Sridevi Thomas

Sridevi Thomas Mobile No. : (- E-mail:- Operations, Workflow, Project Management, Business Analysis, Customer Care and Support Shared Services Professional Synopsis A result oriented Post-graduate and Prince2 professional with over 4 years of exposure in Financial Services, Consulting, Operations, and Shared Services. Expertise in operations, workflow, implementation and project management, branding and designing, business analysis, customer care, call taking and evaluation, risk management and fraud management, and driving strategically focused process and projects for improvement. Varied levels of exposure in learning & development, quality analysis and work force management. Demonstrated excellence in developing, strengthening and driving organizational initiatives across diverse stakeholders including direct teams, cross-functional resources, channel partners and customers. Pivotal Strengths ❑ Strong Analytical skills Process enhancement, documentation and Analysis ❑ Working with remote teams Ability to harness all available resources for process/project completion ❑ Self –starter with high level of motivation Ability to manage and lead projects of different sizes Core Competencies Team and People Management ❑ Leading, mentoring & monitoring the performance of the process/projects/programs to ensure efficiency in process operations and meeting of individual & group targets. ❑ Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members. Project Management ❑ Coordinating integration with service delivery and support functions viz. Operations, Quality, and Training for Process improvement projects impacting critical aspects of Client. ❑ Assessing viability of projects, allocating available resources and monitoring project status with hawk eye to enhance acceptance ratio. ❑ Training new hires to work on projects using pre-defined tools. Client Management ❑ Coordinating with clients and updating project status on progress on timely basis ❑ Identifying and developing processes for improvement and maintaining relationships with clients to achieve results ❑ Maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets. Motivating the team to achieve business targets. ❑ To initiate and implement projects to add value to business Quality Analysis ❑ Identifying and developing processes for improvement and maintaining relationships with clients to achieve results ❑ Proficiency in Call Monitoring and Analysis auditing agents in key areas like Customer skills. ❑ Analysis of Customers Feedback and providing appropriate feedback to improve the overall performance of the team. ❑ Lead Internal Call Calibration and External Call Calibration for India and US. Organizational Summary Operations, Workflow, Implementation/Process and Project Management in Deloitte Support Service India. Hyderabad, India Worked as a Senior Project Coordinator in Document and Creative Services, and Administrative Business Center for Deloitte Support Service India Private Limited (January 2016 to 2021) ❑ Effectively assigned the work to a team of specialists of 150 members who would work on and deliver Static and Multimedia projects based on Microsoft and Adobe applications, which include Finance Services, Creative ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ ❑ Services, Designing, Branding, HealthCare, Engagement Management, Risk Management and fraud management, CRM, Clients, Industries, Marketing materials, Proposals, and administrative services. Dealing projects from start to end. Assess project requests, ensuring that all information necessary for the successful completion of the project is supplied and accurate. Ensure that requests align with firm policies and brand standards. Rapport building with internal and external stakeholder. Communicating and solving problems of stakeholders over emails/chats/calls pertaining to workflow and service level business. Take critical decisions for irritated customers keeping in mind of the profitability of the company and the client. Ensure optimum utilization of in-house resources and vendors to enhance process/project efficacy. Interact with clients to ascertain request/project requirements and negotiating deadlines when necessary. Liaison with clients, internal teams and external vendors to move a process/project to green status. Monitor quality of the requests/projects and evaluate the calls of the team members whenever it is required. Brainstorm on process innovations to enhance process/project profitability by reducing cost or time duration. Estimate time required, assigned resources to requests/projects based on skill sets and availability. Prioritized requests/projects based on due dates and time estimates. Ensure clear communication of client requirements via the online skill management tools. Review request/project specifications and client expectations and/or assigned professionals as necessary. Monitor deadlines and ensure timely delivery. Perform quality check on select requests/projects prior to submission to customer review. Involved in training new team members with the internal tools, applications and process-related work. Member of National Management/Coordination/SOP/Predefined Work Note Committees, I am responsible for coordinating with peers in U.S. and address issues related to process and procedures. Build new or modify existing SOPs based on requirements and come to resolve after general consensus. Implementing/Testing of Artificial Intelligence (AI). Worked and implementation of BOT. Kudos ❑ Got Kudos several times for coordinating on various projects and for people’s management role. ❑ Spot and Applause Awards ❑ Got Spot Awards and Service Excellence awards for coordinating on various and critical projects. ❑ Got Applause Awards for testing, implementing and training ❑ ServiceDesk and ServiceNow to the whole team. ❑ Got Awards for testing, implementing and training BOT (AI) to the whole team. Appreciation Emails from the Clients ❑ Got several emails from the clients and customers for the good work and meeting their deadlines in crucial times and busy season. Academic Profile ❑ Certified in Prince2 (Practitioner and Foundation – Project Management) ❑ Master’s Degree in Arts (English) from Osmania University ❑ Bachelor’s Degree in Life Sciences from Osmania University Software Skills ❑ Microsoft Word, Excel, PDF, PowerPoint, HTML email, SharePoint, Service Desk, ServiceNow. ❑ Certified Microsoft Office Specialist in Word and Excel 2010.