Ruchi Choudhary

• Identified needs of customers promptly and efficiently.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to Talent Management and talent development
• Planned and completed group projects, working smoothly with others.
• Worked with cross-functional teams to achieve goals.
• Maintained updated knowledge through continuing education and advanced training.
• Utilized reporting and visualization tools to support governance and team reporting needs.
• Cultivated and maintained relationships to promote positive work culture.
• Advised executives on best practices related to Talent planning, performance management and initiatives to drive diversity and inclusion efforts.
• Devised and executed the talent management and talent development initiatives
• Supported top talent identification processes
• Tracked programs closely to assess usefulness and make proactive changes to meet changing demands.
• Created succession plans and promotion paths for staff to boost passion for reaching goals and objectives of organization.
• Collaborated closely with department heads on strategic planning initiatives related to workforce optimization.
• Formulated organizational development initiatives such as leadership development and career pathing activities for mass leadership positions in ASEAN, East Asia and India.
• Directed process of organizational planning by evaluating company-wide structure, job design and manpower forecasting.
• Worked with department managers to assess needs.
• Collaborated with cross-functional team to build powerful and easy-to-use processes and tools
• Partnered and trained People Solutions Partners on the talent initiatives to lay a strong foundation for effective implementation of the people solutions transformation strategy
• Supported PSBPs to drive talent conversations with the key stakeholders they support
• Implemented coaching initiatives to help employees reach their full potential.
• Conducted needs assessments, identified skill gaps and partnered with L&D to create learning plans for Game Changers.
• Established feedback loops within teams to promote continuous improvement in our processes
• Organized virtual training events through webinars, video conferencing, and other digital platforms.
• Facilitated workshops on leadership and management skills.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.

• Cultivated strong professional relationships with key stake holders and vendors to build strong talent pipeline to support business growth.
• Collaborated with other departments to develop programs that would benefit customers in the various regions. Deployed the Global Operating Model consistently across all programs in the region.
• Analyzed customer feedback data from each region to identify areas of improvement that were observed and partnered with them to execute plans to drive continuous improvement.
• Prepared detailed reports on regional performance and presented findings to executive management.
• Empowered leaders to coach and develop their teams by applying our coaching model and building and sustaining positive relationships to become a champion of retention. Annualized retention improved by 10%.
• Coached, developed and motivated team to achieve their goals
• Mentored, coached and developed game changers to drive internal promotions into leadership positions to support our Organization growth.
• Created Leadership Development Programs and initiatives to develop talent within the Organization.
• Responsible for TL.OM and SOM onboarding. Implemented the TL Trainee and the OM Trainee model in the region
• Managed cost to ensure that the team expenses remained within the allocated budget.
• ·Collaborate with the stakeholders with focus on People, Process and Program to deliver results and manage change effectively.
• Active member of the ICC committee and the site level women empowerment team.
• Participated in top talent identification and development strategy for the region

• Performance delivery on client KPIs and Internal KPIs
• Conducted regular reviews of existing policies and procedures, for SLA compliance and quality reviews to drive continuous improvement.
• Helping TL/Sr. Tls to align their individual and team goals to the organization’s goals.
• Responsible for coordinating with recruitment team and ensuring quality hiring for the Business
• Collaborated with management team on long-term strategic planning initiatives for the process.
• Assessed employee development needs and provided feedback on their progress towards meeting goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Program Level Outlier Management: Led the New Landers project and the phoenix team to uplift their performance, consequently the performance of the line of businesses
• Created effective business plans to focus strategic decisions on long-term objectives supporting business growth, ramp plans and cross skilling on game changers
• Successfully transitioned premium and high valued LOBs into the Organization. Success of the pilot ensured that we won and handled 90% of the client's premium business.
• Active involved and contributed in the Stream integration
• Anticipated and tracked operational and tactical risks to provide strategic solutions.
• Monitored resource use to achieve set goals within budget constraints.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Measured and reviewed performance via KPIs and metrics.
• Guided game changers on understanding and meeting changing customer needs and expectations.
• Spear headed Client Communication, Business Reviews and effectively handled escalations in the program.
• Led the employee engagement team to drive Fun @ Work concept. This helped in retaining people and improving performance.
• Determine staffing requirements on a continuous, proactive basis & create a plan to fulfill the same.
• Resolve all people issues escalated, determine their satisfaction levels & identify means of positively influencing the same.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Monitored progress by establishing plans and measuring results.
• Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
• Accepted challenging opportunities and transformed the low performing LOB into a high performing LOB by effectively managing change and addressing people and client issues.
• Mitigated business risks by working closely with staff members and assessing and driving performance.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Addressed customer concerns with suitable solutions.
• Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
• Developed talent resulting in highest number of promotions from the span that I handled.

