Maneesha Unnikrishnan Email & Phone Number

Berlin, De

Berlin, Germany

Berlin, Germany

•Responsible for optimizing the IT Management tribe across three major domains - Technology solutions, Infrastructure, and Customer care services, catering to over 8,000 internal users.•Designed and rolled out roadmaps for IT service delivery, focused on improvements in user satisfaction (>98%)•Designed and executed cost-reduction initiatives, through strategic planning and efficient resource management resulting in a 15% decrease in solution and service expenditures meetingfiscal OKRs•Evaluated and improved business processes by measuring key performance Indicators (KPIs), identifying inefficiencies, and implementing effective solutions•Contribute to the team for process improvements for better customer experience.•Spearheaded Customer satisfaction surveys(CSAT)to identify areas of improvement•Documented the processes and Procedures implemented for improving customer experience.•Optimized customer feedback loops such as NPS to ensure swift insights into product performance metrics to drive continual product enhancement and quality assurance.•Designed scalable processes and documentation for training and workshops to onboard customers.•Monitored and communicated the team’s progress to stakeholders, providing transparency, and managing expectations regarding delivery timelines.•Ensured service products adhered to all regulatory compliance requirements and industry standards.

Mumbai, Maharashtra, India

•Worked with B2B SaaS Product-TCS iON MFG CloudERP(Software Product)•Managed the complete product lifecycle from conception and market analysis to product development, go-live implementation, continuous performance review, and further rollout.•Assisted in the configuration and customization of ERP modules to meet business needs and requirements.•Supported testing activities, including regression testing, integration testing, and user acceptance testing and coordinated with QA team•Provided end-user training and support during implementation and post-implementation phases•Collaborated effectively with Customer Care teams, and other teams to define initiatives and solutions, resolving scope-related trade-offs to ensure project success.•Participate in cross-functional projects and initiatives to optimize business processes and drive innovation within the organization•Successfully translated business needs into system requirements, improving system performance by20%•Successfully worked with a team of developers, QA team, and testers to deliver a major software release, resulting in a 25%increase in customer satisfaction.•Shared knowledge within the organization's teams, promoting knowledge transfer through training, workshops, Confluence, and documentation.•Managed products from inception to launch, developing simple and sustainable solutions.•Experience in working with APIs and JSON files.