Summary
Overview
Work History
Skills
Websites
Certification
Timeline
Generic

Poonam Chachar

Team Leader
Pune

Summary

Motivational Team Leader skilled in designing and following production schedules. Offers proven history of maximizing team productivity to meet targets. Dedicated to employee safety and proactive assignment, schedule and personnel management.

Overview

11
11
years of professional experience
4
4
Certification

Work History

Team Lead - Google Cloud

Cognizant
Pune
03.2023 - Current
  • Interacts with Client
  • Provides project updates and maintains performance metrics
  • Create/collate periodic reports for client report meetings
  • Reviews internal reports, needs to see customization as per client and corporate demands, ensure integrity and quality of data presented to client
  • Identifies avenues of improvement in the team, emphasizes utilization and productivity, engages and motivates the team for better retention and learning
  • Regular coaching and mentoring of team members
  • Gives more Analytical Thinking to the work done and work in progress, keeps Quality benchmarks and shares expectations
  • Ensure process deliverables are met
  • Handle escalations from clients
  • Identify and assess service improvement opportunities
  • Contribute to process improvement initiatives
  • Perform quality checks/audits to ensure data integrity, error-free processing & identification of risks
  • Identify and report process changes
  • Adhere to the mandatory industry regulation and compliance requirements for the given process
  • Perform Audit, Foresee Risk and institutionalize necessary controls
  • Manages a multi-million dollar budget, swag inventories, future swag design offerings, global fulfillment, program processes, and maintains Client fulfillment relationships
  • Data Management
  • Clinical Data Management
  • Clinical operations
  • Datascience Infrastructure and Repository Consultation.

Account Management

Ziff Davis
India
06.2019 - 03.2021
  • Establishes productive, professional relationships with key personnel in assigned customer accounts
  • Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers' expectations
  • Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts
  • Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis
  • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
  • Resolving key client issues and complaints
  • Strategic planning to improve client results
  • Working with sales team, managers, and team members from other departments dedicated to the same client account to ensure the highest quality of materials are being produced and all client needs met
  • Collaborating with the sales team to maximize profit by up-selling or cross-selling
  • Analyzing client data to provide customer relationship management.

Senior Quality Analyst

Vsynergize Cloud Solution
Pune Area
08.2017 - 03.2018
  • Performs call monitoring and provides trend data to site management team
  • Analyzing performance against standard parameters
  • Design call monitoring formats and quality standards
  • Providing feedback to Agents
  • Managing & motivating the team to improve the quality in process
  • Maintaining dashboard & Quality reports to be sent out to the Reporting Manager
  • Participating in customer and client listening programs to identify customer needs and expectations
  • Providing actionable data to various internal support groups as needed
  • To use quality monitoring data management system to compile and track performance at the individual level.

Quality Analyst

Salesify, Inc.
Pune Area
10.2014 - 08.2017
  • Responsible for Quality check telephonic research and data collection in various geographies globally
  • Working on different campaigns (Events, CDQA, AMT, Data, Appends, and Profiling) as per the updates
  • Quality checks the leads generated by Research Analyst as per project specifications, key deliverable & campaign requirements
  • Collected, Analyzed, Interpreted and Verified information from a variety of sources (Search engines) for inclusion in a number of database formats and compile information in various database formats
  • Flash the Quality reports after work completion
  • Flag to the Research Analyst for incorrect data & information
  • Maintained all the quality checks data as per Quality department
  • Also be a part for work allocation within the QA's.

Quality Specialist

Tata Business Support Services Limited
Pune Area
05.2014 - 10.2014
  • Auditing & Coaching, Process correction and close-looping from audited data
  • Publish dashboards, identify & analyze process hygiene indicators
  • Interacting and Sharing updates with advisors, sends reports, SOPs, manuals to all relevant stakeholders, participates in calls
  • Acting as an interface between Quality team and operations to drive process hygiene and facilitate continuous improvement.

Customer Service Representative

Tata Business Support Services Limited
Pune Area
06.2013 - 05.2014
  • Answer calls professionally to provide information about products and services, take/cancel orders, or obtain details of complaints
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Refer unresolved customer grievances or special requests to designated departments for further investigation.

Skills

  • Time Management
  • Schedule Management
  • Trend tracking
  • Operations Management
  • Problem Solving
  • Microsoft Excel
  • Performance monitoring
  • Quality Control

Certification

  • Associate Cloud Engineer
  • Introduction to Generative AI
  • Professional Cloud Architect
  • Digital Transformation with Google Cloud

Timeline

Team Lead - Google Cloud

Cognizant
03.2023 - Current

Account Management

Ziff Davis
06.2019 - 03.2021

Senior Quality Analyst

Vsynergize Cloud Solution
08.2017 - 03.2018

Quality Analyst

Salesify, Inc.
10.2014 - 08.2017

Quality Specialist

Tata Business Support Services Limited
05.2014 - 10.2014

Customer Service Representative

Tata Business Support Services Limited
06.2013 - 05.2014

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Poonam ChacharTeam Leader