• Suggested and organized team building activities and rewarded accomplishments.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Collaborated with other departments to ensure smooth operations of the team.
• Handled Program billing to the client to ensure 100& accuracy in billed hours
• Monitored staff performance through observation, audits and reports.
• Analyzed operational data to identify areas requiring improvement or optimization.
• Created and implemented effective processes for handling customer inquiries or problems.
• Coached, mentored team members to help them excel in their role. Mentored and guided team members and supported them to grow within the Organization
• Provided guidance to team members in resolving complex issues or complaints. Handled escalations when required
• Offered training and support to keep team members motivated and working towards common objectives.
• Resolved conflicts between employees by providing timely intervention and solutions.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Fostered positive employee relationships through communication, training, and development coaching.
• Interviewed and selected for the process from list of candidates recommended by recruitment team.
• Identified needs of customers promptly and efficiently.
• Identified opportunities for process improvements to increase efficiency and effectiveness.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
• Recognized by management for providing exceptional customer service- Legend Award Winner
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Maintained updated knowledge through continuing education and advanced training.
• Assisted with customer requests and answered questions to improve satisfaction.

• Worked as Senior Tech from November 2003 to August 2005
• Worked as Technical Support Officer in Marvel account from Feb 2003 to November 2003.
• Supported the team members to handle technical queries efficiently
• Conducted regular Triages to share the updates and bridge the identified gaps
• Took steps to ensure that the SLA was maintained and customer queries resolved effectively
• Supported the team leader to coach engineers in improving customer satisfaction scores
• Drive customer satisfaction scores and agent satisfaction scores
• Handle escalations and provide on the ground support to empower engineers to handle these by themselves.
• Understand customer concerns, probe well and provide resolution
• Deliver high FCR
• Deliver results as expected
• Continue to learn and implement defined plans with excellence.

• Worked closely with end users to solve problems related to hardware and software.
• Coordinated with third-party providers on installation projects or service agreements.
• Evaluated vendors' products in order to determine which ones best meet organizational needs.
• Handled cross-functional teams including Network planning, implementation and maintenance.
• Imparted training on Operating system Windows NT, 98.ME and 2000), Application software & programming Language
• Skill Enhancement and Assimilation of New Joiners.
• Effectively handled escalated calls from the clients and provided feedback/resolution to ensure smooth business operation.
• Responsible for hiring of the right resource.
• Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
• Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
• Analyzed equipment performance records to determine need for repair or replacement.
• Provided technical support for local area networks, wide area networks and Internet connections.
• Managed employee access, security roles and permissions.
• Provided training sessions for end-users on how to use various software applications or hardware devices.
• Performed routine troubleshooting and network monitoring.
• Delivered high level of support and maintenance to hardware, software and applications to maximize performance and reduce bottlenecks.
• Uploaded, configured, and managed antivirus detection software and email applications.

• Installation and maintenance of computer systems and peripherals.
• Network administration of Windows NT based network.
• Installation of LAN/WAN including Modem, router and switches.
• Setting up multiple domain network in NT
• Configuration of PDC, BDC and TCP/ IP, DNS and WINS
• Day to Day troubleshooting both onsite and over the phone
• Responsible for Meeting the Business Metrics.
• Responsible to keep the downtime minimal.
• Handled various projects both in the Govt and Pvt sector.
• Prime clients handled were RDSO, Jal Nigam, U.P. Secretariat, City Cooperative bank, Geological Survey of India and Department of telecommunication

Installation and maintenance of computer systems and peripherals. Installation and maintenance of computer systems and peripherals.

Network administration and maintenance

Troubleshooting and guiding the customer’s both over the phone and onsite

Resident Engineer SGPGI, responsible for maintain 300 Computers (Acer)

Responsible to keep the downtime minimal.

·Important clients handled- SGPGI, SBI, Board of Revenue and Marks Pharmaceuticals

·Network administration and maintenance

Troubleshooting and guiding the customer’s both over the phone and onsite

Resident Engineer SGPGI, responsible for maintain 300 Computers (Acer)

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• Taught electronics engineering to students of DECHT and PGDCE equivalent to “T” and “E” level course of the Govt. of India
• Responsible for System Installation and Maintenance
• Troubleshooting of PCs and Printers