Pratiksha Kandpal

My work here falls into these 3 pillars

1. Customer Experience :

This includes the following tasks

a. Process Experience Audits across verticals(Healthcare, Real Estate).

b. Performing voice of customer.

c. Audits of all Inbound service call made to our Call Center.

d. Mystery Audits.

2. Standardization:

a. Successfully completed the QAI Accreditation for the company. Program managed the whole task from requirement analysis to documentation to facilitating 3 days audit. Became the youngest healthcare organization to become QAI Accredited.

b. Primary Custodian for documenting over more than 100 SOPs and taking care of Document version control.

c. Primary Custodians for writing and maintaining the SOP Portal across all business.

3. Business Excellence

a. Completed Yellow Belt Certification.

b. Ongoing Green Belt Certification.

c. Currently leading 2 Business Improvement Projects- Reducing Attrition and Reducing TAT time for Invoice Processing.

d. End to End initiation and closure of all data points during the Internal Audits for all the 3 sister companies.

Worked in the Business Process Re-engineering Team.
Communicated with the key decision makers for requirement gathering and offered my inputs as well.
Documented a Standard Operating Procedure for branch Onboarding & Offboarding.

During my 2-years stint in TCS, I worked for 2 clients namely Honeywell and NBCUniversal Media.
● I worked on various Business Intelligence and analytical tools to create meaningful deliverables for the clients in an agile project model.
● In Honeywell, as an API engineer, I accelerated and deployed API’s for their home products using APIGEE tool. We also implemented logging framework using Loggly.
● As a Tibco developer, I developed and prepared the show scheduling, advertiser scheduling and billing across various applications in Universal Studios.
● Implemented a process improvement for automating the advertisers billing system and saved $10000.