Maggie Prakash (Mangalashree) Email & Phone Number

Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

• Handle customer enquiries/complaints, investigate, respond and provide solutions within the required timeframes in compliance with the company policy/ Service level Agreement.
• Provide floor support to address queries of the team.
• Engage customers/clients deeply and build a professional rapport with them over the phone.
• Escalate customer service issues and complaints.
• Actively listen to calls whilst using multiple computer operating systems including Microsoft applications.
• Strive to achieve Key Performance Indicators (KPI’s).

Melbourne, Australia

• Using MS project, developed project plan for all the business process development and improvement activities, scheduled estimates, identified internal and external dependencies.
• Organized meetings and recorded Minutes of Meetings (MoM) and circulated to the team.
• Developed standard communication workflow to send standard communications and operational reminders to the Australia and New Zealand business users.
• Developed standard communication and operational reminder templates on server maintenance, network outage, power outage etc.
• Involved in analysis of applications used by both companies – ACE and Chubb Insurance. Includes analysis of application integrations, access information, password information and support team (Front end and back end).
• Performed Process modelling of IT processes as a part of merge of two major companies – Chubb Insurance and ACE Insurance.

Bangalore, India

• Worked with various business stakeholders including ‘Clients’, ‘Directors’ and ‘Project Executives’ to coordinate projects. Created Project documents, Workflows, Project Estimation, Release Notes etc.
• Tracked project progress, defects, changes, risks and issues. Tracked timesheet and expense of the project team members.
• Developed portfolio analysis reports/dashboards for all the projects/engagements on key performance indicators (KPI’s) and sent to the senior management team.
• As part of ‘Process Improvement’ I have developed 11 standard quality management practices.
• Developed quality review tool using advanced MS Excel consisting 35 set of Program, Project and Service Management practices.
• Worked with Global Risk Management Team to identify High Risk and Watch list Engagements and developed risk assessment reports.

Bangalore, India

• Using MS project, developed project plans, schedule estimates, identified internal and external dependencies.
• Tracked project progress, defects, changes, risks, timesheets, expense reports and issues.
• Developed quality assurance reports, dashboards on KPI’s.
• Responsible for process development, improvement, implementation, and institutionalization of all organization wide processes.
• Responsible for monitoring and maintaining ‘Service Level Management’ processes and procedures consistently, to make sure projects are in compliance with contractual obligations.
• As an ‘Internal Auditor’ I audited several projects to comply for ISO and CMMI Standards.

Bangalore, India

• As part of ‘Project Coordination’ assisted managers in the development of the work breakdown structure and identified internal and external dependencies.
• As an ‘Internal Auditor’ I have facilitated and conducted internal quality audits complying with ISO and CMMI Standards.
• Developed portfolio reports, quality assurance reports, dashboards on key process areas and key performance indicators (KPI’s) and projected to the senior management.
• Tracked metrics and measurements for the projects and arrived at metrics analysis report and process capability baselines.
• Responsible for process design, development, improvement, implementation, and institutionalization of all organization wide assets.
• Responsible for monitoring and maintaining quality and compliance targets.

Bangalore, India

• Responsible for client interaction and gathering requirements for calibration of equipment’s.
• Responsible for design, development, monitoring and maintenance of all processes that are part of Quality Management System, also developed technical reports and user guides.
• Managed 5 member team and was responsible for calibration department.
• Facilitated and involved in IS0/IEC/17025:2005, ISO 9001:2000 external audits.
• Performed the calibration of Torque, Force, Pressure, Mass, density, and volume equipment’s.