Richa Dube
Pune
Summary
Dynamic ITIL V3 Foundation professional specializing in client workforce management, service delivery, business incident management, resource optimization, monitoring SLAs, and establishing operational rhythm. Skilled in service delivery, communication, CRM, customer retention, and IT service management. Effective communicator and negotiator with strong analytical, problem-solving, and organizational abilities. Proactive learner adept at adopting emerging trends to achieve organizational objectives and profitability norms.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Manager
Sakon
04.2023 - 01.2024
- Manage client portfolio and serve as main point of contact for assigned clients relative to the ordering and fulfilment function
- Engage and enable solutioning of new client requirements using detailed process knowledge, best practices, and client-specific decision-making support
- Document and track deliverables, ensure timely responses or delivery of the client requests and provide regular SLO/SLA reports
- Identify, track, and manage activities, evaluating and reporting on client health status to internal and external stakeholders
- Prepare for and conduct business reviews with client to obtain feedback and define/redefine ordering fulfilment goals and means to achieve them
- Manage client escalations and communicate to management in a timely, professional, accurate manner
- Report on client health status, targets achievement, upsell opportunities and other reporting statistics as requested
Manager
Capgemini
05.2022 - 01.2023
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Service Delivery Manager
SUNGARD Availability Services
12.2015 - 04.2022
- Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SunGard AS value
- Responsible for profitability and customer satisfaction
- Improve client service experience, create engaged customer, and facilitate organic growth
- Being customer's advocate by understanding customer requirements and aligning processes to fulfill the same
- Take ownership of customer issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports for internal & external stakeholders
- Develop content and effectively lead monthly and quarterly business reviews along with adhoc strategic customer meetings as required
- Support periodic testing to document recover ability and learning
Support Consultant Associate
All Scripts
12.2013 - 05.2015
- Assists the Product Support Group in providing customer service to Allscripts clients through research and resolution of support cases and communicating solutions to internal and external customers.
- Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics to ensure customer satisfaction.
- Works as part of a team to resolve client issues that affect multiple clients.
- Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future
- Share knowledge and practical experience through All scripts Customer Services teams on Product / technical skills to continually improve the capability and effectiveness of the services/Support teams
- Provide accurate information to the Development team, as needed, in order to allow them to correct the software without having to refer to the originating customer
- Maintains status of problem resolution and updates customer and team lead on resolution status.
- Regular up-to-date accurate information is recorded in the call logging system (e.g., SFDC, SupportForce.Com) so that customers can see progress on the support cases.
- Adhere to existing policies and procedures.
Subject Matter Expert
WNS Global Services Private Ltd
10.2011 - 12.2013
- Handling motor vehicle claims including Single Vehicle Accident Claims, multi car pileups, Catastrophe claims, etc.
- Handling claims for all brands of the Suncorp group including Mass brands and Niche (specialized) brands
- Handling Escalations
- Floor coaching, mentoring, audits, feedback sharing, training, report generation
- Resolving disputes in claims
- Handling complex and technical cases & calls
- Handling Escalations
- Reducing average lifecycle of a claim by settling it faster
- Mentoring new hires and solving queries for peers
Education
BA - Economics
St Mira's College for Girls
PuneHSC - Class 12
St Mira's College for Girls
PuneCBSE - Class 10
National Open School
PuneSkills
Team leadership
Operations management
Strategic planning
Decision-making
Customer service
Project management
Customer relationship management (CRM)
Relationship building
Contract management
Cross-functional teamwork
Documentation and reporting
Staff training and development
Goal setting
Negotiation
Recruiting and interviewing
Change management
Vendor management
Certification
ITIL V3 Foundation
Accomplishments
Reduced costs by 15%.
Led a project that finished 30 days ahead of schedule.
Saved the company $200,000 annually.
Managed and mentored a team of 30 employees over 5 years.
Successfully retained 8 customers who were on the verge of terminating their services.
Timeline
Manager
Sakon
04.2023 - 01.2024
Manager
Capgemini
05.2022 - 01.2023
Service Delivery Manager
SUNGARD Availability Services
12.2015 - 04.2022
Support Consultant Associate
All Scripts
12.2013 - 05.2015
Subject Matter Expert
WNS Global Services Private Ltd
10.2011 - 12.2013
BA - Economics
St Mira's College for Girls
HSC - Class 12
St Mira's College for Girls
CBSE - Class 10
National Open School