Summary
Overview
Work History
Education
Skills
Certification
Outline
Timeline
Generic

Ritika Kundu

Summary

Internal Resource Manager at Wipro Technologies specializing in resource allocation and stakeholder management. Demonstrated success in improving team performance and minimizing attrition through targeted employee development initiatives. Proficient in data analysis, delivering insights that enhance operational efficiency and promote inter-team collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Internal Resource Manager

Wipro Technologies
09.2021 - Current
  • Transitioned to Wipro Technologies in September 2021, focusing on ServiceNow WMG activities.
  • Published regular resource movement data for practice.
  • Engaged with internal and external stakeholders to fulfill resourcing needs timely.
  • Tracked new joiners and allocations to maximize revenue through timely placements.
  • Prepared reports for weekly management review calls to discuss Performance and way ahead.
  • Monitored internally allocated resources nearing project completion for redeployment opportunities.
  • Conducted trend analysis weekly to assess performance and determine growth rate validity.
  • Collaborated with resources to understand professional goals and reduce attrition.

Group Leader

Wipro Ltd
06.2017 - 07.2021
  • Managed end-to-end delivery of SLAs and operational metrics for multiple lines of business.
  • Oversaw client escalations, proactively minimizing errors and addressing concerns.
  • Conducted regular audits to identify process challenges and implement corrective actions.
  • Ensured governance model included routine internal and external reviews for compliance.
  • Facilitated meetings with clients to align on KPIs, securing rewards without penalties.
  • Drove optimum occupancy rates while controlling resource leakages effectively.
  • Led cross-functional teams to enhance project delivery efficiency and collaboration.
  • Developed training programs to elevate team competencies and knowledge retention.

Team Leader

Wipro Ltd
05.2015 - 05.2017
  • Got promoted to Team Lead Operations
  • Responsible for Team KPI and Hygiene Matrices
  • Responsible for conducting daily audit of transactions and closing feedback with individuals to ensure Quality and KPI targets are met
  • Weekly Sessions with DR’s to motivate them to grow within organization and help them identify and work on their area of interest.
  • Monthly Performance review with Process Lead to show team performance and find opportunity areas to work upon.
  • Responsible for Weekly client calls to discuss the challenges and performance
  • Responsible for meeting Service Levels and ensure adequate manpower planning to meet the Target.
  • Responsible for All internal and Client FGD’s and driving discussions towards challenges and achievements of the Centre.
  • Coordinating with all Partner’s Across the globe and ensure smooth operations.

Senior Associate

Wipro Ltd
07.2014 - 05.2015
  • Promoted to escalation layer, enhancing case resolution efficiency.
  • Handled escalation cases raised by Level 1 executives effectively.
  • Coordinated with external teams, ensuring seamless communication and issue resolution.
  • Reduced seven-day repeat incidents through timely follow-ups and comprehensive customer handling.
  • Led focus group discussions with clients, delivering actionable feedback for process improvements.
  • Mentored junior associates, fostering professional development and skill advancement.
  • Facilitated interdepartmental communication to strengthen collaboration and teamwork.
  • Managed team resources by assigning tasks, tracking progress, and meeting deadlines.

Associate

Wipro Ltd
06.2013 - 06.2014
  • Worked as first line technical assistance for leading British telecom company
  • Solving customer queries pertaining to Broadband and Landline services
  • Raising service tickets for issues pertaining to external teams
  • Ensuring customer satisfaction on calls
  • Meeting all process KPI

Education

Master of Commerce -

Banaras Hindu University
Varanasi
06-2009

Skills

  • Resource allocation
  • Data analysis
  • Trend reporting
  • Stakeholder management
  • Communication skills
  • Team leadership
  • Employee development
  • Talent management
  • Meeting facilitation
  • Teamwork and collaboration
  • Customer relationship management

Certification

Certificate in Computer Application

Outline

  • Sincere and result oriented professional with experience of over 8 years in the industry across Business Operations, Back Office Management and Client Relationship Management, currently engaged in WMG role in Wipro ServiceNow Practice
  • Well versed in creating innovative strategies and formulating administrative policies and back office management for accelerated growth of the organization.
  • A consistent performer having successful track record of making visible contribution to raise productivity with deft application management skills and documentations.
  • Proficient in business & technical skill set for handling large-scale assignments for various technologies coupled with established credibility in providing domain support for managing operations.
  • Focused and hardworking professional equipped with thorough knowledge and technical understanding coupled with an analytic bent of mind and confident to take challenging assignments.

Timeline

Internal Resource Manager

Wipro Technologies
09.2021 - Current

Group Leader

Wipro Ltd
06.2017 - 07.2021

Team Leader

Wipro Ltd
05.2015 - 05.2017

Senior Associate

Wipro Ltd
07.2014 - 05.2015

Associate

Wipro Ltd
06.2013 - 06.2014

Master of Commerce -

Banaras Hindu University
Ritika Kundu