Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Timeline
Generic

Infant Stefina S

Chennai

Summary

Seasoned Operations Specialist with 14 years of diverse experience in driving operational excellence, managing high-performing teams, and delivering process optimizations across multiple domains. Adept at strategizing and implementing scalable solutions to enhance productivity, reduce costs through automation, and achieve organizational goals. Proven track record in stakeholder management, cross-functional collaboration, and ensuring adherence to compliance standards. Recognized for effective leadership, problem-solving capabilities, and a results-driven approach.

Overview

14
14
years of professional experience

Work History

Senior Specialist Service Management

Accenture
03.2022 - Current
  • Oversee the end-to-end service delivery process, ensuring services meet client expectations and SLAs
  • Identify and implement continuous improvement initiatives to enhance service delivery efficiency and client satisfaction
  • Lead efforts in resolving service incidents, ensuring timely escalation, root cause analysis, and permanent resolution
  • Monitoring account performance, tracking KPIs, and providing regular reports
  • Serve as the primary point of contact for clients, addressing concerns and ensuring prominent levels of customer satisfaction
  • Ensure services are delivered in compliance with regulatory and internal standards, managing risks to mitigate potential service disruptions
  • Created comprehensive reports to identify and assess opportunities for process improvements, which led to a 10% increase in overall performance
  • Implemented process automation that resulted in a 50% increase in efficiency and delivered significant cost savings, contributing to improved overall performance and business outcomes
  • Take ownership of critical service escalations, providing resolution and maintaining client trust and satisfaction
  • Key Projects: Sime Darby Malaysian project, Coles Supermarket Australia, and Microsoft Chat Process, delivering tailored solutions that aligned with client business objectives and drove success

Deputy Manager

VFS Global | Docswallet
03.2015 - 12.2021
  • Led and mentored a team of 15 members, driving performance, fostering collaboration, and achieving departmental goals
  • Contributed to the development and execution of strategic initiatives, ensuring alignment with the company’s long-term vision
  • Managed vendor relationships, negotiated contracts, and ensured service delivery aligned with agreed-upon SLAs
  • Handled a portfolio encompassing more than 250 business clients
  • Worked collaboratively with cross-functional teams to drive project success, align strategies, and achieve organizational objectives
  • Managed key client accounts, ensuring high satisfaction rates and addressing issues promptly to strengthen long-term business relationships

Senior Program Head

FX Company
08.2013 - 01.2015
  • Develop and execute strategic plans, driving program initiatives from inception to completion
  • Oversee resource allocation and budgeting, ensuring optimal use of resources across multiple projects
  • Collaborate with senior leadership to define program goals, deliverables, and milestones
  • Use data-driven insights to make informed decisions and implement program improvements
  • Provide mentorship and guidance to team members, supporting their professional development and performance
  • Coordinated with program managers to create detailed implementation plans, milestones, and risk mitigation protocols
  • Initiated and led process improvements that enhanced program efficiency and reduced operational bottlenecks

Project Manager

Pre Media-Global Company
06.2012 - 04.2013
  • Managed complex pre-media projects from concept to publication, ensuring seamless execution and high-quality delivery for global clients
  • Conducted post-project reviews, generating actionable insights for future improvements and client relationship management
  • Streamlined workflows and introduced innovative solutions that reduced project timelines by 20% and enhanced overall efficiency
  • Built strong, lasting relationships with key clients, leading to repeat business and a 30% increase in client retention
  • Transformed complex data insights into clear, actionable narratives, ensuring findings were easily accessible and understandable for stakeholders at every organizational level

Team Lead

Indigo
10.2010 - 01.2012
  • Efficiently allocate resources, manage workloads, and ensure optimal utilization to achieve team objectives
  • Act as the liaison between the team and clients, ensuring clear communication and satisfaction
  • Navigate team dynamics with ease, resolving conflicts while maintaining a positive, productive atmosphere
  • Encourage and implement new ideas, driving continuous improvement and competitive advantage
  • Analyzed trends in customer inquiries and developed solutions for common issues
  • Stayed current with company products, services, promotions, and pricing plans
  • Developed reports tracking key performance indicators, including response times and resolution rates
  • Minimized process delays, trained employees on product knowledge and sales techniques, and managed staff to optimize productivity
  • Evaluated employee performance and offered continuous feedback and coaching to foster performance improvement

Education

Bachelor of Science - Visual Communication

Loyola College
Chennai
01.2010

Skills

  • Client Management
  • Project Management
  • Zoho CRM
  • Analytical Thinking
  • Lean Six Sigma
  • Risk Assessment and Mitigation
  • Power BI
  • Leadership
  • Cross-Functional Collaboration
  • ServiceNow
  • Problem Solving
  • Strategic Planning
  • Cost analysis and savings
  • Project tracking
  • Best practices implementation

Accomplishments

  • Efficiency Improvement Initiative, Improved operational efficiency by 50% through process automation
  • Project Delivery Optimization, Streamlined project delivery processes, leading to 95% faster completion times and enhanced efficiency across multiple projects
  • Client Satisfaction Success, Led team achieving 95% client satisfaction score in annual survey
  • Compliance and Risk Management, Ensured 100% compliance with industry standards and internal audits, minimizing risks and enhancing operational integrity

Disclaimer

Hereby declare that the information provided is true and accurate to the best of my knowledge and belief.

Timeline

Senior Specialist Service Management

Accenture
03.2022 - Current

Deputy Manager

VFS Global | Docswallet
03.2015 - 12.2021

Senior Program Head

FX Company
08.2013 - 01.2015

Project Manager

Pre Media-Global Company
06.2012 - 04.2013

Team Lead

Indigo
10.2010 - 01.2012

Bachelor of Science - Visual Communication

Loyola College

Similar Profiles

CREATE PROFILE
Infant Stefina S