Vrushali Khanolkar

An Agile Leader who excels in Project management, People Development and leadership. Brings 17 years of extensive experience along with Master’s Degree in Business Management from Jamnalal Bajaj Institute. Meeting project objectives and converting project goals into reality. Carry a proven track record of People Devlopment, Project Deliveries, CSAT, Cost minimization and Revenue generation, Risk Management and People Engagement to achieve company goals.

HERE Technologies

Project Delivery Lead - Aug 2017 – Till Date

• Manages projects and ensures timely delivery with required quality by effective monitoring, cross skilling, and control with strong project management skills.
• Planning project with estimate resources, timelines and ensures it's been executed along with project tracking and reports with effective communication.
• Works with stakeholders globally to prioritize project execution, delivery planning, and source availability and timely resolutions of issues
• Provides technical and analytical guidance to production teams.
• Arranges and ensures team is involvement in all quality processes and required trainings/updates to project processes and specifications
• Leading Initial Response Team to resolve customer escalations with various problem-solving methods
• Identifies and analyzes problems and implement best solving method to resolve issues related to 
• Managed customer relations on ongoing basis to maximize customer retention, projects, processes, and people and ensure timely escalations/mitigations
• Ensures timely and appropriate employee performance planning and evaluation are completed.
• Driving Innovation and critical thinking to improve process and CSAT.
• Identifies progress plan, opportunities for continual improvements and support positive change
• Provides inputs to managements to improve in GPTW ranking
• Part of Event Architect team at Company Level for organizing annual and huge events for 4000+ employees PAN India
• Maintained and updated quality management system to facilitate procedure enhancements, revision changes and overall process control.
• Planned and executed ISO engagements under direction of management team.

NSEIT Pvt Ltd

Service Delivery Leader- Oct 2015 – Aug 2018

• Head service delivery and end to end ownership of processes for IRDA or government authorizes
• Align projects and processes with client's business requirements e.g.- Railways, Insurance Companies, Banks etc.
• Oversee Operations of scheduling candidates for online examinations across PAN India for various customers.
• Focus on resource optimization and cost reduction
• Delivering projects within timeline with Quality
• Foresee and mitigate risk to business due to various factors
• Drive change management, process improvement and automation
• Map business processes to achieve desired client expectations
• Exhibit flexibility, ownership and ability to work under pressure
• Responsible for CSAT and Grievance Matrix.
• Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.

TinyOwl Technology Pvt Ltd

Customer Escalation Team Leader- Oct 2014 – Oct 2015

• Responsible to achieve desired TAT, AHT, operational efficiency.
• Responsible for productivity and quality measurement and to achieve set target.
• Preparing daily workloads & coordinating the allocation of work.
• Providing coaching and feedback to team members regularly.
• Conducting meetings and monthly business reviews with internal and external stakeholders.
• Handling customer and client escalations by effective method.
• Responsible for CSAT and Grievance Matrix.
• Resolving issues and conflicts, which arise within team.
• Responsible for Social Media handling.
• Mentoring, training and motivating team members.
• Successful system migration executed without impacting SLA
• Driving innovation and implementation.
• Responsible for people engagement.
• Involved in recruitment of new members.
• Escalating Technical issues with Technical Department.
• Responsible for Fraud Analysis.
• Reports Management.
• Involved in annual appraisal activity.
• Mentored and guided employees to foster proper completion of assigned duties

WNS Global Services Pvt Ltds

Lead Associates and Senior SME - Jan 2006 – Oct 2014

• Responsible to achieve desired TAT, Net Promoter Score, Quality Management, Operational Efficiency.
• Planning and execution of daily team's tasks.
• Cross Skilled and utilized resources to maximize throughput.
• Mentoring and coaching team members regularly to achieve targets.
• Worked on project to improve NPS by doing constant analysis.
• Provided Process and Soft Skill training to team members.
• Successful system migrations with business continuity.
• Conducted monthly, quarterly and yearly business reviews with internal and external stakeholders.
• Client Management and Reporting.
• Ensured all administrative and IT records are updated correctly.
• Prepared process documents as per ISO guidelines.
• Reports Management.
• Managed teams, overseeing hiring, training, and professional growth of employees
• Resolved Customer complaints and enquiries with effective communication.
• Enhanced overall customer relationship.
• Contributed new ideas for process improvement.

Educated clients on account services and resolved client inquiries regarding statement information and account balances

Masters in business management  

Certification in Agile Coaching, Problem Solving, People Management & Engagement