Pallavi Veereshwar
Data Analytics, Program Management & Knowledge Management
Bangalore,Karnataka
Summary
Experienced Program Manager skilled in KCS V6 Fundamentals & Practices, Salesforce Reporting & Dashboards, Coveo & Tableau Analytics and Change Management Tactics. Advanced understanding of Organizational Strategies, Project management, Project execution, Program management, Risk management and Knowledge Management.
Profecient in Data Analysis, Data mining, Analytics, Implementation of Programs to region/department, Identify knowledge gap, Identify process improvements based on trends, Administer multiple projects, Customer Lifecycle, Customer Experience and Training all tier level employees. Defined by Good Temperence, Proactive, Persuasive, Autonomous, Creative nature at the workplace.
Overview
9
9
years of professional experience
18
18
years of post-secondary education
1
1
Language
Work History
APAC KCS Program Manager
SAP Concur
Bangalore
09.2018 - 04.2023
- Passionate about knowledge management, enabling customer self-service, and use knowledge to solve problems. Primary contact for all employees practicing KCS in that office.
- Assist local teams in the practice of KCS, including adopting process changes and enhancements, as well as serving as contact person for employees in the office so that they may suggest changes or raise concerns.
- Ensure that managers, supervisors, and employees in the office have access to KCS-related metrics. Responsible to assist the broader Knowledge Team with monitoring the health of our Salesforce Knowledge Base, including identifying gaps or errors in the knowledge base.
- Work closely with various internal stakeholders across teams to enhance the company’s overall knowledge environment, collaborate on cross-departmental content strategies, and help realize content best practices for the benefit of the user base. Execute tasks related to various projects having to do with the growth of KCS
- Enable and strengthen the integration of SAP Concur support organizations into the content creation and maintenance practices that are part of KCS
- Develop and deploy the tools and processes behind the maintenance, development, and distribution of knowledge content
- Identify, edit, and publish knowledge base articles, both internal and customer-facing, quickly, with complete metadata, and in accordance with corporate guidelines and customer or analyst demand
- Regularly review the Knowledge Base for accessibility, accuracy, completeness, relevancy, and ease of use, and prune knowledge that is not being used
- Provide KCS coaching to coaches, analysts, supervisors, and managers as needed
- Assess samples of articles against content standards and proper spelling, grammar, and tone, reporting results to coaches and analysts
- Attend, and lead if needed, weekly local meetings of coaches as well as periodic meetings for all coaches worldwide
- Own the marketing of KCS, including any process improvements such as intelligent swarming, within your office, and collaborate on marketing and communication efforts globally
- Maintain contact with Director of Knowledge management & Content strategy, the other Knowledge Team members, and other KCS stakeholders to confirm requirements and/or level of satisfaction with progress and performance
- Constantly work to improve Knowledge Base content based on user data and respond to global user Feedback
- Lead trend analysts on Knowledge Base content to identify candidates for investment or curation by Subject matter experts
- Assist in the management of SAP Concur’ s internal “Subject Matter Expert (SME) Network,” identify Candidates for Knowledge Base articles and create them as needed
- Assist in the reviewing of internal-facing knowledge stores such as the SAPConcur Wiki and JAM
- Collaboration groups to identify duplicative or out-of-date content, working with other members of the Knowledge team and/or the creators of that content to consolidate or remove as appropriate
- Produce detailed reports and notifications as appropriate
- Spot-check Knowledge Base Articles and make minor corrections to spelling or grammar as needed
- Work with the business to maximize utilization and value of new processes and tools related to KCS or Knowledge management
- Leverage business knowledge and expertise to drive KCS and other knowledge-related process Improvements
- Handle ongoing ownership and oversight of projects that need cultivation and attention to run optimally.
Expense Support Analyst
SAP Concur
Bangalore
05.2017 - 09.2018
- Work directly with customers by Troubleshooting issues with Product fluency
- Assimilate new information and accurately convey instructions and ideas through different channels
- Always puts the customer first, practice empathy, attempt to prioritize the impact of an issue appropriately, and may change the approach to meet the needs of the customer in the moment
- Listen for the purpose of fully understanding the facts, intentions, emotions involved
- Pay attention to the verbal and non-verbal signals from a client and intervene in a professional manner and provide solutions when appropriate
- Maintain a professional demeanor even under pressure and is able to provide excellent customer service under adverse conditions
- Appropriately prioritize urgent cases based on the nature of the case, case priority, account type and/or escalation
- Act as a new hire’s technical mentor, Knowledge Share
- Engage frequently with KCS behaviors such as: linking articles, modifying and/or creating articles, requesting translation when needed
- Consistently promote the use of knowledge articles with customers
- Demonstrate a growth mindset
- Find learning opportunities in daily tasks by staying curious and open to new experiences
- Maintain self-discipline, respect punctuality, ensure appropriate coverage, communicate clearly and responsible in relation to meetings/cases
- When receiving constructive feedback, demonstrate the capacity to empathize, hear, consider, and when appropriate – change behavior accordingly
- Possess a self-awareness of personal strengths and growth areas
- Likewise, is aware of their communication style and its strengths and weaknesses, particularly when interacting with others
Technical Solution Rep II
Hewlett-Packard Enterprise, Royal Dutch Shell
Bangalore
09.2014 - 05.2017
- Consultant for IT Solutions for UAM and first level support teams
- Perform Root Cause Analyses (RCAs) on critical escalations and downtimes
- End to End Management of User account data on Active Directory using Shell scripts
- Discussion of SLA/ageing/escalation reports with the clients
- Have worked with service tools like DWNG & HP Service Manager 9 tools
- Assign work orders / incidents to appropriate support teams and follow up until closure
- Achieved consistent #1 ranking in monthly metrics
- Adaptive with the proven ability to hit the ground running to deliver results quickly. Team player with a reputation for providing excellent user
- Possess good interpersonal skills with high patience, that been put to use in coordinating with teams
- Coordinating and helping other junior and senior team members in maintaining Quality up to standard and make sure never misses Service Level Agreements(SLA)
- Received multiple awards for resolving executive level critical escalations. Effective communication skills, Self-starter, flexible and adaptable
- Highly believe in service principles and respect the corporate integrity. Have a decent work ethic and Determined to Succeed.
- As Training Aspirant, mentored new hires, resulting in stronger staff development and increased productivity.
Education
B.E - Electronics and Communication
Shirdi Sai Engineering College
Bangalore 01.2010 - 04.2014
ICSE -
St. Mira’s high school
Bangalore 01.1997 - 04.2008
Pre- University - PCMB
The National College
Bangalore 01.2008 - 04.2010
Skills
Program leadership
Project Management
Change Management
Data analysis
Customer Experience
Customer Engagement
KCS
Coveo
Tableau
Timeline
APAC KCS Program Manager
SAP Concur
09.2018 - 04.2023
Expense Support Analyst
SAP Concur
05.2017 - 09.2018
Technical Solution Rep II
Hewlett-Packard Enterprise, Royal Dutch Shell
09.2014 - 05.2017
B.E - Electronics and Communication
Shirdi Sai Engineering College
01.2010 - 04.2014
Pre- University - PCMB
The National College
01.2008 - 04.2010
ICSE -
St. Mira’s high school
01.1997 - 04.2008