Rashmi Acharya
Thane
Summary
Proven leader in operational excellence and process improvement with a track record of enhancing team performance and operational efficiency at Tata Consultancy Services. Expertise in cross-functional team leadership and performance metrics development has fostered strong stakeholder relationships and driven substantial improvements in key global business operations.
Overview
10
10
years of professional experience
Work History
Business Process Lead
Tata Consultancy Services
Mumbai
07.2022 - Current
- Supported Citibank's critical global business operations as the first point of contact for issue escalation.
- Established strong customer relationships through a positive attitude.
- Fostered proper task accomplishment by guiding and mentoring team members.
- Coordinated training sessions for both new and current staff.
- Conducted daily coaching sessions to elevate associate performance.
- Upheld team adaptability to stay competitive in evolving markets.
- Worked with stakeholders to outline project scope, objectives, and deliverables.
PROGRAM ANALYST-IT
WNS Global Services Pvt.Ltd.
Mumbai
07.2015 - 06.2022
- Oversaw all end-to-end management activities for major and critical incidents.
- Generates incident reports with precise initial data entry.
- Handled bridge calls for critical incidents with support teams, on-call application support teams, and management.
- Maintained strict adherence to processes resulting in timely service restoration.
- Collaborated with incident response team to document event details.
- Communicated with LOB leads, managers and users to collect precise information regarding major incidents.
- Developed and implemented continuous training updates for Work Load Coordinator role throughout the year.
- Earned endorsement from management, resulting in payroll placement and promotion in 2017.
Education
Bachelor of Science - BSC-IT
Vikas College
Mumbai01-2015
Skills
- Cross-functional team leadership
- Operational excellence
- Process improvement expertise
- Team building and motivation
- Performance metrics development
Languages
Hindi
First Language
English
Proficient (C2)
C2
Tamil
Intermediate (B1)
B1
Timeline
Business Process Lead
Tata Consultancy Services
07.2022 - Current
PROGRAM ANALYST-IT
WNS Global Services Pvt.Ltd.
07.2015 - 06.2022
Bachelor of Science - BSC-IT
Vikas College
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