Pavan Kumar Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Roles & Responsibilities • Managing a team of 25 Machine Learning Data Associates• Analyze and measure associates work performance and take appropriate actions based on performance• Create Improvement plans to change overall work performance as needed• Manage & monitor performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Monitor and ensure daily KPIs are met to stay on track with monthly goals• Coordinated with different stakeholders to ensure there are no blockers to production• Handled site level Weekly and Monthly Quality callouts documentation for WBR and MBR with RCA /Action plan• Handling priority/critical work type like Speaker ID (EN IN /HI IN/EN_ANZ) Locales and ensuring Quality goal is met week on week, MTD & DSL• POC for Overturn Review Project to maintain 95% across different Orgs.• Daily connects with WFM for a day wise SLA (Service level agreement) completion & any roadblocks to complete the weekly ingestion• Driving DSL % (DA /Skill/Locale) Level % across multiple locales and to meet >95%

Telangana, India

Health & Welfare (Configuration Analyst) – A team that handles end to end benefits configuration of a client from implementation to services. Basically, working on query resolution sent by the client, HCM’s or PM’s related to one or multiple clients through a medium of service requests using Siebel application. Roles & Responsibilities:• Handling Health & Welfare Benefits Configuration Analyst Team with a team size of 20.• Interfaces with internal and external clients to resolve escalated issues and answering product and process questions. • Provides operational support for clients after the ADP product has gone into production with the client. • Identifying and resolving escalated client and production issues by conducting root cause analysis of the issue and working with the appropriate resource to resolve. • Identifying and reporting potential scope changes and opportunities to appropriate teams.• Preparing written communications such as status reports, project/internal correspondence, and functional specifications. • Created a global SharePoint Site that helps team to store training docs, SOP’s, Process Charts and any reports.• Scheduling weekly and monthly video conference calls with the business partners to share the progress of the team, any challenges or roadblocks, trainings to be conducted • Handling a project “Config Control” which will soon replace the current configuration tool, that helps configuration to be done with ease.• Maintaining monthly and quarterly dashboard sheet that will be shared during a one on one meet with the associate.• Communicating the requirements of configurations to the analyst and ensuring the output is driven by quality during the testing phase.• Conducted first level recruiting for backfills and new requisites • Publish daily, weekly and monthly stats to the team through Siebel.• Primary point of contact to ensure associate's transport/logistics details are updated

Telangana, India

For a period 2017 - 2018 was with the Knowledge base team got promoted as Consultant handled team of content writing specialist , their training , productivity management.And as opportunity came by accepted a role of handling a team with in H&W domain in Configuration Analyst Team effective 2018 as Assistant Manager.

Telangana, India

• Responsible for creating and maintaining Knowledge Base for different ADP benefit products and clients• Worked with internal and external clients to resolve content issues.• Responsible to design Knowledge Base pages as per the specific client requirement.• Worked closely with the SDM’s & CAE to know requirements for a client implementation.• Handled Technical issues related to creating a client page or content • Handled new projects for multiple products (H&W, TAM or standalone clients) Knowledge Base• Ensured that the Knowledge Base Tools and the other application are intact by working closely with the database teams• Worked with the client SDM /CAE to ensure the Knowledge Base is updated with required information.• Handled SR’s submitted by service center supervisor to have KB updated as and when there are any client changes.• Attended BU calls to know what their requirements are on the conversion project and updated them on the progress made on conversions and implementations• Actively participated in weekly calls to discuss process improvements and other KB related tasks.• Facilitated trainings for CAE’s and SDM’s to help them with the steps involved in the client page navigation.• Have ensured to complete all the critical updates and corrections within the TAT• Sharing Knowledge / Best practices with other Authoria Specialist across sites • As a part of client Implementation, have End-to-End ownership of a client from implementation to operations• Helped team members in resolving their queries while they convert the information or any application related questions.

Telangana, India

• Responsible for creating and maintaining Knowledge Base for different ADP benefit products and clients• Worked with internal and external clients to resolve content issues.• Responsible to design Knowledge Base pages as per the specific client requirement.• Worked closely with the SDM’s & CAE to know requirements for a client implementation.• Handled Technical issues related to creating a client page or content • Handled new projects for multiple products (H&W, TAM or standalone clients) Knowledge Base• Ensured that the Knowledge Base Tools and the other application are intact by working closely with the database teams• Worked with the client SDM /CAE to ensure the Knowledge Base is updated with required information.• Handled SR’s submitted by service center supervisor to have KB updated as and when there are any client changes.• Attended BU calls to know what their requirements are on the conversion project and updated them on the progress made on conversions and implementations• Actively participated in weekly calls to discuss process improvements and other KB related tasks.

Telangana, India

Telangana, India