Rekha Biswas
Hyderabad
Summary
Dedicated Team Leader with 7 years and 9 months of experience in Project Management and MIS, Solutions driven & Customer centric professional; excellent in ensuring the delivery of high-quality services to support customer's needs & achieving continued high customer satisfaction in service delivery, streamlining process operations and enhancing operational efficiencies; monitoring and ensuring compliance to the agreed SLAs Strong record of contributions in activities, invigorating businesses, heightening productivity, systems & procedures in Business Operations Management, Profit Centre Operations & Business Development Effective leader with excellent negotiation and communication skills to sustain growth momentum while motivating peak individual performances.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead PMO and MIS:
Cognizant Technology Solutions: BPO and CIS Service management Domain
Hyderabad
10.2017 - Current
- Forecasting and Budgeting: Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency, Accordingly proposed budgets to higher management
- Involved in creation of SOW, WO, CO, PO and Invoice getting sign-off from legal, quality and
finance departments and submit to Sales Manager / Lead for submission to client. - Responsible for Customer Proposals, Contract / PO review, Invoicing and Quality aspects
of a project. - Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Developed and maintained project plans, schedules, budgets, resource plans and status reports.
- Generate and distribute management reports in accurate as per SLAs (TAT & Accuracy). Responsible for updating, maintaining all Reports, Dashboards etc into the SharePoint
portal. - Reporting: Project Billing, Invoicing, Utilization Report, Quality Analysis Report, Associate Stack Ranking (based on their performance), Attrition Report, Database Maintenance, P&L Report, Capacity Planning, Forecast, PVI (Peak Volume Incentive) & PLI (Performance Linked Incentive)
- Managing resource costing and control under Resource cost management team. Analysis
resource hours, cost , payroll , rate, profit margin. - Assisted 5 domains with a total of 400 headcount of resources with all PMO related activities.
- Ensuring implementation of PMO processes and proper usage of tool.
- Facilitate PMO governance meetings, including setting up Agenda/Minutes/Action
tracking.
Senior Process Executive:
Cognizant Technology Solutions- US Mortgage & Loan Servicing
Kolkata
09.2016 - 10.2017
- Communicated regularly with operating teams and other stakeholders to review quality of systems and software
- Resolved various product issues by providing cost-effective and smart, workable solutions
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Analyzed customer feedback and generated reports for management review.
Education
M.A: History -
Barasat Government Collage (NSOU)
01.2018
Graduation: History -
Barasat Government Collage
01.2015
Skills
- Change Management
- Project Billing and Invoicing
- Forecasting and Budgeting
- Process Enhancement
- Training & Development
- Strong leadership and Presentation skills
- Project timeline management
- Regulatory requirements understanding
- Customer relationship building
Accomplishments
- Achieved Star performer award by client in multiple quarters in the year 2016, 2017 and 2018
- Recognized with Unicorn award by management multiple times in my multiple life science projects for delivering on time stack and report on a monthly basis in year 2019, 2021, 2022 and 2023
- Recognized by Client for my recent role in preparing database for their Dashboards in 2024
Languages
- English
- Hindi
- Bengali
Certification
- Generative AI certification
- Chat GPT
- Power BI
Timeline
Team Lead PMO and MIS:
Cognizant Technology Solutions: BPO and CIS Service management Domain
10.2017 - Current
Senior Process Executive:
Cognizant Technology Solutions- US Mortgage & Loan Servicing
09.2016 - 10.2017
M.A: History -
Barasat Government Collage (NSOU)
Graduation: History -
Barasat Government Collage
- Generative AI certification
- Chat GPT
- Power BI
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