Overview
Work History
Education
Skills
Awards
Timeline
BusinessDevelopmentManager

Saravanan Gopal

Senior Analyst
Chennai,tamil nadu

Overview

16
16
years of professional experience

Work History

Senior Operations Analyst

COGNIZANT TECHNOLOGY SOLUTIONS
CHENNAI
06.2013 - Current
  • Manage Resource Deployment & Demand Fulfilment for FSI vertical (Offshore) by effective utilization of available internal resources.
  • Responsible for completion of entire staffing life cycle, right from resource identification (which could include release from existing assignment, location transfers / deputation if required, visa related dependencies if any) to resource deployment for both onsite & offshore projects
  • Coordinated with the BU Heads\Delivery Managers\ Practice Leaders, develop and implement strategies\ fulfilment plans to meet or exceed all demands in FSI Vertical
  • Anticipate opportunities, organizing meetings with project\ operations teams and identify areas where bench resources can be deployed and shared.
  • Timely escalation of resource issues - multiple rejections, PIP, absconding and BGV cases
  • Responsible for validation and consolidation of operational manpower requirements and accordingly decide on fulfilment mode (closure through internal supply or External hiring)
  • For External hiring - Coordinate with TAG team for suitable candidates
  • Collaborating with stakeholders to forecast plan with respect to their client engagements, projects, technology & headcount numbers to ensure fulfilment is planned as per targets
  • Responsible for managing utilization at SBU Level with set Targets from Corporate Management
  • Ensure that a healthy billability percentage is maintained even during project ramp downs and handle project resource releases proactively to maximize & maintain Utilization percentage as advised by the organization
  • Bench Management: Prepare and maintain MIS reports for Future releases and bench\buffer resource
  • Regular interaction with the bench resources
  • Interpret and improve forecasting models using data collection, data analysis, and statistical tools
  • Mitigate capacity risks by identifying and managing risk areas across regions, divisions, and sites
  • Assist in managing our workforce management systems, reporting tools and recommend solutions to maintain exceptional service to our business partners
  • Perform statistical analysis of service center data, including forecasting and historical trend analysis
  • Participate in wider initiatives such as process improvement planning and managing projects
  • Produce reporting that will enhance operational insight, increase business results, and track business value of workforce management
  • Facilitate monthly planning meetings with relevant parties; share and adjust accurate short- and long-term workload and headcount forecasts
  • Work along with TM to reduce attrition by redeploying associates as per their aspirations
  • Effective management of large ramp downs across locations with 95 % & above redeployment into other projects

Process Specialist- Voice

COGNIZANT TECHNOLOGY SOLUTIONS
09.2011 - 06.2013
  • I started my career at Cognizant as an SPE, Voice at Assurant health which is under US Healthcare Domain, Where I use to Verify claim status, Patient Eligibility and provide patients benefits to the providers
  • Through Internal Job posting, my role changed as QUALITY AUDITOR & TRAINER for Assurant health provider calls team
  • Handled a team of around 25-30 associates to whom I will audit calls and gage them and provide scores with a set of quality parameters which was provided to us by our client which will be a major part in their KRA
  • Providing feedback to the associates, Root cause analysis, Corrective actions, Preventive actions to eradicate errors
  • Preparing DAG sheet, Defect tracker, DMOS tracker, Quality sheet to our client, Control plan for reducing errors, providing process updates through a team meeting, huddle, email, one to one discussion
  • Addressing & providing feedback to associates who receives customer complaints and making sure he/she does not repeat it
  • Responding to the client if justification is needed on the customer complaint, Mail and call communication with the client regarding updates and questions if any
  • Providing process training to associates if required
  • Ensuring associates understanding about the process by providing them Process knowledge test (PKT), preparing questionnaires for the PKT test for all skill sets
  • Mentoring associates.

Senior Credit and Collections Representative

DELL SERVICES INDIA PVT LTD (PEROT SYSTEMS)
03.2010 - 08.2011
  • Worked as an "Accounts Receivable representative" where we work as an offshore billing department for the US healthcare providers
  • Exposure in US healthcare, Medical billing, Accounts receivable
  • It’s a voice process where we have to call US insurance companies and obtain payments for our providers outstanding claims
  • Updating clients (providers) about their claim status through a phone call or through sharepoint
  • Reporting and Follow ups
  • Maintaining Rapport with the insurance companies
  • Providing on the job training to new associates about the process and day today activities
  • Assigning claims to associates based on their capability & skills.

Senior Customer Support Officer- Voice

ALLSEC TECHNOLOGIES LTD
04.2008 - 02.2010
  • It’s a B2C sales process, where we have to sell a Protection plan for HSBC bank’s existing credit card users
  • Daily/Hourly targets
  • Dealt with varied range of customers which helped me in enhancing my call handling skills
  • Understanding and explaining about the product and sell them
  • Have learned marketing skills
  • Good learning to work in stressful atmosphere.

Education

MBA (HRM) -

Pondicherry University Twinning Program
CHENNAI
06-2013

BBA -

Loyola College
CHENNAI
04-2008

Skills

  • Workforce Planning & Management
  • Resource Utilization & Management
  • Stakeholder Management
  • Bench / Rotation Management
  • MIS Reporting & Documentation
  • Demand Management & Fulfilment
  • Talent Forecasting & Analysis
  • Operations & Team Management
  • Talent Forecasting & Analysis
  • Operational Efficiency
  • Data Analysis
  • Forecasting skills
  • Analytical mindset

Awards

  • Spark award for outstanding performance in Client onboarding & Extension
  • Phoenix Award – Associate of the Quarter for Exemplary performance, Efficiency & Commitment.
  • Spark award customer delight.
  • Quality topper award.
  • Lean project award.
  • Certified for FACET Trainer.

Timeline

Senior Operations Analyst

COGNIZANT TECHNOLOGY SOLUTIONS
06.2013 - Current

Process Specialist- Voice

COGNIZANT TECHNOLOGY SOLUTIONS
09.2011 - 06.2013

Senior Credit and Collections Representative

DELL SERVICES INDIA PVT LTD (PEROT SYSTEMS)
03.2010 - 08.2011

Senior Customer Support Officer- Voice

ALLSEC TECHNOLOGIES LTD
04.2008 - 02.2010

MBA (HRM) -

Pondicherry University Twinning Program

BBA -

Loyola College

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Saravanan GopalSenior Analyst