Amber Bhatnagar

AMBER BHATNAGAR Contact No.:- ~ E-Mail:- In pursuit of challenging and enriching assignment in Operations Management/ Process Enhancement With an organization of high repute SNAPSHOT Presently associated with Annik Technology Services Pvt. Ltd, Gurgaon, as Assistant Manager A result oriented professional with almost 8 years of experience in managing process operations with an aim to accomplish corporate plans & goals successfully Proficient in running process operations & experience of developing procedures, service standards for business excellence. Instrumental in identifying gaps, reporting on quality trends, making recommendations for improving and enhancing the customer experience and understanding the unique drivers of the assigned LOB. An effective communicator with strong leadership, relationship management, coordination and analytical skills. Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs & managing cost-effective operations. EMPLOYMENT RECITAL Since June'14 with Annik Technology Services Pvt. Ltd, Gurgaon As Assistant Manager Aug’12 to May'14 with Celestial Systems Pvt. Ltd., NOIDA Sr. Business Research Analyst Nov’08 to Aug’12 with Annik Technology Services Pvt. Ltd., Gurgaon Last designated as Assistant Team Leader Growth Path: Nov’08 to July’09Jr. Data Analyst Aug’09 to March’11Data Analyst April’11 to Sep’12Sr. Data Analyst Oct’12 to Aug’13Asst. Team Leader Aug’13 to May'14 Sr. Business Research Analyst June'14 to Current Asst. Manager SKILL SET: Operations Management Extensive experience in managing process operations with an aim to accomplish corporate plans & goals successfully Setting up targets, SOP & SLA, maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets while planning process. Adept in implementing various quality, technology, automation and standardization initiatives to enhance operational efficiency A keen planner, strategist and implementer with deftness in identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members Skilled in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Adept in coordinating with internal/ external customers for running successful process operations and experience of implementing procedures and service standards for business excellence Proficient in swiftly ramping/ completing up projects with competent cross-functional skills and ensuring on time deliverables within pre-set cost parameters Self-motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management and customer relationship management Process Management Monitoring the overall functioning of processes and implementing adequate measures to maximize client & customer satisfaction level. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines. Customer Relationship Management Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels. Setting out quality standards for various operational areas, ensuring a high-quality customer/client experience while adhering to the SLA’s and work processes. Team Management Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. At Annik Technology Services Private Limited, Gurgaon Currently associated with Worlds’ biggest Software giant Microsoft, heading a team of 30+ FTE’s with 2 Team Leaders. Undertaken project management work across teams and manage deliverables to pre-set time lines and commitments. Translated Business Requirement Documents to Functional Specification Document and created project traceability metrics. Stakeholder Management across services to ensure consistent representation of numbers and improvements. Owned and drove end-to-end RoB (rhythm of the business) for internal and external Stakeholders. Collated, represented and analyzed performance data in order to identify improvement opportunities and help businesses build improvement action strategies. Identified performance improvement opportunities; make decisions on project management, prioritization of project improvement based on business requirements and drive improvement in a scientific and structured manner. Created various business scorecards to drive business reviews and adherence to action plan. Acts as escalation point for any customer servicing issues. Provide guidance and supervision to the direct reports for assigned project work; review the overall deliverables before it is reviewed by global teams. Guiding the team on the project transition, consistency in the process, metrics implementation and establishment of the reporting dashboard. Conducting executive level presentations to customers, internal leadership and stakeholders highlighting business results on a weekly/monthly basis. Took care of the Appraisal and Performance cycle for each resources reporting to me and also preparing them for the next level IJPs. Monthly one-on-ones with the team in order to build and develop the rapport with the reps and also handle their concerns/queries and their challenges so as to make sure the smooth functioning in the team At Celestial Systems Pvt. Ltd., NOIDA Focusing on various aspects of process improvement and driving process efficiency by reducing the waste and also streamlining the process map. Created a Streamlined Process Map using various steps based on SIPOC. Helped improve service quality by analyzing the CSAT monthly data of the process, implementing structured feedback pattern, and organizing sessions. Playing key role in managing the escalation queue, resolving level 2 customer issues. Responsible for leading a team of Junior & Senior Analysts conducting research and analysis for the business information database. Responsible for conducting research and analysis for the business information database. Handling Consulting & Business Research assignments related to a particular topic/sector Scripting research & industry reports, preparing presentation materials, best practices manual etc. Maintaining of Business Information Database covering key information related to companies Tracking of news/alerts related to Technology Sector Instrumental in monitoring and managing workflow ensuring delivery of research products within the time frames to the management At Annik Technology Services Private Limited, Gurgaon As Sr. Data Analyst Served as Floor Support as in when required. Conducting market research for Organizations, analysis of annual report, 10-k,Sec filings. Frequent user of Search Engines for Web Search\Market Research i.e. Google, Bing, Answers.com, etc. Company Profiling/ Data Profiling. Provides advanced analytic solutions to meet the Marketing and Sales business needs of Global subsidiaries and business groups. Accredited with Microsoft Clients for meeting overall quality parameters in 2009, 2010 and 2011 wherein in 2010 as Sr DA and 2012 as Asst. Team Leader. As Asst. Team Leader Managed the overall team performance and data. Working as a Help Desk for Microsoft License Users worldwide. Ensuring that the QA procedural document is up to date and suggest process improvement. Check to see if QA process is followed correctly by all the FTEs. Conduct regular 1x1 with the resources for process improvement opportunities. Preparing QA Feedback Sheet. Developing Weekly/ Monthly Quality Metrics for Senior Leadership Review. Seek explanation on low score surveys and maintain CSAT tracker. Provided regular feedback and coaching to the resources for their career and personal growth. Took care of the Appraisal and Performance cycle for each resources reporting to me and also preparing them for the next level IJPs. ACADEMICS 2008B.Sc. from K.G.K. College (Bareilly University). 2004 12th from R.N. Inter College, Moradabad (U.P. Board). 200210th from R.N. Inter College, Moradabad (U.P. Board). PERSONAL DOSSIER Date of Birth:27th August, 1986 Contact Address:A-17, Upper Ground Floor, Rajapuri Gali No 1, Uttam Nagar, Delhi-110059 Location Preference:Delhi/ NCR