Darwin
Pooja Mangal
Manager
Hyderabad
Summary
Managerial professional with 12+ years of proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs. Seeking a role to leverage my expertise in Operations and AML services.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Manager
KFin Technologies Limited
08.2023 - Current
- Responsible for leading business development efforts, driving revenue growth, and managing a team of AML professionals
- Managed a team of AML professionals responsible for delivering AML solutions within the financial technology sector
- Maintained a strong client retention rate through exceptional support and service initiatives, exceeding industry standards
- Conceptualized and implemented innovative strategies to highlight the unique features of InPro, the company's flagship AML product
- Monitored market trends and competitor activities to identify areas of potential opportunity
- Engaged in product training and demonstrations to raise client retention and revenues
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Positioned InPro as a leading AML product in the market, leveraging advanced technologies to enhance product capabilities and meet evolving customer needs
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
Product Support Specialist
Amazon Development Centre
02.2022 - 08.2023
- Responsible for ensuring the successful product launch and providing ongoing support for the Reward Center as a Product Support Specialist at Amazon Development Centre from February 2022 to August 2023
- Led a team of 10-15 product specialists in ensuring the successful launch and ongoing support of the Reward Center product
- Managed a high volume of support tickets, consistently meeting prompt resolution time expectations
- Identified areas for improvement in existing support processes, implemented changes, and optimized workflows, enhancing the overall efficiency of the support team
- Improved customer satisfaction by providing timely and accurate product support
- Mentored new Product Support Specialists, fostering a positive and growth-oriented work environment
- Monitored key performance indicators, generated comprehensive reports to track support team performance and customer satisfaction levels, and provided actionable insights for continuous improvement
- Researched and identified solutions to technical problems, contributing to the enhancement of the Reward Center product
- Generated reports to track performance and analyze trends
- Enhanced customer satisfaction by providing timely and accurate product support
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products
- Mentored new Product Support Analysts, fostering a positive work environment that encouraged professional growth
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes
- Improved the overall efficiency of the support team with streamlined processes and clear communication
- Implemented efficient tracking systems for monitoring open cases, leading to improved case management practices across the team
- Enhanced product knowledge across team by leading regular training sessions
- Created user accounts and assigned permissions
Solution Delivery Analyst
Wipro Limited
08.2014 - 12.2021
- Responsible for ensuring the seamless operation and support of US healthcare information systems, managing client relationships, resolving technical issues, and developing training programs to enhance team proficiency as a Solution Delivery Analyst at Wipro from August 2014 to December 2021
- Ensured the seamless operation and support of US healthcare information systems, managing client relationships and resolving technical issues
- Managed relationships with high-profile clients, including Starbucks, Meijer, and Dominion Energy, ensuring smooth project delivery and high levels of client satisfaction
- Proactively identified and resolved technical issues, minimizing system downtime, and optimizing user experience within a healthcare information systems environment
- Developed and delivered comprehensive training programs for Business Analysts (BAs), resulting in increased team proficiency and a significant reduction in support requests
- Utilized data-driven analytics to identify areas of improvement and optimize performance across projects
- Mentored Business Analysts, fostering a collaborative team environment focused on continuous learning and growth
- Conducted regular stakeholder meetings to review progress updates, address concerns, and adjust project plans as needed, ensuring alignment with client needs and expectations
- Achievements: Maintained a consistent system uptime of 99.8%, ensuring uninterrupted access to critical healthcare information systems for all stakeholders
- Reduced support requests by 15% through the development and implementation of targeted training programs for BAs
- Designed user-friendly training materials to facilitate smooth adoption of new technologies by endures
- Evaluated the success of completed projects through post-implementation reviews, identifying lessons learned and opportunities for ongoing improvement
- Implemented agile methodologies to increase flexibility and adaptability across projects, ensuring timely delivery even amidst changing requirements
Senior Associate
Johnkeells BPO Private
04.2012 - 07.2014
- Responsible for ensuring compliance with industry regulations as a Senior Associate at Johnkeells BPO Private from April 2012 to July 2014
- Conducted thorough audits to identify and address areas for product quality improvement
- Maintained a strong understanding of industry regulations and ensured company compliance through regular audits, contributing to a culture of compliance and risk management
- Educated and oriented employees on quality control protocols, improving adherence to quality standards and best practices
- Achievements: Improved overall customer satisfaction by ensuring that all products met established quality standards
Education
BBA - Business Administration
Hans Raj Mahila Maha Vidyalaya
Jalandhar, India01-2010
Skills
AML KYC
undefinedAccomplishments
- Awarded Employee of the Month.
- Recognized as Best Team Player.
Software
TBA
Advance Table Edition
MySQL
Workbench
Tableau
InPro (AML screening software)
Reward Center
MS Office
Timeline
Manager
KFin Technologies Limited
08.2023 - Current
Product Support Specialist
Amazon Development Centre
02.2022 - 08.2023
Solution Delivery Analyst
Wipro Limited
08.2014 - 12.2021
Senior Associate
Johnkeells BPO Private
04.2012 - 07.2014
BBA - Business Administration
Hans Raj Mahila Maha Vidyalaya
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