Udita Pramanik
Bengaluru
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
Work History
Program Manager
TerraPay
10.2023 - Current
- Identified opportunities for growth by exploring new markets or introducing innovative products and services.
- Developed and maintained relationships with clients to understand their needs and provide solutions.
- Participated in design reviews to ensure usability standards are being met throughout the product development cycle.
- Developed product roadmaps to help guide the development of new products.
- Managed cross-functional teams across departments, including engineering, marketing, and sales.
- Established effective communication channels between teams, departments and management.
- Organized regular team meetings to discuss progress, issues or changes in workflows.
Senior Automation Specialist
Phonepe Pvt Ltd
Bengaluru
06.2021 - 10.2023
- Customer Bot configuration and testing in two phase Functional and Localization in Fresh Bot environment creating API using Json generator.
- UAP testing is done to validate key elements in terms of Fresh Bot (Ticket Details segment). This is required to compare the expected performance vs the executed performance.
- Managed, troubleshoot and improved automation programs.
- Set up automation frameworks, tools and methodology to assist future users and streamline automation.
- Communicated automation test results to team members and highlighted potential risks.
- Created concept and control drawings to satisfy stakeholder automation requirements.
- Ran automation scripts using FreshBot to maintain organizational efficiency.
- Designed and implemented efficient strategies for converting current applications.
Subject Matter Expert
PhonePe Private Limited
Bengaluru
10.2019 - 05.2021
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Monitored operations and reviewed records and metrics to understand company performance.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Analyzed key performance indicators to identify effective strategies.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Implemented strategies to take advantage of new opportunities.
- Assisted in developing and refining standard operating procedures for various process for improving CX-Experience.
- Led analysis of key production metrics in AHT, Quality, CSAT to develop executive summaries and suggest procedural modifications to optimize productivity.
- Advised on hiring, development and management of in-house team.
- Oversaw implementation of Avaya, Ubona, Freshdesk to improve workflows and reduce turnaround times.
- Maintained positive working relationship with fellow staff and management.
- Coordinated corrective action teams to resolve high level issues for customers.
Operations Specialist
PhonePe Private Limited
12.2017 - 10.2019
- Resolved complex customer’s problems, saved valuable time, and increased productivity in the organization
- Developed problem solving skills through helping customers with moderate to difficult banking issues, Application issues and other concerns
- Consistently surpassed the accuracy and productivity goals of more than 100%
- Consistently exceeded the correspondence quality goal of 95% accuracy
- Reviewed error reports on a regular basis
- Research on errors and collaborate with internal group owners to resolve those errors
- Determine root cause and modify procedures when necessary
- Developed and implemented a quality improvement process, including colleague training to drive 100% quality in their responses
- Gained the ability to ensure optimal departmental performance in absence of assigned staff
- Good organizational skills with ability to work effectively with co-workers
- Handled and resolved escalated issues in priority from Managers to guarantee customer satisfaction while maintaining standards and policies of both the company and the customers.
Education
Master Of Technology - IT (NETWORKING)
VIT UNIVERSITY
VELLORE05.2017
Bachelor Of Technology - COMPUTER SCIENCE AND ENGINEERING
DR. B C ROY ENGINEERING COLLEGE
DURGAPUR05.2015
PURE SCIENCE
HEMSHEELA MODEL SCHOOL(CBSE)
DURGAPUR03.2011
10th - General
CARMEL CONVENT HIGH SCHOOL(ICSE)
DURGAPUR03.2009
Skills
- Testing Script Development
- Data Analytics
- Project Management
- Script Configuration
- Automation Process Design
- Team Management
- Critical Thinking
- Supervision & Leadership
- People Skills
- Team Building
- Content Management Expertise
- Data Management
- Strategic Planning
- Partnership Development
- Client Services
- Special projects
Timeline
Program Manager
TerraPay
10.2023 - Current
Senior Automation Specialist
Phonepe Pvt Ltd
06.2021 - 10.2023
Subject Matter Expert
PhonePe Private Limited
10.2019 - 05.2021
Operations Specialist
PhonePe Private Limited
12.2017 - 10.2019
Master Of Technology - IT (NETWORKING)
VIT UNIVERSITY
Bachelor Of Technology - COMPUTER SCIENCE AND ENGINEERING
DR. B C ROY ENGINEERING COLLEGE
PURE SCIENCE
HEMSHEELA MODEL SCHOOL(CBSE)
10th - General
CARMEL CONVENT HIGH SCHOOL(ICSE)
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