Shailaja Satpadhy
Hyderabad
Summary
Results-driven professional with 5+ years of experience in Dealer Management Systems (DMS), accounting implementation, business analysis, and customer support. Skilled in transitioning dealers from legacy systems to cloud-based solutions using MODTOOL. Known for driving successful project outcomes, streamlining processes, and enhancing client satisfaction. Adept at cross-functional collaboration, stakeholder engagement, and navigating dynamic project requirements. Committed to delivering high-quality, scalable solutions that align with business goals.
Overview
5
5
years of professional experience
Work History
Senior Implementation Consultant
CDK Global India Pvt Ltd
11.2022 - Current
- Led a high-visibility project in collaboration with Product and Technology teams, gathering insights from workflow product and engineering managers. Developed an essential checklist based on customer and client requirements, conducting regular cadences with stakeholders and product teams. Successfully managed and retained the project, leading to significant organizational success in CY-2024.
- Identify and engage key stakeholders throughout the implementation process
- Facilitate communication and collaboration among different departments
- Establish quality assurance processes to monitor and maintain teams performance & Communicated changes effectively to minimize resistance and enhance user adoption
- Generate reports on project progress, challenges, and achievements for stakeholders
- Oversee implementation projects to ensure they are completed on time with efficiency
- Acted as an interview panelist's and trained all the new hires on almost 12 processes
- Conduct initial assessments to understand client requirements and objectives
- Gather information on existing systems and workflows from stakeholders.
- Plan and execute the migration of data & Setups from existing systems to the new platform
- Develop and deliver training sessions to ensure they are comfortable with the new system & Create training materials and user documentation for reference
- Provide support during the go-live phase to address any immediate challenges or concerns
- Identify opportunities for process improvements and system enhancements post-implementation
- Stay updated on industry trends and emerging technologies to provide ongoing value to clients
- Maintain comprehensive documentation of the implementation process, including decisions made, configurations, and training materials & Ensured all documentation is accessible and user-friendly
- Provided subject matter expertise in complex integration projects, ensuring seamless data transition between legacy systems and new platforms.
- Exceeded performance targets, consistently delivering high-quality implementations. Worked with High level ELT management and made the product success.
Process Associate
Genpact
03.2021 - 11.2022
- Provided troubleshooting and issue resolution for Google Pay users via email and live chat, utilizing case management tools to enhance user experience.
- Achieved high customer satisfaction by efficiently addressing inquiries and delivering tailored solutions.
- Collaborated with cross-functional teams, including Google Play and YouTube, to resolve complex user issues and ensure service integration.
- Analyzed user feedback to identify trends and improve support processes and service quality.
- Conducted training for new team members, enhancing team skills and support quality.
- Fostered a positive team culture through mentoring and open communication, improving collaboration.
- Recognized for outstanding service with multiple commendations from management.
Process Associate (contract role)
Amazon development center India pvt ltd
04.2020 - 01.2021
- Provided live chat support to global customers (UK, USA, Australia, India), resolving issues via email and chat platforms.
- Consistently ranked top in quality and productivity, boosting customer satisfaction through high CSAT ratings.
- Reduced customer complaints by utilizing strong communication and problem-solving skills.
- Escalated complex issues to appropriate teams, ensuring prompt resolution and clear user communication.
- Analyzed customer feedback and data, driving improvements in support processes and service delivery.
- Generated and presented reports on support metrics, offering insights to inform strategic decisions.
- Contributed to internal knowledge base and FAQs, enhancing resource accessibility for customers and staff.
- Actively participated in team meetings, proposing process improvements and strategies for better customer engagement.
- Recognized for excellence in service and teamwork, demonstrating a strong commitment to customer satisfaction.
Education
MBA - Finance
Academy of Management Studies
Hyderabad, Telangana01.2021
Graduate - Commerce
Shantiniketan Womens Degree and PG college
Hyderabad, Telangana05.2018
Skills
- Business Analysis & Market Research
- Client Relationship Management
- Project & Change Management
- Stakeholder Collaboration & Training
- Data Analysis & Root Cause Identification
- Quality Assurance & Process Improvement
- User Acceptance Testing (UAT)
- Cloud-Based Dealer Management Systems (DMS)
- CRM & Workflow Management, Salesforce & workday
- SOP Development & Knowledge Management
- MS Office Suite (Excel, Word, PowerPoint)
- Leadership & Time Management
Major Milestones
Leadership & Excellence Award
UNIFY - Cloud-Based Dealer Management System (DMS)
- Led and took full ownership of the newly transitioned UNIFY project, ensuring a seamless onboarding experience for CDK users by collaborating with multiple product and development teams.
- Recognized at the organizational level for exemplifying all core company values, demonstrating top-tier leadership, and proactively driving innovative solutions that enhanced team efficiency and success.
- Supported the company during two major cyber incidents by proactively validating critical customer data to ensure accuracy and safety. Took ownership of high-impact dealer accounts, helping restore system integrity during crisis periods. Recognized with the Reliable Employee Award by the Executive Leadership Team and Directors for exceptional dedication and contribution during the recovery process.
Awards
- Outstanding Achievement – ELT Program: Recognized for successfully leading newly transitioned processes with a high success rate.
- Best Performance Award: Honored for excellence across multiple projects.
- Applause & Spot Awards: Received multiple recognitions for outstanding contributions.
- Process Innovation & Standardization: Acknowledged for impactful ideas in Accounting Standardization, AVSV Model, Process Automation, KMS Program, and Quality Assurance.
- Mentorship Recognition: Appreciated by new hires and management for effective guidance.
- Cross-Functional Excellence: Recognized by various teams for driving collaboration and delivering results-driven outcomes.
- Multiple Awards: Honored with “Game Changer,” “Shining Star,” and “Hat Tip” awards for exceptional performance.
Timeline
Senior Implementation Consultant
CDK Global India Pvt Ltd
11.2022 - Current
Process Associate
Genpact
03.2021 - 11.2022
Process Associate (contract role)
Amazon development center India pvt ltd
04.2020 - 01.2021
Graduate - Commerce
Shantiniketan Womens Degree and PG college
MBA - Finance
Academy of Management Studies
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