Sapna Srivastav
Meerut
Summary
Highly skilled Service Operations Manager with extensive experience in various industries. Proven expertise in customer success management, operations management, client retention, and service operations. Adept at enhancing internal communication and fostering strong client relationships. Ready to leverage my experience and skills to drive business growth and operational excellence.
Overview
11
11
years of professional experience
Work History
Business Relationship Manager
HCLTECH
NOIDA
2023.04 - Current
- Act as the primary liaison between HCL delivery team and Nordea business units, ensuring seamless communication and collaboration.
- Work with business counterparts to understand and translate key requirements, prioritize projects, and ensure that business needs are met.
- Develop governance structures to manage escalations, providing both short-term and long-term resolutions.
- Monitor overdue tasks, compile area-specific statistics, and follow up with track leads to ensure timely completion.
Project Management Office (PMO)
HCLTECH
Noida
2022.04 - 2023.04
- Launching projects using the Project Charter, producing the Project Management Plan, and identifying and validating the project's scope
- Planning schedules, estimating costs, establishing scope, schedule, and cost baselines, and creating risk/issue logs
- Invoicing and reconciling payments
- Overseeing procurement, resource alignment, and transfer management
- Maintaining records on SharePoint for future use
- Leading stakeholders and guiding the project to achieve success.
Senior Process Executive
Gartner India
Gurugram
2021.07 - 2022.03
- Overseeing event registration processes, generating comprehensive Management Information System (MIS) reports, conducting daily monitoring activities, and delivering training sessions to ensure smooth operation and compliance.
- Implementing new processes and systems to enhance operational efficiency and effectiveness.
- Leading and managing a team of four members, providing guidance, support, and performance evaluations to foster a productive and collaborative work environment.
- Addressing and resolving process-related issues by coordinating with global teams, ensuring timely and effective solutions to maintain seamless operations.
Technical Support Executive
Lixil Water Technology
Gurugram
2018.11 - 2021.01
- Managing the entire lifecycle of e-warranty registrations and project registrations, ensuring accurate and timely documentation for all customer transactions.
- Compiling comprehensive Management Information System (MIS) reports and daily monitoring reports to track performance metrics and operational efficiency.
- Overseeing the management of spare parts inventory and coordinating order bookings to maintain optimal stock levels and meet customer demands.
- Leading contact center operations, including customer relationship management, process planning, and providing operational support to enhance customer satisfaction and streamline service delivery.
- Joined the OYO Townhouse Project in December 2019 to provide crucial support to the sales team, contributing to the project's success.
- Worked extensively in Business Intelligence, focusing on generating post-sales reports, conducting in-depth analysis, and automating processes to improve business insights and operational efficiency.
Senior Executive
Samsung India Electronics Pvt Ltd
Gurugram
2014.02 - 2018.11
- Conducting audits of warranty claims, preparing MIS reports, daily monitoring, and delivering training module presentations
- Validating withheld claims and ensuring compliance with warranty policy modules
- Proficient in assessing training requirements, identifying training deficiencies, and conducting training sessions to improve operational efficiency, ultimately resulting in increased productivity
- Gained experience in creating and designing instructional materials for training purposes
- Collaborating with field market experts and warranty service providers to address and resolve all warranty-related issues.
Education
Master of Commerce - Accounting And Business Management
CCS University
Meerut06.2009
Bachelor of Commerce - Accounting And Business Management
CCS University
Meerut07.2006
Skills
- Relationship Building and Management
- Client Account Management
- Project Management
- Business Planning
- Planning and Coordination
- Dependable and Responsible
- Flexible and Adaptable
- Written and Verbal Communication
Hobbies and Interests
- Travelling
- Yoga and Meditation
- Reading
- Watching Short Films
Timeline
Business Relationship Manager
HCLTECH
2023.04 - Current
Project Management Office (PMO)
HCLTECH
2022.04 - 2023.04
Senior Process Executive
Gartner India
2021.07 - 2022.03
Technical Support Executive
Lixil Water Technology
2018.11 - 2021.01
Senior Executive
Samsung India Electronics Pvt Ltd
2014.02 - 2018.11
Master of Commerce - Accounting And Business Management
CCS University
Bachelor of Commerce - Accounting And Business Management
CCS University
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