PRIYANKA POOJARY
PUNE
Summary
Seasoned Senior Process Specialist with expertise in optimizing operational processes, reducing costs and enhancing productivity through innovative strategies. Strong skills in process improvement, project management, cross-functional team leadership, and change management. Demonstrated success in implementing effective solutions that streamline workflow and increase efficiency. Known for improving overall business functionality by refining process inefficiencies and utilizing best industry practices.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Process Specialist
Aptia Group
Pune
03.2024 - 06.2024
- Analyzed existing processes and identified areas for improvement, making recommendations for changes where necessary.
- Performed root cause analysis on process issues, developed corrective action plans, and monitored results.
- Led cross-functional teams in developing strategies for improving operational effectiveness and efficiencies.
- Provided guidance and leadership to team members in the development of effective processes.
- Communicated effectively with all levels of personnel within the organization regarding process initiatives.
- Monitored progress towards defined goals, providing feedback when necessary.
- Created process documentation, including standard operating procedures, work instructions, and flowcharts.
- Resolved customer complaints quickly by identifying root causes of issues and taking appropriate actions.
Senior Specialist
Marsh and McLennan LTD
Pune
09.2022 - 02.2024
- Leading a team of 7 members to carry out client delivery
- Work allocation, Workflow analysis and Resource planning
- Daily/Weekly SLA monitoring and discussion
- Effective/Accurate reporting
- Updating all Documentation requirements for the process
- Ensure optimal Training of Team Members
- Ensure ongoing Client communications and reviews
- Managing client expectations
- Tracking accuracy and productivity of the team
- Providing timely updates to management and onshore counterparts
Senior Associate
Marsh and McLennan LTD
Mumbai
02.2018 - 08.2022
- Ensure adherence to policies and procedures
- Master Service Agreement and SLA's signed off with operations management
- Understanding of the insurance and/or financial Services Sector
- Calculate plan contributions and allocations
- Providing training to new joiners and handling participant queries
- To ensure timely delivery based on the agreed standards on accuracy and productivity
- Dealt with member payments which even includes international/overseas payment
Customer Service Executive
ICICI Bank
Thane
09.2015 - 02.2018
- Resolving customer problems related to credit cards and saving bank accounts
- Handling all issues pertaining to savings accounts & credit cards
- Maintaining excel sheets to record daily cases completed
- Worked on flexible shifts to meet the requirements of the end-customer
- KYC of customers to make sure authentic and accuracy has been passed on
- Complete knowledge with Microsoft Word and Outlook
- Complete Knowledge of advanced Microsoft Excel
Education
B.COM -
Mumbai University
Mumbai04-2015
Class XII: -
Maharashtra State Board
Maharashtra04-2012
Class X: -
Maharashtra State Board
Maharashtra04-2010
Skills
- Process Mapping
- Stakeholder Management
- Operational Excellence
- Business process improvement
- Written Communication
- Analytical Thinking
- Continuous Improvement
- Multitasking
- Effective Communication
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Process Improvement
- Time management abilities
Personal Information
Gender: Female
Date of Birth: 7 August 1994
Born In Mumbai and currently residing in Pune Maharashtra India.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Elementary (A2)
A2
Accomplishments
- Awarded multiple times with Star of the month.
- Awarded multiple times with Spotlight of the month.
Certification
- Certified in UK pension calculation for both Defined Benefit and Defined Contribution Pension scheme.
Timeline
Senior Process Specialist
Aptia Group
03.2024 - 06.2024
Senior Specialist
Marsh and McLennan LTD
09.2022 - 02.2024
Senior Associate
Marsh and McLennan LTD
02.2018 - 08.2022
Customer Service Executive
ICICI Bank
09.2015 - 02.2018
B.COM -
Mumbai University
Class XII: -
Maharashtra State Board
Class X: -
Maharashtra State Board
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