Shiny Vaz
Team Leader
Chennai
Summary
16+ years of rich experience spread across as Associate in IT Business operations, Customer service, people management & training.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Analyst/Team Leader
Cognizant Technology Solutions
03.2013 - Current
- I worked on different projects from March 2013 onwards and gained vast knowledge in customer service, credentialing, payroll processing, IT support functions (PMO), and people management.
- KEY RESPONSIBILITIES:
- Understand the strategic objectives of the business unit. Work closely with the business to collect process requirements. Work in collaboration with the BUs to track and follow up on the functional requirements, planning model, and analyze and simulate current processes and designs.
- Helping the account team to fulfill the demand fast.
- Plan and coordinate for obtaining data required for different functional areas, reporting, and analysis.
- Pull reports from various portals for analysis. Also, update and maintain internal portals.
- Report and aid in the analysis of the quarterly, monthly, and weekly performance for the BU.
- Provide data on specific functional areas to senior team members during engagements, Process Improvement.
- Responsible for being a subject matter expert for various system functionalities and processes.
- Provide inputs to the leads to drive continuous improvements in processes and knowledge management.
- Conduct functional training sessions/webinars to impart knowledge to relevant participants.
- Demand validation and cleaning demands.
- Panels collation and consolidation for conducting external drives.
- Creating reports and PPTs to represent the SO status and fulfillment challenges.
- Mentored junior analysts, fostering skill development and enhancing team capabilities in data analysis and reporting.
- Managed project timelines and deliverables, ensuring accountability and successful completion of strategic objectives.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
- Enhanced report accuracy, conducting thorough data audits on regular basis.
- Reduced errors in data entry, instituting rigorous quality control checks.
Business Operations Analyst
Tech Data, Canada
08.2016 - 07.2020
- Authorizing customers to purchase Tech Data products.
- Processing the Incentive and bonus for the sales team members.
- Creating Monthly Reports relating to employee payment and getting it confirmed.
- Processing Quarterly Payments for all unique vendors.
- Generating Pricelist Report daily and monthly basis.
- Monitoring Remote Desktops and Fault Analysis.
- Creating and Updating MS Access Reports on weekly, monthly, and daily basis.
- Period: Aug 2016 – July 2020
- Role: Business Operations Analyst
- Project: Tech Data, Canada
PMO Analyst
Lloyds Banking Group
05.2015 - 08.2015
- Data collection for Weekly MI reports like STUDY outcomes and EOTR outcomes from Architects & Tower leads
- Attend Weekly delivery dashboard calls with client to get the latest RAG for ongoing projects.
- Weekly MI report preparation and share the initial version with Sr.Manangement and final version with client after review
- Participate in Weekly MI pack review with client & make the necessary changes accordingly.
- Interact with Sr.Management & update the MI pack
- Extract the defect dump from Quality Center using QC extract tool.
- Managing the Share point and share drive space for the Compliance and Monitoring
- Testing Application Urls
- Generating Pre-assessment log report, CSDA log, Resource by week report, Overhead booking report on a weekly basis
- Vulnerability Management (Related to testing issues)
- Period: May 2015 – Aug 2015
- Role: PMO Analyst
- Project: Lloyds Banking Group
Senior Process Executive
Aetna
03.2013 - 08.2014
- Handling calls
- Providing training to new associates
- Credentialing and re-credentialing for the US providers
- Period: Mar 2013 to August 2014
- Role: Senior Process Executive
- Project: Aetna
Senior Process Executive
TCS
01.2006 - 01.2009
- Imparting training to new Associates
- Handling inbound calls, sending emails and chat support.
- Coaching new team members
- Ensure that the new team members reach their targets.
- Providing feedback
- Period: 2006 to 2009, 2011 to 2012
- Role: Senior Process Executive
- Project: Telecom (Routing Analyst)
Education
Diploma - SQL
Executive M.B.A. - Bank Management
Kesan Business School
01.2011
Bachelor - Bank Management
Jaya College of Arts and Science
01.2005
Skills
Proficient in software tools Ms Excel, PowerPoint, Access
Strong written and interpersonal communication skills with the ability to lead a team
Ability to quickly learn new technologies
Excellent Communication & interpersonal skills
Goal Oriented
Good Team player
Process improvement
Customer service
Team leadership
Payroll processing
IT support functions
Resource allocation
Excel proficiency
Report preparation
Root-cause analysis
Team collaboration and leadership
Decision-making
Process enhancement
Time management
Certification
Scrum Master Certified, Six Sigma – Green Belt Certified and pursuing PMP.
Timeline
Business Operations Analyst
Tech Data, Canada
08.2016 - 07.2020
PMO Analyst
Lloyds Banking Group
05.2015 - 08.2015
Analyst/Team Leader
Cognizant Technology Solutions
03.2013 - Current
Senior Process Executive
Aetna
03.2013 - 08.2014
Senior Process Executive
TCS
01.2006 - 01.2009
Executive M.B.A. - Bank Management
Kesan Business School
Bachelor - Bank Management
Jaya College of Arts and Science