT (GE Healthcare)
06.2016 - 10.2017
- Account Management: Tracked outstanding invoices and analyzed payment trends to resolve discrepancies promptly.
- Communication: Facilitated timely payment installments through effective written and verbal communication with US-based clients.
Education
BACHELOR'S DEGREE OF COMMERCE - Lucknow
AWADH GIRLS' Degree College
Lucknow01-2015
Intermediate with Commerce Stream - Lucknow
Army Public School
Lucknow01-2012
Xth - Lucknow
Army Public School
Lucknow01-2010
Skills
- Quality improvement strategies
- Risk assessment and analysis
- Customer relationship management
- Vendor management
- Stakeholder communication strategies
- Data analysis tools
- Ticketing and case management
- SaaS support
- Windows OS and Office Suite
- Salesforce and Google workspace
- Task execution efficiency
- Team collaboration
- Adaptability and initiative
- Independent or collaborative efficiency
- Verbal and written communication
- Cross-level communication
- Presentation creation
- Customer Success
- SaaS support
Languages
- English
- Hindi
Personal Information
Extracurricular Activities
Conducted multiple fun Friday activities online throughout work from home period in Wipro. Participated in Flash mob, cricket tournament and various other fun Friday activities in Genpact.
Awards
- Annual Platinum Awards: Based on demonstrated skills, due diligence, adherence to hygiene standards, successful wave completion with end-to-end deployment responsibility, new SaaS tool implementation, job dedication, and meeting expectations, the recipient was awarded the Annual Award at Wipro.
- Brainiac & Stellar Awards: For outstanding performance in handling complex HR functions and stakeholder queries.
- WIGO Champ & G1 Ratings: Consistently overachieved monthly and quarterly targets at Wipro.
- Spot & Bronze Awards: Recognized for due diligence and excellence at Genpact.
Timeline
Assistant Manager Quality
Wipro Pvt. Ltd. (Client-Google)
12.2021 - 11.2025
Senior Executive HR Ops
Wipro Pvt. Ltd. (Client-Google)
04.2020 - 11.2021
Account Manager (Debt collector)
Midland Credit Management (Encore Capital Group)
12.2017 - 03.2020
PROCESS ASSOCIATE
GENPACT (GE Healthcare)
06.2016 - 10.2017
BACHELOR'S DEGREE OF COMMERCE - Lucknow
AWADH GIRLS' Degree College
Intermediate with Commerce Stream - Lucknow
Army Public School
Xth - Lucknow
Army Public School