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TEENA GIRIDHAR

Contact No.: +91 919818675914 (M) / 011-22515919 (R)


E-Mail: teenagiridhar@yahoo.co.in
Career Enhancement for positions in Operations / Process Management / Customer Relationship
Management with a growth oriented organisation
SYNOPSIS

Over 5 years of experience in Operations Management, Process Management, Client Servicing & Team
Management.

Currently associated with Agilent Technologies International Private Limited as Senior Process
Developer, German Language Expert.

Resourceful at maintaining business relationship with clients to achieve quality product and service norms by
resolving their service related critical issues.

Endowed with excellent relationship management and communication abilities coupled with proven skills in
mentoring and motivating team members towards excellent service delivery.

CORE COMPETENCIES

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximise customer satisfaction level.

Managing a wide gamut of operations entailing transaction processing and translations.

Conducting internal process audits & process reviews for ensuring strict adherence to the process
parameters/systems as per SOX norms.
Ensuring that the team adheres to all the quality tools / procedures and maintains the SLAs.
Conducting Quality Check of transactions entered by the team members.
Providing cross training to team members to handle high volume situations & reduce idle time.
Actively participating in execution of quality improvements projects for continual improvements in the
process.

ORGANIZATIONAL EXPERIENCE
Since Jan07 with Agilent Technologies International Pvt. Ltd., Gurgaon as Senior Process Developer,
German Language
Key Tasks Handled
Instrumental in Transitioning the pilot process of the Sales Admin team
Creating and maintaining daily reporting.
Ensuring green metrics in quality and TAT thereby maintaining consistent customer satisfaction.
Conducting regular team-audits and quality checks to ensure compliance with ISO and SOX norms.
Responsible for maintenance of the process documentation.
End-to-End
order
management
for
customers
in
Germany,
Austria
and
Switzerland
Direct external communication and customer interaction (demanding fluency of German language - both
written and spoken).
Initiating and implementing several process simplification measures which helped in reducing the flow of email
communication.
Handling mailbox management and ensuring proper and timely routing of partner mails and faxes.
Creating and maintaining vendors in the database.
Training the new members of the team to get them equipped with the process.
Achievements
Received management appreciation for accepting the challenge of taking over a new & complicated process
and effectively resolving the disputes associated with it and stabilizing the process ensuring green metrics in
quality and TAT, within a month of take over.
Significantly received client appreciation for prompt resolutions to the queries and for proficiency in language.
Efficiently ensured green metrics in quality and TAT thereby maintaining consistent customer satisfaction.
Jul06- Dec06 with Xchanging Technology Services India, Gurgaon as Senior Process Associate
Key Tasks Handled

Transitioned the Workflow Mapping (in ARIS software) process of the Process XcellenceImplementation
Team from Xchanging Transaction Bank in Frankfurt, Germany, leading a team of 4 members.
Responsible for documentation of the Process during transition.
Creating and maintaining Workflow Maps of processes in Xchanging Germany and India, in ARIS software.
Responsible for quality check of process maps created by team members.
Managing mailbox and ensuring proper solution to partner queries on process maintenance.
Supporting internal partners with their process maps.
Trained new members of the team to get them equipped with the process.
Trained colleagues on process mapping in order to promote cross-functionality.

Achievements
Created Cheat-Sheet for the process which contributed in providing an error free process.
Distinction of being designated as First Point of QC in the first month of training during transition.
Mar05- Jun06 with Hewlett Packard Pvt. Ltd., Bangalore as Senior Process Associate
Key Tasks Handled
Mailbox management and ensuring work distribution as per the processing criterion.
Processing orders related to in-house HP transactions.
Supporting internal partners in dealing with German Vendors.
Creating and maintaining vendors in HP vendor database.
Training the new members of the team to get them equipped with the process.
Preparing training modules for the new recruits for different processes.
Guiding colleagues on transaction processing in order to promote cross-functionality.
Successfully managed the team of 8 resources for 3 months ensuring green metrics in production and quality.
Achievements
Hold the credit of securing 2nd position in the Inter-Department Process Flow Chart Contest.
Held 1st position for team coordination in Inter Department Skit Competition.
Awarded 2nd position in Skit Competition held by the HP Quality Team.
Oct02- Feb05 with Innodata India Pvt. Ltd., Noida as Technical Writing Editor
Key Tasks Handled
Managed a team of 10 resources setting daily targets and distributing work among them.
Responsible for editing the abstracting and indexing of texts in English.
Conducting Quality Check: accuracy, content, grammar and writing style in abstracts.
Ensuring green metrics in production
ACADEMIA

Pursuing Post Graduate Program in Business Management from IMT, Ghaziabad in 2008.
Pursued Business German Course (7 th Sem.) from Max Mueller Bhawan, New Delhi, secured 100% result
in viva examination in 2007.
M.A (English Literature) from Himachal Pradesh University in 2002.
B.A (English Literature) from Delhi University in 2000.

IT SKILLS

Well versed in MS Office and Internet Applications.

PERSONAL DETAILS

Date of Birth
Address

:
:

13th November 1979


20, Pandit Park, Krishna Nagar, New Delhi 110051

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