GRACE SATHYA VADHANI G
Chennai,India
Summary
Operations & Service Delivery professional with 8+ years of experience in managing large-scale, client-facing operations. Proven expertise in leading 60+ member teams, owning SLA, quality, productivity, and compliance, and handling critical client escalations. Strong background in workforce management, performance improvement, process optimization, and stakeholder communication. Known for stabilizing operations, improving efficiency, and driving consistent client satisfaction.
Overview
8
8
years of professional experience
Work History
Operations / Service Delivery Lead
Cognizant Technology Solutions India Pvt Ltd
06.2025 - Current
- Lead a 60 member client-facing operations team, ensuring end-to-end service delivery aligned with SLA, quality, and productivity targets.
- Own daily and monthly operational metrics including AHT, SLA adherence, quality scores, attendance, and capacity utilization.
- Act as the primary escalation point for internal and client stakeholders, resolving high-impact issues within defined turnaround times.
- Drive performance improvement through regular reviews, coaching, corrective actions, and training interventions.
- Partner with Learning & Development and Workforce teams to ensure resource readiness and delivery stability.
- Prepare and present operational reports and insights to senior stakeholders, ensuring transparency and data-driven decisions.
- Ensure compliance with organizational policies, audit requirements, and client contractual obligations.
Subject Matter Expert
Cognizant Technology Solutions India Pvt Ltd
12.2022 - 05.2025
- Delivered high-quality support across customer service and operations processes, consistently meeting productivity and quality benchmarks.
- Handled complex customer cases, including escalations, dispute resolution, and exception handling.
- Collaborated with cross-functional teams to improve process efficiency and reduce error rates.
- Supported onboarding and mentoring of new team members, contributing to faster ramp-up and improved performance.
- Maintained strong client focus, ensuring adherence to service standards and customer satisfaction metrics.
Process Executive & Senior Process Executive
Cognizant Technology Solutions India Pvt Ltd
01.2018 - 11.2022
- Handled end-to-end customer service operations via email and calls, including order management, cancellations, returns, and credit processing.
- Managed high volumes of inbound and outbound customer communications while consistently meeting SLA, quality, and productivity targets.
- Resolved customer and consumer product issues with strong problem-solving skills, empathy, and professionalism.
- Coordinated with internal teams to resolve complex cases and improve workflow efficiency.
- Supported accounts receivable processes including claim follow-ups, denial management, and payment posting.
- Worked with insurance companies to verify claim status and patient eligibility.
- Identified issues impacting cash collections and implemented corrective actions.
- Used tools such as PIA, GPMS, and Centricity for transaction processing and reporting.
- Took ownership of individual performance metrics and contributed to overall client satisfaction.
Education
B.Tech - Information Technology
Karunya University
Coimbatore, TN, India08-2016
HSC - undefined
Sri VDS Jain HSS
Tiruvannamalai, TN, India06-2012
SSLC - undefined
Sri VDS Jain HSS
Tiruvannamalai, TN, India06-2010
Skills
- Operations & Service Delivery Management
- SLA / KPI / Quality Ownership
- Escalation & Risk Management
- Workforce Planning & Productivity
- Process Improvement & Compliance
- Team Leadership (60 FTEs)
- Training, Coaching, Performance Management
Tools & Systems
- MS Excel
- Power BI
- CRM & Case Management Tools
- Workforce & Productivity Tracking Systems
Awards and Recognitions
Multiple client and internal appreciations for delivery excellence, team management, and escalation handling.
Languages
English
Full Professional
Tamil
Full Professional
Personal Information
- Date of birth: 17/06/1994
- Marital status: Married
- Gender: Female
- Nationality: Indian
Disclaimer
I hereby declare that the information mentioned above is true to my best of knowledge and belief.
Timeline
Operations / Service Delivery Lead
Cognizant Technology Solutions India Pvt Ltd
06.2025 - Current
Subject Matter Expert
Cognizant Technology Solutions India Pvt Ltd
12.2022 - 05.2025
Process Executive & Senior Process Executive
Cognizant Technology Solutions India Pvt Ltd
01.2018 - 11.2022
HSC - undefined
Sri VDS Jain HSS
SSLC - undefined
Sri VDS Jain HSS
B.Tech - Information Technology
Karunya University