avkagarwal@gmail.comin.linkedin.com/in/meetaakash

EXPERIENCE ASSOCIATE PROCESS MANAGER | ECLERX SERVICES LTD. | BOMBAY

JUNE 2013 – TILL DATE

RESPONSIBILITIES

PROCESS MANAGEMENT

Spearheading the operations of 11 processes and fostering 40 analysts/team leads to help them in fielding a global computer technology client in activities around OEM & 3rd Party Enterprise Product management, Order returns/placing, Quote renewals, Returns processing & Spend Management in its in-house/Vendor tools

Overseeing transactional processing and ensuring a flawless workflow Identifying & heading the creation of automations/dashboards which were plugged

in to replace manual intervention Arbitrating client escalations, derive root cause for potential errors if any and work

towards mitigating them Overhauled the time tracking mechanism among team members to reflect

authentic client funded bandwidth consumption; resulting into one full FTE giveback to the client

Identifying and ensuring discontinuation of non-value adding activities Streamlined & deploying backups and cross trained resources within the teams to

prevent incremental headcounts - thus conserving cost for the client

CLIENT MANAGEMENT

Working with 9 different clients within the same org. - interacting with them on a weekly basis and handling their concerns

Liaising with onsite counterparts and working with them to understand and fulfill client requirement

Presenting business updates and work effort to clients during Regular Weekly/Monthly/Quarterly Business Reviews

Generating daily/weekly reports for Senior Management and high level Quarterly business reports which are portrayed to Executive Director level management

Pitching in ideas for work to the client which the teams could onboard and increase their funded utilization

Quantified bottlenecks in existing process and advocated clients to re-engineer the procedure to bring in efficiency

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TEAM MANAGEMENT

Established a work culture where all 11 teams worked together as one – helping each other in any task when required and coordinating among themselves to solve a common problem

Empowered team leads to manage their daily operations independently thus discouraging a micro-management culture

Strengthening succession planning by delegating tasks to team leads Conducting appraisal sessions to convey feedback, locate improvement areas for

the team and hearing out their concerns

COMPLIANCE

Creating click level process flows and conduct FMEA – Feasibility study of process by breaking up execution steps to capture error occurrence, risk factors and suggest respective control measures

Monitoring changes and incorporating them in process documents to retain knowledge

Liaise with cross functional teams (Human Resources, Admin, Quality) whenever required

EDUCATION MAHARAJA AGRASEN VIDYALAYA | AHMEDABAD | S.S.C | 2005

Specialization Subjects - Mathematics, science, Social-science, English

Score – 77.33%

SYMBIOSIS COLLEGE OF ARTS, COMMERCE AND COMPUTER SCIENCE | PUNE | H.S.C | 2007

Specialization Subjects - Information Technology, English, Mathematics

Score – 64.67%

SYMBIOSIS COLLEGE OF ARTS, COMMERCE AND COMPUTER SCIENCE | PUNE | B.COM | 2010

Specialization Subjects - Cost and Works Accounting, Corporate Law, International Economics

Score – 65.00%

SADHANA CENTRE FOR MANAGEMENT AND LEADERSHIP DEVELOPMENT | PUNE | MBA | 2013

Specialization - Marketing

Score – 3.26/5.00

COLLEGE PROJECTS Mystery Shopping Students Placements Cell - SCMLD Institute Audit – SCMLD Voluntary Teaching – Jagriti Foundation (SCMLD’s in-house NGO) National and Mini Seminars

CERTIFICATIONS Stock Market Basics

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Big Data Hadoop Certification - Pursuing

TECHNICAL COMPETENCIES

Working knowledge of the following technologies/applications:

Basic MS SQL

Ariba Procurement Tool

Salesforce

MS Office Suite

MS Visio

Basic SPSS

INTERESTS Voracious reader

Avid PC gamer

Amateur dancer and singer

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