Hi, I’m
Priya Sadhwani
Operations Manager
Mumbai,MH
Summary
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity. Well organized, attentive to detail, and vigilant in achieving safety and environmental impact reduction objectives.
Overview
14
years of professional experience
Work History
Concentrix Pvt Ltd
Operations Manager
03.2024 - Current
Job overview
- Ensure business compliance with legal protocols
- Strategic planning, Quality Assurance, Day-to-day operations
- Staff recruitment and training, Supporting hr initiatives
- Create, implement, and review operational processes
- Leadership and team management, Boosts employee productivity
- Conflict resolution
- Enforcing health and safety procedures
- Monitor planning, budgeting, reporting, and auditing
- Overlooking process and workflow
- Vendor and supplier management
- Analyzing resource management within the company
- Communication, Decision-making, Enhance customer service quality and satisfaction
- [Process : JPMC (US Banking – Customer Service)]
Amdocs DVCI LLP
Technical & Business Operations Manager –Team Lead
06.2022 - 12.2022
Job overview
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the it system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Assist with defining production support procedures and processes based on agreed work-around
- Collaborate with it and business incident managers to share knowledge of people, process, postmortem follow ups, workarounds, and technology.
- Identify and evaluate for each application potential issues that may need remediation and create a plan of action to work with the business and it to remediate
- Create daily/weekly/monthly reporting as required to establish that all required sla's are being met for internal and external clients
- [Process : US incident management]
Hexaware technologies ltd
Team leader
05.2021 - 06.2022
Job overview
- The primary responsibilities include to take care of day to day work allocation to sde’s, interacting with client, attending client calls and other important meetings, conduct weekly and monthly performance reviews, smr, project review, daily team meetings, etc.
- Stakeholder management, client services / interaction, weekly/monthly meetings for sla’s.
- Passing on the process updates to the team members, maintaining weekly reports, daily reports and interacting with the process manager and the team to improve the process.
- To raise, resolve, follow up tickets on service desk/ jira within agreed sla of ticket volume and time
- To adhere to quality standards , sla, regulatory requirements and company policies
- To ensure positive customer experience, To update work logs and follow shift/ escalation process and process compliance, Work on value adding activities such knowledge base update & self-development
- Receive calls, emails and web-tickets for end users and other agency service desks / help desks, and create incident tickets or service request tickets, logging all pertinent information. Monitor.
- Tracking and classifying incoming incidents or service requests, attempting initial solutions.
- Provide initial assessment of categorization and prioritization for reported incidents and service requests and provides initial support, targeting a higher level of first contact resolution.
- Ensures incidents and service requests are properly escalated and assigned to appropriate support groups, Perform hierarchical escalation to service desk management and incident management
- Provide communication to end users concerning the status of incidents, service requests and changes
- Compilation of data through incident entry that will be used for management information and reporting according to sla’s.
- Set clear team goals and kpis, delegate tasks and set project deadlines, Do regular performance evaluation and initiation and running pip’s, discover training needs and provide coaching
- Create a healthy and motivating work environment and atmosphere. Listen to team members’ feedback and resolve any issues or conflicts. Plan and organize team building activities.
- Team size handled – 60 – 90
Shovji technology pvt ltd
Operations manager
01.2019 - 03.2021
Job overview
- Hire and train new call center agents and prepare them to respond to customer questions and complaints or as per projects.
- Prepare call center performance reports by collecting and analyzing call agents’ data.
- Evaluate individual performance reviews and overall team effectiveness with upper management.
- Help agents with challenging customer service issues.
- Monitor team performance and provide tools if necessary.
- Determine call center operational strategies by evaluating team results and objectives.
- Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
- Presents monthly and annual call center action plans and objectives and reports
- Delegate tasks and set project deadlines, Oversee day-to-day teams' operation and performance
- Do regular performance evaluation, Create a healthy and motivating work environment and atmosphere.
- Communicate with teams about their performance
- Monitor team performance and report on metrics, Motivate team members
- Discover training needs and provide coaching, Listen to team members’ feedback and resolve any issues or conflicts, Plan and organize team building activities
- Support and perform management duties.
- Team size handled – 30 – 75
- Client: us / uk campaigns
Entregoid technologies pvt ltd
senior - support executive
09.2017 - 12.2018
Job overview
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their it systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Maintain jovial relationships with clients
- Client: tech support
- Team size handled – 10
BG investo pvt. Ltd.
Floor operations manager
07.2016 - 07.2017
Job overview
- Supervise staff. Hire and train staff to perform allocated roles.
- Manage inventory. Assist floor staff with any queries or requests.
- Administer pay slips to staff and attendance Develop objectives for the call centre’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses . Hire, coach and provide training to floor executives to maintain high customer service standards. Monitor and improve ordering, telephone handling and other procedures. Evaluate performance with key metrics (accuracy, call-waiting time, call quality, etc.)
- Prepare reports for different departments or upper management. Accomplish department objectives by managing staff; planning and evaluating department activities.
- Maintain staff by recruiting, selecting, orienting, and training employees. Ensure a safe, secure, and legal work environment.
- Develop personal growth opportunities. Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results, coach, counsels, and disciplines employees.
- Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
- Establish strategic goals by gathering pertinent business, financial, service, and operations information.
- Define objectives, identify and evaluate trends and options, chooses a course of action, and evaluate outcomes. Accomplish financial objectives by ensuring target achievements.
- Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
- Client: e-commerce
Fidelity information services (fis)
customer service executive
05.2014 - 12.2014
Job overview
- Provide customer support by answering incoming calls related to american express prepaid cards issues like balance, refunds, disputes, new orders, etc.
- Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to proper product support department.
- Process a high volume of consumer inquiries of fis products and services and resolve a targeted percentage of those inquiries. Troubleshoot customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve them.
- Follow up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Track and document inbound support requests and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.
- Meet standards of job, such as quality standards, adherence to schedule and average handle time.
- Provide guidance to less experienced customer service associates when needed.
- Perform other related duties assigned as needed.
- Client: American express – prepaid cards
Forerunners healthcare pvt ltd
International patient coordinator
06.2012 - 02.2014
Job overview
- Answer incoming inquiries of patients through calls and emails.
- Schedule and confirm patients’ appointments; email appointment confirmation letters to all patients.
- Meet and greet patients and their families after arrival in india.
- Perform patient registration and admission functions; verifies demographics and financial data elements in the hospital registration systems. Collect payments and deposits. Work in concert with billing team.
- Notify patients in case of any potential problems relative to deposit requirements or surgeon unavailability. Perform concierge services i.e. Hotel accommodations, arrange for transportation and other related services. Escort patient to appointments, serving as patient advocate and interpreter, when necessary.
- Collect medical record documentation, films and slides for patient, upon discharge from care.
- Interpret and transmit accurately in understandable terms, complex medical information from medical providers to patients, including interpretation and written translation of consent forms, diagnoses, discharge plans and any other type of patient-related information.
- Adhere to customer service standards by demonstrating professionalism, alertness, helpfulness and receptiveness to all patients, visitors and other staff members.
- Perform special projects as assigned by the management such as recruiting new staff, interview follow ups, interviews and providing training to new hired staff.
- Client: medical tourism
Education
RTMNUNagpur
B.com
01.2009
University Overview
LAD college
CBSENagpur
AISSCE
01.2006
University Overview
Bhartiya vidya bhavan
CBSENagpur
AISSE
01.2004
University Overview
Bhartiya vidya bhavan
Skills
CRM Tools
JIRA
Service now
VMware
G-suite
Ms - Excel
Advanced Excel
MS - Office
MS - outlook
Active Listening
Administrative Skills
Client handling / stake holder management
Communication Skills
Adaptability
Critical thinking
Timeline
Operations Manager
Concentrix Pvt Ltd
03.2024 - Current
Technical & Business Operations Manager –Team Lead
Amdocs DVCI LLP
06.2022 - 12.2022
Team leader
Hexaware technologies ltd
05.2021 - 06.2022
Operations manager
Shovji technology pvt ltd
01.2019 - 03.2021
senior - support executive
Entregoid technologies pvt ltd
09.2017 - 12.2018
Floor operations manager
BG investo pvt. Ltd.
07.2016 - 07.2017
customer service executive
Fidelity information services (fis)
05.2014 - 12.2014
International patient coordinator
Forerunners healthcare pvt ltd
06.2012 - 02.2014
CBSE
AISSCE
CBSE
AISSE
RTMNU
B.com
Personal Details
Sex: female Dob: 1988-01-11 Marital status: Married Current city: Mumbai Passport: yes I hereby declare that the contents of my resume are accurate to the best of my knowledge and verify their authenticity. Priya Sadhwani
RESUME HIGHLIGHTS (accountabilities & responsibilities)
- Strategic : Providing necessary technical leadership to a small team of resources. Coordinating with transition team during testing phase of processes. Client handling, Responsible for ensuring QMS documentation is up to date.
- Resource management : Hiring new resources, Engaging in periodic resource estimation/ planning. Analyzing and forecasting attrition (team level) - inform pl/ pm as required. Controlling attrition at team level, Controlling absenteeism & shrinkage. Responsible for resource utilization, Responsible for maintaining and updating team skills matrix.
- Performance management : Conducting daily/weekly production feedback sessions - providing feedback on quality and SLA issues and team targets. Analyzing team performance and identifying training needs. Ensuring process/ refresher training is conducted as required. R&R & Appraisal nominations - providing inputs to pm.
- Employee life cycle : Appraisals - providing feedbacks. Coordinating joining formalities - id/ login creation, etc. For new team members. Ensuring grievances are handled effectively and escalating as required. Responsible for leave planning. Coordinating resignation formalities of team members.
- Production : Ensuring production (de/ prod setup/ bridging/ analysis/ calls/ verification/ qc etc.) Through optimal work allocation and monitoring), Responsible for downloading work (if required) and for dispatching completed jobs to clients and any file conversions. Resolving daily queries and problems of team members, Creating, allocating and tracking work/ jobs using appropriate tools/channels - inform pm/ pl as required. Responsible for daily reporting – MOM, collecting team metrics, etc, Analysis of errors/ issues and creation of root cause analysis documents. Responsible for timely escalation of issues/ problems that require attention of pl/ pm or clients. Responsible for issue tracking and resolution, Ensuring issue resolution, Providing feedback on quality issues, Ensuring continuous improvement of team metrics
- Compliances : Responsible for ensuring QMS compliance of team. Ensuring SLA’s are met. Responsible for ensuring isms compliance of team. Adhering to company policies, rules and regulations. Following quality processes thoroughly - checklists, standards etc. On process. Adhering to work timings, leave schedules