Power BI
Payal Sharma
Bangalore
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
Work History
Operations Manager
Accenture Services Pvt.Ltd
09.2018 - Current
- Coordinated project planning and execution with team members and team leads.
- Coordinated design meetings and decisions with internal departments and teams.
- Reviewed new opportunities to drive business strategy at planning sessions.
- Providing real time feedback to 60 team members aligned regarding their performance. Mentor and guide team members ensuring that all are trained on product knowledge and can perform assigned duties.
- Established process changes by working with stakeholders and implement same by training team members. Hosting calls with stakeholders for process improvement and quality improvement.
- Provide ad hoc analysis, reports, and support as required and ensure that project adhere to governance processes.
Customer Service Escalation Specialist
ANZ Banking
07.2012 - 08.2018
- Educated customers about Mortgage, payment processing and support policies and procedures.
- Handling Escalation team which comprises of production lead, Senior analysts. Educate Customers about KYC norms. Completing customers request for Loan approvals, analyzing security documents and preparing Settlement instruction as per Loan request for up streams.
- Handling Escalation team to meet SLAs as per business requirement.
- Established strong stake holder connects, Received multiple appreciation email from-stakeholders, Mobile Lenders, Brokers, and other channels of business.
- Quality check for ramp up staff to ensure certification on role.
- Kudos Winner for multiple months for handling last minute escalation.
- Bu-plus certified to attend to hunt line calls from customers and stakeholders - Global Certification
Education
Bachelor of Business Management -
Acharya Institutes
Bengaluru, India04-2012
Post Graduate Diploma And Business Administration - Banking And Finance
Symbiosis Centre For Distance Learning
Pune, India08-2018
Skills
- Research and trend analysis
- Vendor management
- Planning optimization
- Staff management
- Customer empathy
- KPI tracking
- Progress monitoring
- End to end feature delivery
- Stakeholder management
Accomplishments
- Collaborated with team of 18 in the development of End to End Mortgage
- Documented and resolved client expected SLAs which led to contract renewal
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 60 members.
Software
CRM - CSIA
MIcrosoft Office
Workday Management
Timeline
Operations Manager
Accenture Services Pvt.Ltd
09.2018 - Current
Customer Service Escalation Specialist
ANZ Banking
07.2012 - 08.2018
Bachelor of Business Management -
Acharya Institutes
Post Graduate Diploma And Business Administration - Banking And Finance
Symbiosis Centre For Distance Learning
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