Namrata Dighe
Thane
Summary
Seeking a challenging position to utilize my skills for professional and organizational growth
- 15 plus years in Operations, Customer Service, CRM, and Client Servicing. - Currently a Business Process Lead (PMO Lead). -MBA (Finance Management) from Mumbai University (2015-2017). - Strong logical reasoning and systematic approach. - Expertise in maintaining high customer service standards. - Skilled in back-office management and customer satisfaction. - Excellent communication and teamwork abilities. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Process Lead/PMO Lead
Tata Consultancy Services
Mumbai
04.2014 - 08.2024
- Horizontal PMO: Managing 50 Accounts Revenue data and Gross Margin
- Recruitment: Hiring processes, Contract Management, Contract Review, Obligation/Risk Review, SOW (Statement of Work), Legal Vetting, Contract Management System (CMS) operations
- Project Cost Management (PCM): Billing & Invoicing, WON Creation, Project ID creation, raising RGS, allocations, cost budget management, Managing billing milestones, PCM revenue, manpower cost, non-manpower cost, Pure Turnkey billing, T&M Billing, and Services/Non-Services Billing.
- Reports: IOU Revenue report, P&L, WON wise validation report, employee master (senior/junior ratio), cost report, billing milestone report, account SOW trackers, purchase order tracker.
- Vendor Management: GPS creation & tracking for vendor invoices, AMC & BMC billing & invoicing, purchase order tracking.
- Centralized PMO for Development Team & Service Assurance team projects, handling end-to-end monthly billing of milestones, resource allocations, and new allocations/recruitments.
- Managed entire account SOWs, maintained records of purchase orders for services and non-services projects.
- Coordinated with project managers for requirements, prepared MIS reports, managed resource allocation, and ensured cross-training to meet service levels documentation.
- Worked on non-services projects like AMCs and BMC, billed them as per renewal dates, and followed up for vendor payments.
- Prepared revenue reports on a weekly and monthly basis, discussed revenue targets with project managers, and planned for quarterly revenue targets.
- Identified and enhanced processes and procedures for overall performance improvement.
- Planned and scheduled regular team and manager meetings to discuss quarterly revenue targets.
Senior Process Associate / HR Executive
TAG - Talent Acquisition Group
Thane
04.2012 - 04.2014
- Handled recruitment-related queries from freshers and experienced professionals via calls and emails.
- Assisted in recruitment mega drives for experienced professionals across India.
- Worked in the Corporate HIS (Health Insurance Scheme) team in the Welfare Department, assisting TCS employees with HIS-related queries.
Senior Process Associate
DHL
Mumbai
07.2009 - 04.2012
- Managed online data processing, quality control, and shipment transaction updates.
- Led a team of 5, ensuring consistent performance and training.
- Handled customer management and improved services based on feedback.
- Developed prospective clients and secured repeat business.
Education
PGDFM - Finance Management
Mumbai University
Mumbai01.2017
Bachelor of Commerce -
N G & Joshi Bedekar College of Commerce and Arts
Mumbai01.2008
Higher Secondary -
N G & Joshi Bedekar College of Commerce and Arts
Mumbai01.2005
Senior Secondary -
SVPT Saraswati Vidyalaya Rabodi
Thane01.2003
Skills
- Strong logical reasoning and systematic approach
- Project management
- Contract management
- Vendor management
- Resource allocation
- Expertise in maintaining high customer service standards
- Skilled in back-office management and customer satisfaction
- Excellent communication and teamwork abilities
- Team leadership
- Time management
- Stakeholder engagement
- Communication skills
- Process improvement
- Stakeholder management
Certification
- German Language Course, A1, A2 & B1, Max Mueller Bhavan, Mumbai, Maharashtra, 01/01/06
- ISTQB Foundation, 01/01/21
- Foundation Level Agile Tester, 01/01/21
Training
- Software Testing Training on UAT
- User Acceptance Training
- PMP Training
Languages
- English
- German
- Marathi
- Hindi
Languages
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
German
Intermediate (B1)
B1
Timeline
Business Process Lead/PMO Lead
Tata Consultancy Services
04.2014 - 08.2024
Senior Process Associate / HR Executive
TAG - Talent Acquisition Group
04.2012 - 04.2014
Senior Process Associate
DHL
07.2009 - 04.2012
PGDFM - Finance Management
Mumbai University
Bachelor of Commerce -
N G & Joshi Bedekar College of Commerce and Arts
Higher Secondary -
N G & Joshi Bedekar College of Commerce and Arts
Senior Secondary -
SVPT Saraswati Vidyalaya Rabodi
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