Rusha Mishra
Senior Project Analyst, Operational Excellence (PMO) And Resource Management.
Kolkata,West Bengal
Summary
Experienced Office Management and Administration Professional with 10 years and 11 months of experience . Highly dependable, ethical and reliable support specialist Works effectively with cross-functional teams in ensuring operational and service excellence. Excellent reputation for resolving problems and improving customer satisfaction .Recognized consistently for performance excellence and contributions to success in industry. Rewarded multiple times and got promotion. Strong program and project management professional .Skilled in Microsoft Excel, Business Analysis, and Leadership Forecasting. Supports the recruiting team for all open positions , consults with management, maintaining and optimizing Microsoft SharePoint sites
Overview
4
4
Certifications
3
3
years of post-secondary education
34
34
years of professional experience
Work History
Operational Excellence Analyst
Cognizant Technology Solutions
Kolkata, West Bengal
09.2013 - Current
- Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
- Generated annual budget forecasting information for executive and corporate reports.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Worked closely with team to maintain optimum levels of communication to effectively and efficiently complete projects.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Worked with the BU Heads, and respective PMs and SMs onsite and offshore.
- Allocation and de-allocation of resources.
- Forecast reports for the entire Business unit.
- Operations Dashboard for Headcount (on bench, billable/Non billable, rolls offs, client wise resources, seconded resources).
- Revenue Forecast extract from Cforecast system and Cforecast vs Bottom-up comparison.
- Forecast vs PreFlash .Demand validation.
- Preparation of RFR with some briefing from raw report.
- Utilization Report and Daily Dashboard.
- Operations Dashboard for pipeline opportunities.
- Monthly Review Decks.
- Offshore leverage, COD, Budget and SGA SO Creation. Adhoc reporting as per business requirements.
Resourcing Consultant
Cognizant Technology Solutions
Kolkata, West Bengal
09.2013 - Current
- Supports the recruiting for all positions consults with management.
- Responsible for Sourcing Planning and Managing pipeline across.
- Resource allocation and SO creation.
- Working with service line Delivery Managers on all Open demands and ensure that there is supply of resources and coordinate with the TSC team to recruit the resources.
- Operations Dashboard for Open demands.
- Builds a quality relationship with the internal customers and Recruitment channels.
- SO validation and cancellation.
- Demand Management and Supply Planning expertise.
- Adhoc reporting as per business requirements.
- Coordinate with Account Managers to keep track of resource releases from projects to plan future allocation before hitting the bench.
- Bench Management, Demand-Supply gap management
Operations Executive
Cognizant Technology Solutions
kolkata, West Bengal
09.2013 - Current
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Assisted with proactive client outreach initiatives through mails and documented client correspondence in PMO Portal .
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Preparing Deck (Governance Deck and Piccolo Deck)
- Monitors and constantly reduces the costs of the process.
- Develop and execute activities related to end-to-end project management.
- Preparing Metrics deck , Score Card and Assessment deck
- Attrition Calculation and MPSA Verification.
- Adhoc reporting as per business requirements.
- Maintain Off boarding and on boarding trackers. And sending off boarding and on boarding request to staffing team.
- Tracking sub-contractor details
Finance Executive
Cognizant Technology Solutions
kolkata, West Bengal
09.2013 - Current
- Worked for UNITED STATES financial and Banking project.
- Worked in different Lockboxes of United States.
- Processing Cheque and invoice as per client instructions.
- Worked on both Retail and Wholesale Clients
- Major focus on QUALITY, 100% accuracy with speed meeting the required IPH as per the targets given month on month basis.
- Worked on more than 4000 lockboxes for six different location of United States like Delaware, California, and Illinois etc.
- Worked on a 24*7 days' project.
- Mentoring and conducting training for the new joiners in the project
- Responding the clarification raised by the existing team member and providing feedback on basis of performance to the team assigned.
- Direct interaction with the US clients for new updates and implementation in the process.
Sr. Practitioner-CRM Operation
IBM
kolkata, West Bengal
10.2011 - 08.2013
- Leading customer relationships at the senior management level and ensure customer happiness.
- Taking in bound calls for premium customers for their quires.
- Resolves problems and give good customer service in a timely manner.
- Preparing call tracker
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked with premium customers to understand their needs and provide excellent service.
Executive Assistant
Bnke Solutions Pvt Ltd
kolkata, West Bengal
06.2011 - 10.2011
- Making outbound B2B call.
- Updating data base.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Worked with senior management to initiate new projects and assist in various processes.
Customer Support Associate
Tech Mahindra Limited
kolkata, West Bengal
06.2010 - 01.2011
- Provided primary customer support to internal and external customers in fast-paced environment.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence from platform sellers.
- Educated customers on promotions to enhance sales.
Receptionist Cum Computer Operator
Mangalam Travels
Burdwan, West Bengal
12.2008 - 03.2010
- Identified issues, analyzed information and provided solutions to problems.
- Used Microsoft Word and other software tools to create documents and other communications.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Arts - Sociology
Burdwan University
Burdwan 05.2005 - 07.2008
Skills
Preparing budgets reports
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
PC Technician-A+
Timeline
Operational Excellence Analyst
Cognizant Technology Solutions
09.2013 - Current
Resourcing Consultant
Cognizant Technology Solutions
09.2013 - Current
Operations Executive
Cognizant Technology Solutions
09.2013 - Current
Finance Executive
Cognizant Technology Solutions
09.2013 - Current
GNIIT
05-2012
Sr. Practitioner-CRM Operation
IBM
10.2011 - 08.2013
Executive Assistant
Bnke Solutions Pvt Ltd
06.2011 - 10.2011
MySQL and PHP
08-2010
Customer Support Associate
Tech Mahindra Limited
06.2010 - 01.2011
PC Technician-A+
09-2009
Oracle 9i-Program with PL/SQL
08-2009
Receptionist Cum Computer Operator
Mangalam Travels
12.2008 - 03.2010
Bachelor of Arts - Sociology
Burdwan University
05.2005 - 07.2008
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