Heena Saraf
Pune,Maharashtra
Summary
Strategic Project Manager with Expertise in Leadership, Subject Matter Expertise, Team Training, MIS, KYC, and Cash Management Services
Overview
11
11
years of professional experience
Work History
Customer Service Analyst
ADP
Pune
11.2021 - Current
- Oversaw project management of 200+ connection projects across diverse implementation stages, demonstrating adaptability and organizational prowess
- Implemented real-time updates and transparency on project progress using corporate tools, resulting in a 30% improvement in stakeholder communication
- Served as a Carrier Connection Implementation Specialist, consistently delivering high-quality results by leveraging seasoned project management skills
- Ensured successful project delivery and effective stakeholder management, leading to a client satisfaction rate increase of 45%
- Collaborated with teams to create and implement a detailed project timeline, reducing project completion times by 40%
- Aligned tasks effectively, leading to a 70% improvement in task completion efficiency.
Lead Associate Ops. | Process Trainer
WNS Global Pvt. Ltd
Pune
03.2018 - 11.2021
- Led a team of 30 employees to achieve operational excellence through process improvements, resulting in a 15% increase in overall team efficiency
- Successfully implemented automated processes, improving project efficiency by 25% and reducing operational costs by 15%
- Conducted cross-skill trainings, contributing to a 20% increase in team productivity.
Senior Analyst
Tata Consultancy Services Ltd
Pune
10.2015 - 12.2017
- Improved client satisfaction by addressing escalations and queries, contributing to a 15% decrease in resolution time
- Implementing standardized risk data across multiple systems
- Enhanced audit efficiency through the generation and execution of daily audit reports, reducing potential risks by 25%
- Handled escalations and client queries, achieving a 95% resolution rate within agreed-upon timelines.
Senior Officer
ICICI Bank Ltd
Pune
08.2013 - 09.2015
- Managed cash operations, including handling, reconciliation, and reporting, resulting in a 20% improvement in cash processing efficiency
- Conducted thorough risk assessments by analyzing customer data, identifying red flags, and implementing corrective measures, leading to a 15% reduction in financial risks.
Education
Post Graduate Diploma in Banking and Financial Management -
Narsee Monjee, NMIMS
01.2021
Bachelor of Commerce -
Savitribai Phule Pune University
01.2013
Skills
- Project Management
- Resource Allocation
- Cross-Skill Training
- Client Experience Optimization
- Process Improvement
- Stakeholder Communication
- Team Leadership and Collaboration
Accomplishments
- Global Implementation Specialist 2022 - Recognized as the Global Implementation Specialist of the Year across all ADP locations, showcasing exceptional expertise and contributions to implementations
- WNS Certified Trainer 2021 - Achieved the WNS Certified Trainer designation, demonstrating advanced knowledge and skills in training and development
- Onsite Travel 2019 - Secured the opportunity for Onsite Travel through the Employee Exchange Program, representing the organization and contributing to cross-cultural collaboration and professional growth
Timeline
Customer Service Analyst
ADP
11.2021 - Current
Lead Associate Ops. | Process Trainer
WNS Global Pvt. Ltd
03.2018 - 11.2021
Senior Analyst
Tata Consultancy Services Ltd
10.2015 - 12.2017
Senior Officer
ICICI Bank Ltd
08.2013 - 09.2015
Post Graduate Diploma in Banking and Financial Management -
Narsee Monjee, NMIMS
Bachelor of Commerce -
Savitribai Phule Pune University
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