Sports
Purvesh Choudhary
Project Manager
Pune,Maharashtra
Summary
A versatile, accomplished & goal-oriented ITIL professional with nearly 10 years of experience in Global Delivery Management, IT Strategy/Roadmap, SLA Management, Transition/ Transformation, Client Engagement, Stakeholder Management & Training & Development with proven track record of delivering consistent business results through adept leadership and application of sound management practice.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Project Manager
FigMD / MRO
Pune, India
07.2022 - Current
- Performed quality control and monitored production efforts.
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Managed internal operational standards and productivity targets.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Planned operations and activities, and led projects.
- Motivated and trained employees to maximize team productivity.
- Accomplished multiple tasks within established time frames.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
SR.Health Care IT Support
Allscripts Healthcare Solutions
Pune, Maharashtra
02.2012 - Current
- Customization Managing Client Relations and Customer Satisfaction Application Management (Administrator) Application Server / Terminal Server Performance Troubleshooting (Basic) Run SQL queries / Scripts / Stored Procedures (Basic) Third Party Vendor Management Printer Troubleshooting.
- Reviewed constantly customer feed back and then suggested ways to improve process and customer service levels from 70% to 85%.
- Responsible for solving desktop related issues as per SLA norms.
- Supporting service desk, remote supporting engineers and location support team.
- Ensured Installing of new packages and services packs & upgrades of software and OS were done on time by relevant teams.
- Assist, Manage and monitor different backups
- Coordinating with Security team for Audits as per Company Policy
- Communicating status of Critical incidents and recovery decisions taken, in timely and structured manner to stakeholders
- Investigating Problems, according to impact, through to resolution or error identification.
- Change Requests were raised/linked to Problem records for resolution.
- Monitoring progress on resolution of Known Errors.
- Ensured all Change Requests (CRs) were comprehensively recorded and submitted on time.
- Supported development and application quality assurance to ensure optimal progress and product stability for end users.
- Document relevant feedback from clients on application performance, functionality, errors and questions and escalate appropriately.
- Collaborate with departments to ensure product release activities are executed efficiently and effectively.
- Trained team members on any development processes and help them to understand how to resolve issues for client facing any issues.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Leads team toward achieving organization goals.
- Ensuring that all work are performed as defined by Company's Quality and management system (QMS).
- Developed business cases, presentations and reports for senior management.
- Worked flexible hours across night, weekend and holiday shifts.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed and executed strategies to improve training program performance.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Developed and implemented successful onboarding program.
Senior CRM
3 Global Services Pvt. Ltd
Pune, Maharashtra
06.2009 - 02.2012
- Helped On Job Training members and trained them on learn product, performance metrics and consumer behavior identification.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Senior Customer Service Associate /Quality Analyst
WNS Ntrance Pune
Pune, Maharashtra
06.2007 - 06.2009
- Process Excellence and Improvement, People Management and Group Audits.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Discussed Weekly Team performance with Managers, discuss and implement various ways to improve client satisfaction.
- Monthly cross skill training plan to team Other Activities
- Analyzing errors and providing timely feedback to agents
- Conducting product knowledge tests Designing contest and deciding on budget for contest
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Facilitated communications through management of inbound and outbound customer calls.
Education
Bachelor of Arts -
Mumbai University
MumbaiDelhi University
PuneDelhi University
PuneSkills
Strategic Planning & Leadership
Accomplishments
. ITIL V4 Foundation
. Prince 2 Foundation and Practitioner
. Microsoft Azure Fundamental
Interests
Reading
Travelling
Profile Summary
- Strong implementation skills that have resulted in repeated success in guiding sizeable, cross-functional, multi-cultural & multi-geographical teams of 120 in the design and launch of leading-edge solutions and best practices.
- Key People Leader, who has successfully led and motivated team towards growth and success in the organization; created a clear & compelling view of future through coaching and execution; extensively coordinated with multi-cultural & global teams for smooth functions
- Dedicated leader with career long record of stakeholder satisfaction, team building and strategic insight.
- Proven capabilities in engaging with clients & top management for evolving strategic vision, driving change, building product/ services roadmap,
- Infusing new ideas, implementing emerging technologies for the long run, and taking enterprise system performance & productivity to next level
- Delivery Anchor with career success in delivering solutions that remedy core business issues and position the organization to reach the next level of profitability through technology introduction
- Offered technical advisory on multiple assignments & pilot projects of cutting-edge technologies
- An effective communicator with strong people management & relationship management skills with the capability to relate to people at any level of business and management; possess excellent analytical and negotiation skills
Timeline
Project Manager
FigMD / MRO
07.2022 - Current
SR.Health Care IT Support
Allscripts Healthcare Solutions
02.2012 - Current
Senior CRM
3 Global Services Pvt. Ltd
06.2009 - 02.2012
Senior Customer Service Associate /Quality Analyst
WNS Ntrance Pune
06.2007 - 06.2009
Bachelor of Arts -
Mumbai University
Delhi University
Delhi University
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