Prajkta Malvankar

 PROCESS CONSULTING, BUSINESS ANALYSIS & PROJECT MANAGEMENT Provide strategic guidance, implement service design, process change & improvement, business analysis & project management capabilities to fuel success of Consulting Engagements. Performance-driven leader with 10+ years of International experience in process consulting, project management and developing a startup. Proven to excel in a position requiring strong analytical, conceptual, business development and project planning capabilities. A quick learner who likes working collaboratively with people from varied personal and professional backgrounds to achieve common goals. Recognized for excellent Customer Relationship Management, Stakeholder Engagement, Leadership, Time Management skills and Interpersonal Communication Skills to meet the needs of diverse operating environments. Currently looking to resume my professional career after a break. Management Skills: Business Development, Business Analysis, Process Design, Process Change & Improvement, Project Planning &, Agile Project Management, Supporting Product Launch, , Team Management (Direct & Virtual), and Change Control. Technical Skills: Tools: ARIS, MS Visio, Rational Rose, MS Project, MS Excel. Service Design, Service Transition & Service Operation life cycle. Domain Skills: Telecom: eTOM framework, NGOSS, Service Fulfillment & Service Assurance cycle for Ethernet Data Services & Broadband products. Professional Certifications: ITIL v3 foundation, Prince2 foundation. Relevant Projects Summary & Roles Performed: Professional Experience In Detail Kidz Atheneum - Project: Kidz Atheneum Client: Own Start – up Desc: Conceptualization, planning, designing, set up and execution of Reading level based book rental library for children aged 0 to 9 years age. An online subscription model-based book rental with door step delivery and pick up. __________________________________________________________________________________________________ Role: Founder, Business Development & Operations, Sales & Marketing & Customer Experience As the founder, identified gap in market, conceptualized and designed a unique - “Reading Schemes based - English books” rental service with door step delivery and pick up. Logo Designing, Website designing, content writing, Kids incentive tools and website launch for Mumbai operations. Designing and handling operations from Client subscription to books delivery & return. Engaging with existing customers to improve customer experience and working on new customer acquisition to increase footprint. Infosys Technologies Ltd – UK (British Telecom, UK) - Project: 21C - Business Process Design & Improvement & BPMS Desc: Define eTOM & ITIL compliant processes and solutions for various products in UK Wholesale Market. Ability to deliver better ‘customer to market focus’ products due to well-aligned processes and systems at the back-end. Enable faster ‘Concept-to-market’ capabilities. Involved in defining high level process up to low level procedures and also achieve continuous measurable improvements in process performance. Role: Senior Consultant (Roles also included – Project Manager, Client Interface Manager & Stakeholder Manager) As a Lead Process Designer working as part of Cross Functional team using Agile Methodology studied business cases, performed requirements gathering and defined process workflows with close interaction with Solution design team and OSS/BSS design team to ensure the delivery of quality, timely, robust and compliant solutions. As a Lead Process Designer, designed end-to-end process (Service Fulfillment & Service Assurance) and KPIs for new products in 21st Century Data Services arena to be launched in the Wholesale market and modeled the end-to-end process (up to Level E) using ARIS process modeling tool, also as-is process and to-be swim lane process mapping. Identified areas of poor/inefficient operational process performance and define workarounds for gaps found in OSS/BSS and develop improvement initiatives to improve Right First Time (RFT) and Customer Experience. Defined functional and keystroke procedure/ work instructions to support Customer Service Operations for new 21C Product launch. As a Project Manager mentored & facilitated team members, conducted team building exercises, trained new joiners, streamlined transition & induction plans, project planning & execution, status reporting, change control, impact assessment, effort estimation, budgeting & billing, scope & risk management, and performed project & team performance management. As a Client Interface Manager established a stable onsite/offshore team aligned as per client goals, identified business growth opportunities and built a strong client relationship. As a Stakeholder Engagement Manager conducted process walkthroughs, obtaining process sign off from Service Manager & Product Manager, identified pain points and also suggestions for enhancement. As First line of Design Support provided process guidance & support for Service Operations handling these new products, Testing teams (IVV&T, UAT and First Order Acceptance testing). As part of internal Infosys Business Development worked on creating a generic process framework to be implemented for any Service Provider & supported Pre-sales team on creating new business proposals. Infosys Technologies Ltd – India (VeriSign, USA ) - Project: VeriSign Communication Services - RoamerView & VeriSign Payment Services Desc: RoamerView : Design, Development & Deployment of roaming visibility tool that provides wireless carriers the ability to monitor roaming activity in near real-time to identify potential issues. This covered both IS41 and GSM networks. VPS: Design, Development & deployment of a payment gateway which is Internet-based real-time platform for online payment authorization and management. The project involved Design, Development, Implementation, Deployment, Production Support, Maintenance and Testing. Role: Lead Analyst (Roles also included – Incident Manager/Problem Manager/Release Manager/Configuration Manager) Preparing & Reviewing business case, deriving functional and technical specifications, defining Class & Sequence diagrams to demonstrate the process flow using Rational Rose. Independently handled Configuration Management & Deployment Management to ensure correct releases are deployed in test and live environment. Also, supported effective Incident Management & Release Independently handled effective Incident Management, Problem Management & Release Management by performing defect & impact analysis, identifying workarounds and tracking problem to closure by ensuring quick turnaround time to support real-time platform. Performed process performance analysis; and tuning for optimization. Performed defect analysis; ensured quick turnaround time for defects and issues on launch of RoamerView product; performed performance tuning for optimization. Preparation & execution of Test plans, conducting test plan & code reviews of team members and also programming in C# & VB.NET. Mentoring team members on various activities undertaken in the project for better client experience. Stream Tracmail Ltd, India. (Hewlett Packard) - Project: HP Pavilion Support Desc: Handling customer queries for HP Pavilion Series PC and troubleshooting them in SLA timescales as part of Customer Service Operations. Role: Support Service Representative Provided technical support to end users of HP Pavilion Series, troubleshoot queries in short response time under high quality guidelines and SLA timescales. Handled unhappy customer escalations and provided knowledge support for junior team members. Achievements Received positive reviews & feedback on Kidz Atheneum FB page/ Baby Chakra etc. from customers for bringing visible positive changes in their kids’ English literacy skills Received BT’s One IT Recognition for my role of First Line of Design Support for Operations. Received Infosys Spot Award for designing and implementing innovative team building exercise for building strong relationship between onshore/offshore team members and also mentoring on soft skills. Received multiple appreciations by all work package leads worked within BT for my role as Process Consultant citing in-depth knowledge of Data Services, understanding of process framework, quick turnaround time, innovative, presentation skills as key strengths. Was Cultural Secretary of my college in B.E.(3rd Year). Also, currently active cultural member of conducting various cultural events in our big residential complex. Education Graduated in Bachelor of Electronics Engineering (B.E.) with 1st class from DMCoE, Mumbai University, India. ITIL v3 foundation with 90%, Prince 2 foundation