Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Timeline
Generic

Infant Stefina S

PMO And Client Management
Chennai

Summary

Innovative, results oriented project management / customer relationship management with over twelve years of experience and a passion for building relationships and exceeding client and management expectations. Proven success in the areas of project management, customer care centers, operations, new product implementations, process re-engineering, and e-business solutions. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with clients.

Overview

13
13
years of professional experience

Work History

Senior Operation Specialist

Accenture
03.2022 - Current
  • Develop and implement strategic plans to optimize operational efficiency and meet organizational goals.
  • Collaborate with senior management to align operational strategies with overall business objectives.
  • Streamline existing processes and workflows to increase operational efficiency.
  • Identify areas for process improvement and implement changes to enhance productivity and reduce costs.
  • Lead and manage a team of operations professionals, providing guidance, coaching, and support.
  • Foster a positive and collaborative team culture to ensure effective communication and high-performance levels.
  • Allocate resources effectively to ensure that operations are adequately staffed and equipped.
  • Implement and oversee quality control measures to ensure products or services meet established standards.
  • Established a data-driven culture within the operations team, utilizing analytics to make informed decisions and drive continuous improvement.
  • Identified and eliminated bottlenecks in workflows, leading to faster turnaround times for key operational tasks.

Deputy Manager

VFS Global | Docswallet
03.2015 - 12.2021
  • Responsible for the successful initiation, planning, design, execution, monitoring, controlling and closure of a project
  • Created reports, analyzed and interpreted data.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Functioned as point of contact for project managers focused on timely and successful completion of full lifecycles of assigned projects.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Coordinated with upper management in executing functional strategies and reporting capabilities.
  • Manage changes to the project scope, project schedule and project costs using appropriate techniques
  • Review operational SOPs, spreadsheets, PowerPoint presentation, report creation, diagrams and process maps to document needs
  • Experience in using relevant tools like Zoho CRM, Power BI
  • Identify, track, manage, and resolve project issues
  • Log all Incident/Service Request details, allocating categorization and prioritization
  • Analyze challenges, problems and process breakdowns to ensure that lessons are learned and improvements are documented and communicated for future project implementation
  • Oversee the preparation of all financial statements, invoices, proposals, etc
  • As required
  • Perform financial reporting and operational metrics tracking
  • Analyze past results, perform variance analysis, identify trends, and make recommendations for improvements
  • Driving the monthly business performance management process with senior management, ensuring accurate and timely delivery of information
  • Responsible for performing the Vendor risk assessment process including the review and scoring of inherent risk questionnaires, initiating and managing the due diligence process with cross functional control group and completing overall risk assessment summaries
  • Establish and maintain contacts at the highest level of decision-making authority with client organizations
  • Maintaining a portfolio of over 250 business clients
  • Manage and prioritize all opportunities to enhance client relationships and accelerate the decision making process that will grow revenue through increased utilization
  • Handle client complaints quickly and efficiently in an accurate fashion
  • Collaborate with the senior management team to develop a strategic and tactical plan to achieve the desired annual revenue targets
  • Work with client sales support, product management and business development to complete requests for proposals/information in a timely, accurate and professional manner.

Senior Program Head

FX Company
08.2013 - 01.2015
  • Organized programs and activities in accordance with the mission and goals of the organization
  • Developed a budget and operating plan for the program
  • Developed an evaluation method to assess program strengths and identify areas for improvement
  • Ensured goals are met in areas including customer satisfaction, safety, quality and team member performance
  • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services
  • Supervise all program and project managers involved to provide feedback and resolve complex problems
  • Apply change, risk and resource management principles when needed
  • Keep senior management informed with detailed and accurate reports or presentations.

Project Manager

Pre Media Global Company
06.2012 - 04.2013
  • Manage the day-to-day project activities and resources and chairs the project management team meetings
  • Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership
  • Demonstrate a functional acumen to support how solutions will address client goals while maintaining alignment with industry best practices
  • Act as an internal quality control check for the project
  • Ensure that projects and programs are proceeding according to scope, schedule, budget and quality standards
  • Proven success in providing on site leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.

Team Lead

Indigo Airlines
10.2010 - 01.2012
  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Perform the tasks of developing innovative ideas in areas of profitability, Service Improvement and sales activities
  • Knowledgeable and experienced in airline operations
  • Possess a strong combination of training and experience in the industry
  • Handled the inbound call, resolving the passenger’s queries, taken the Escalation calls & Refunding the amount back to the Credit Cards and Mentoring a Team
  • Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines and requirements, ensuring efficiency and economy
  • Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.

Education

B.Sc. Visual Communication -

Loyola College, Chennai

Skills

Cross Functional Supervisionundefined

Additional Information

I sincerely proclaim that all the furnished information is true to the best of my knowledge and belief.




Personal Information

  • Passport Number: R4748495
  • Date of Birth: 10/02/89
  • Nationality: Indian

Timeline

Senior Operation Specialist

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 Airlines
10.2010 - 01.2012

B.Sc. Visual Communication -

Loyola College, Chennai

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