Ritu Joon
Delivery Manager
Gurgaon
Summary
With over 9+ years of experience in Operations, project management, media monitoring and people development.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Possess excellent planning abilities, particularly in broadcast, print, online and radio. Superb negotiation skills to work well under pressure and thrive under tight deadlines. Analyzes research data and determines best placement for client needs. Well-organized, responsive and flexible.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Delivery Manager | Cision
Wipro
Gurgaon, India
03.2023 - Current
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Updated customers and senior leaders on progress and roadblocks.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Leveraged project management processes and tools to define and execute projects.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Deputy Manager
Wipro
Gurgaon
12.2020 - 03.2023
- Managing project that provides Media Monitoring Services-(Non-Voice)
- Accountable to drive and achieve quality along with key KPIs
- Creating and presenting high level overview reports on Team’s SLA and occupancy
- People Management- Performance reviews, shift rostering, career pathing, Training of new employees
- Stakeholder Management- Coordinating with Quality team, Clients, team leaders and group leaders
- Tracked key metrics and developed spreadsheets and data models.
- Client Management- Reporting on weekly SL targets and generated weekly and monthly status reports for helpful progress tracking.
- Quality Management- Process improvement opportunities
- Reporting- Service level report, shift roster, Occupancy report, presenting weekly business reviews and monthly business reviews.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided strategic allocation of resources to various departments and managers in alignment with needs.
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Streamlined operational processes and workflow to increase efficiency of team performance and resource allocation.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
Project Manager
Wipro (Cision)
Gurgaon
05.2018 - 12.2020
- Responsible for transition of projects and onboarding of new clients
- Requirement gathering, providing quotes, and offering customized solutions
- Identified plans and resources required to meet project goals, SLAs and objectives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handling team of 75 heads, which includes SMEs, QA and team leaders
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
Content Social Media Manager
Milan
Gurgaon
04.2014 - 03.2018
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Designed and implemented social media strategies to align with business goals.
- Increased customer engagement through social media.Drove cross-functional collaboration with focus on quality service delivery.
- Developed relationships with influencers to grow reach of company and create wider visibility.
- Oversaw team of communications and media relations professionals with focus on achieving PR results.
- Managed editorial calendars and rescheduled PR events and meetings.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Performed keyword research to optimize content for SEO. Analyzed and reported social media and online marketing campaign results.
Newsletter Editor• Research Analyst
Prime Opinion Analysis
Gurgaon
01.2012 - 01.2014
- Secondary Research and analysis of construction and aerospace sectors in the market of US, Europe, Latin America,Asia & Middle East.
- Competitors and industry analysis of construction and aerospace industry through various paid and unpaid websites.
- Compilation and generating Newsletter tool (NTL).
- Compiling various components of newsletter into coherent and useful publications.
- Wrote methodological and analytical reports tailored to specific project and client needs.
- Developed and managed database to gather and streamline information throughout department.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
- Determined readiness of written pieces, made changes, and approved final versions for publication.
- Utilized SEO techniques to optimize content for search engine rankings.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
Education
Master’s in Journalism & Mass Communication -
Amity University
Noida 05.2010 - 04.2012
Bachelor of Arts - English
Delhi University
New Delhi 05.2007 - 04.2010
Skills
Project development and life cycle
Accomplishments
- Achieved successful transition of major news monitoring projects from UK to India with accuracy and efficiency.
- Client recommendations to lead critical project to resolve product issues and streamlining the performance.
- Successfully organized photoshoot scavenger hunts.
- Awarded Best performer & Group lead in various R&R at Wipro.
- Designed PR campaign based on product analysis.
- Research project on evolution and functioning of PR industry in India.
- Conducted research on the conditions of women and inequality through deligent observation.
- Successful project analysis on Reach of television in Rural Areas.
- Project on PR functioning in Crisis management.
Timeline
Delivery Manager | Cision
Wipro
03.2023 - Current
Deputy Manager
Wipro
12.2020 - 03.2023
Project Manager
Wipro (Cision)
05.2018 - 12.2020
Content Social Media Manager
Milan
04.2014 - 03.2018
Newsletter Editor• Research Analyst
Prime Opinion Analysis
01.2012 - 01.2014
Master’s in Journalism & Mass Communication -
Amity University
05.2010 - 04.2012
Bachelor of Arts - English
Delhi University
05.2007 - 04.2010
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