Thelma Pinto
Project Management | Operations Management | Healthcare IT | Leadership
- Role
- Team Lead - Csat at eClinicalWorks
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Thelma Pinto
I am a result-oriented professional delivering 18 years of career success in Project & …
Experience
Team Lead - Csat
Oct 2013 — Present · Mumbai, IN
Developing project baselines; monitoring & controlling projects to cost, resource deployment, time overruns, and quality compliance for ensuring its satisfactory execution• Coordinating & monitoring project activities and managing the complete project management cycle entailing requirement gathering and final execution of projects• Mapping client’s requirements and providing them best solutions involving evaluation & definition of the scope of the project & finalization of project requirements• Fixing deadlines and target program of work for all projects and directing the execution team to finish the project in time & troubleshooting the all over problems with deployment of suitable manpower, equipment, and materials• Running several operations including KPIs, SLA Management (Service Level Agreement), Volumes Management, Team Utilization, C-SAT (Customer Satisfaction), Capacity Planning, Attrition Rate and RCAs (Root Cause Analysis), HeadCount and Forecasting, Unit-Time Review and Training Needs• Managing Financial & Service Level goals for the team:o Maintaining maximum buffer % based on the billable FTE counto Guaranteeing zero revenue leakage • Planning & executing employee engagement activities• Implementing effective measures to reduce TAT; developing new procedures & processes to streamline operations and enhance service efficiency• Managing day-to-day operations to ensure smooth migration through opportunity identification in collaboration with process experts for process improvisation• Setting up targets, SOP & SLA, establishing and maintaining Quality & Productivity goals & planning for the process
Education
Shreemati Nathibai Damodar Thackersey Women's University
Bachelor of Commerce (B.Com.)
Skills
- Vendor Management
- Quality Assurance
- Bpo
- Operations Management
- Management
- Quality Management
- Service Delivery Management
- Business Process
- Service Delivery
- Project Management
- People Skills
- Team Management
- Transition Management
- Customer Service
- Training
- Customer Satisfaction
- Service Desk Management
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