Srinivasan R
Specialist - Process and Program Excellence
Chennai
Summary
Experienced PMP-trained project manager skilled in data-driven approaches and Agile methodologies for project execution. Background includes quality management, continuous improvement, Lean Six Sigma principles, and advanced analytics. Well-prepared to efficiently handle complex initiatives.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Specialist - Process and Program Excellence
Freshworks
10.2022 - Current
- Program-managed the implementation of an AI-driven solutioning tool for the customer support team, leading to a 25% reduction in average ticket response time.
- Developed a process in collaboration with the Customer Success Management (CSM) team to drive product upselling, resulting in an additional $1.5 million in H1'25.
- Improved the L1 and L2 resolution rates by 4% from 85% to 89% by streamlining the process and eliminating duplicate efforts.
- Increased the customer satisfaction scores from 89% to 94% by implementing a new customer service process.
- Reduced the Invalid ticket type changes post-resolution by 50%.
- Facilitated a Kaizen workshop that identified and eliminated process gaps, resulting in a 10% increase in productivity.
- Performed a study of ticket transfer policies and procedures to assess their effectiveness and identify areas for improvement.
- Documented and standardized the ticket lifecycle process, including the steps involved and the responsibilities of each team member.
- Developed and implemented a new ticket allocation and prioritization system.
- Centralized the inbound call process for all products.
- Created and implemented a new process for managing L1 and L2 SOPs, which made it easier to keep them up-to-date and aligned with changing business needs.
- Created a comprehensive SOP for ticket management, including allocation, prioritization, types, and resolution.
- Drove process improvements that enhanced Priority Support team utilization from 80% to 95%, maximizing team efficiency and resource allocation.
Projects Manager
Barclays
03.2021 - 10.2022
- Managed a broad range of project types such as business HR improvement, vendor selection, implementation, design and development.
- Accomplished software and automated end-to-end systems through software development life cycle (SDLC).
- Worked on project management and status reporting in Agile Methodology of Product Development.
- Operated with the product owners to come up with the set of user stories with the done criterion, clearly defined.
- Developed all as-is and to-be process flows using Visio, incorporating new system-enabled functionality enhancements.
- Defined business requirements and generate technical specifications for multiple ERP and CRM projects.
- Functioned as the primary liaison between the business line, operations, and the technical areas throughout the project cycle.
- Tracked work item status updates for items to ensure proper work assignment and project completion.
- Documented user guides and provided training to the different groups involved in the daily reporting process.
- Developed query databases to track and share the details of new hires.
- Maintained and improved relevant metrics showing the team's performance.
- Successfully on-boarded 700+ New hires with timely closure of Background screening.
- Establish manual data collection setup framework for the newly transitioned process from the US.
- Demonstrated high proficiency in meeting SLA requirements.
- Reconcile and balance transactions in detail. Escalate questions and discrepancies.
- Research, analyze, interpret, and document transactions and issues with minimal supervision, following standard Barclays procedures.
- Frequently share relevant information and updates with my peers and supervisors so that our team as a whole can benefit and stay on track and informed.
Business Analyst
Cognizant
07.2015 - 05.2020
- Manage the planning and development of design and delivery for metrics reports.
- Performed various analyses to efficiently increase the service of the organization.
- Successfully interpreted data to draw conclusions for managerial action and strategy.
- Setting up data collection and analytics team.
- Implemented various performance dashboards Using Business Intelligence Tools such as Tableau, Qlikview and For various BU’s.
- Perform Requirement gathering, coordinate the development of the tool, Perform UAT and Give Demo to the delivery leaders.
- Taken part in internal audits of various projects to ensure all the requirements of clients are met without overcoming the companies’ quality policies.
- Met with leaders to ensure the scorecards were meeting their business needs and made improvements to streamline the process and increase effectiveness.
- Perform regular maintenance to optimize the performance of dashboards and make the charts easily understandable.
- Have done various sub-contract margin impact analyses for cab cost reduction, AMEX Delinquency charge reduction and RAMS cost reduction which resulted in $2,000,000/Yr savings.
- Have reduced the impact of vacant seat cost on the budget which benefited $850,000/Yr.
- Have done various revenue-impacting analyses to reduce the overall cost incurred in non-value-added activities which resulted in savings of $600,000/Yr.
- The overall SO-to-bill timeline across the organization was reduced by 5 days from 20 days to 15 days.
- Analyzed the TAT in offer to join and implemented solutions which reduced the TAT from 90 days to 70 days.
- Structuring of PMOSS Work bench tool which tracked the flow of various invoices from Contract to Cash for various verticals.
- Structuring the submission mode capturing in the PMOSS Workbench tool, which is now used to track the not-submitted invoices and helping the finance team to take action with the account managers to get that submitted.
- Implemented C2C and Recruitment dashboards using Qliksense.
- Predicted the candidate excitement index for a new joiner which had a 92% accuracy.
- Predicting the month-end DSO and helping the collection team fix the collection target based on the target DSO set by the organization.
- Implemented a new mailbox management tool Digital Operation Fabric for Corporate Shared services. Which has reduced the operating time for a request from 10 mins to 6 mins.
Data Analyst
Cognizant
01.2015 - 12.2015
- Successfully handled and delivered complex Data for BCBSMN clients within the stipulated time.
- Managed and restructured templates of various activities to make the process easily understandable for new joiners.
- Individually developed automations by using formulas in Excel, which reduced Time-consuming and manual effort for the Client.
- Performing Impact Analysis to identify the modules impacting the Business Request initiated by the client.
- Perform regular maintenance to optimize the performance of Excel formulas and make the charts easily understandable.
- Worked in Dynatrace tool, which is used to monitor the performance of an application and to generate various types of dashboards and charts.
Education
B.E. - Mechanical Engineering
Jawahar Engineering College
01.2010 - 01.2014
Class XII - undefined
Little Oxford Matriculation Higher Secondary School
01.2009 - 01.2010
Class X - undefined
Sri Sathya Sai Institute of Educare
01.2007 - 01.2008
Skills
Lean Six Sigma Blackbelt
Project Management Professional (PMP)
Recruitment
Contract to Cash
Excel
JIRA, VISIO & Lucid Charts
Oracle BI & SQL
Freshdesk
Accomplishments
- Apex of the QPEX - H2 2024
- Recognized by senior leaders for Drive and Excellence through Recognition at Barclays – 2021.
- Innovation and Automation Award H2-2019.
Interests
Cricket
Movies
Elon Musk
Mobile Phones
Personal Information
Date of Birth: 12/02/92
Timeline
Specialist - Process and Program Excellence
Freshworks
10.2022 - Current
Projects Manager
Barclays
03.2021 - 10.2022
Business Analyst
Cognizant
07.2015 - 05.2020
Data Analyst
Cognizant
01.2015 - 12.2015
B.E. - Mechanical Engineering
Jawahar Engineering College
01.2010 - 01.2014
Class XII - undefined
Little Oxford Matriculation Higher Secondary School
01.2009 - 01.2010
Class X - undefined
Sri Sathya Sai Institute of Educare
01.2007 - 01.2008