Nayana Pulishetty

• Manage multiple large projects across multiple GEO's
• Collaborate with cross-functional teams, CSM, CS Sponsor, Service executives to understand project and resource requirements
• Project Administration:
• Handle administrative work related to project documentation, tracking, and reporting, ensuring smooth operation of project activities.
• Project timeline management:
• Oversee and track project timelines to ensure milestones and deadlines are met, and provide updates to stakeholders on project progress.
• Resource scheduling and allocation:
• Create resource plans for the new projects and collaborate with Resource management team for resource allocation based on the Skillset
• Timesheet Management:
• Approve timesheets submitted by project team members to ensure proper tracking of time spent on various tasks and projects.
• Advisory session Management:
• Manage and monitor Advisory Session requests to ensure they are appropriately staffed and resources are available as needed.
• My role is to ensure the efficient management of resources, project timelines, and administrative functions to support successful project execution.

Achievements:

• Successfully provided the process training to the New hires.
• Created FAQs for Orca when launched newly last year Oct, the main platform which we work on deliver the projects. These FAQs are now being used in Orca product documentation.
• Evaluated New hires performance and conveyed constructive feedback to improve the process knowledge.

Other Tasks:

• Core team member of IndoorSports tournament in IDC - Annual event contributing to Employee Engagement.
• Coordinator for HYSEA Inter-Corporate sports competition
• IDC Book Club member
• Collaborate with Operations Manager and WPS team as and when needed basis supporting various events/activities.
• Part of Bring Your Kids to Work - Annual event.

• Lead multiple projects of small, medium, and large scale.
• Hands on experience on Agile Framework/methodology.
• Attend Scrum calls/standup, planning etc.
• Gathering the requirement from the stakeholders and prepare high-level integration documents/reports by coordinating with the client and internal teams.
• Monitor the progress and deliverables across multiple projects, adjusting priorities and resource allocation as necessary and meeting the deadlines and performance goals.
• Assist project & program managers to track and monitor progress, provide and disseminate cost and schedule information, capture metrics, conduct research/analysis, and day to day administrative tasks.
• Estimate time and cost required to complete each project request, manage internal client expectations, negotiating deadlines when necessary.
• Act as a Point of Contact (POC) for the team in process issues and as a Mentor for new trainees.
• Prepare a checklist for each project to avoid any client Confidential Information (CI) disclosure.
• Build relationships with internal clients in all functions at all levels — regionally and/or nationally — and ensure effective delivery of services.
• Work closely with other Creative Services Coordinators and Graphic Designers to share leading practices and implement new procedures, technology, and services.

• Prepare training material as per the guidelines/SLA and provide training for New hires.
• Investigation of credit card charge disputes to reduce bad debt for company while preserving customer experience and create reports for same.
• Manage service level agreement (SLA) targets and shift constraints and continuously improve daily workflow with good quality metrics.
• Maintain confidentiality of all information obtained during the investigations process. We use combination of manual and automated tools to obtain information.
• Review, research, and initiate resolution of dispute inquiries from cardholders, financial institutions, merchants, and internal departments in compliance to SOPs, banks, and payment.
• Ensure effectiveness of business continuity plan and disaster recovery plan through process design, testing and implementation (By starting pilot teams for testing new ideas).
• Responsible to implement control methods to mitigate loss and improve recovery rate of fraud and service chargebacks by providing supporting information to banks and help genuine customers from potential fraud risks.
• Managed team of 15 employees, overseeing hiring, training, and professional growth of employees