Siddhatapa Das
Summary
Dedicated and results-oriented Project Coordinator with over 8 years of experience in project management, client relations, and cross-functional collaboration. Proven track record of enhancing operational efficiency, managing client expectations, and delivering outstanding service to improve client retention. Seeking to leverage expertise in client support and project management to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
Client Support Specialist II
Intercontinental Exchange Inc.
Bedford, MA - USA
12.2018 - 07.2022
- Lead initial post-sales call with the customer, sales, and engineering to establish expectations and define delivery dates.
- Cultivated cross-functional relationships with sales and engineering to increase communication across onboarding projects.
- Ensure trust and maintain positive client relationships with key stakeholders of existing accounts to improve retention.
- Communicate implementation risks and assess challenges; initiate escalation management procedures to resolve issues when appropriate.
- Confirm post-implementation quality assurance of delivered product solutions through defined usage metrics and customer support cases.
- Established a new reconciliation reporting process by creating templates to define measurable data for improved customers.
- Provided subject matter expertise to cross-functional teams on Macs, ONYX, and Migration from MACS to ONYX.
- Training & supervising new hires in the team.
- Maintaining various workflows for the team to ensure efficiency in the process.
- Kept stakeholders up to date on details and information regarding clients.
- Interacted with team members across departments to research and resolve customer issues.
- Involved in revenue forecast to senior management based on the ongoing project progress.
- Ensures billing gets initiated as per the forecast date.
- Reduce controllable credits 75% caused due to any manual action on clients' accounts.
- Delivered outstanding service to clients to not only maintain but to extend relationships for future business opportunities by follow-up emails and calls.
Project Administrator-PMO
Ness Technologies
Concord, NH - USA
08.2016 - 11.2018
- Efficiently managed incoming requests from stakeholders by prioritizing tasks based on urgency and relevance.
- Played a key role in the continuous improvement of internal processes, tools, and methodologies.
- Maintained accurate records of all project-related expenses to facilitate budget tracking and financial reporting using MS Excel.
- Ensured compliance with company policies and industry regulations throughout all stages of a project's lifecycle.
- Facilitated effective collaboration with finance and procurement, enhancing overall project delivery.
- Worked alongside management and other supervisors to streamline operations and meet tight schedules.
- Evaluated project outcomes to pinpoint strengths and areas needing enhancement for future projects.
- Assisted in the creation of detailed budgets and financial forecasts to ensure optimal allocation of resources.
- Identified process improvement opportunities through careful analysis of existing workflows, leading to increased operational efficiency.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
Project Coordinator
HCL Technologies Ltd.
Chennai, TamilNadu - India
04.2012 - 11.2015
- Responsible for handling the project's finances, budgets, and utilization.
- Acting as administrative support to Project Managers and Directors on projects.
- Communicating with Service Line Heads to report on delivery status and act as an escalation point for clients.
- Resolving any financial queries that are raised.
- Preparing delivery budgets at the beginning of the financial year by planning manpower utilization, forecasting travel costs, overhead costs, and new investments.
- Monthly overhead costs details are obtained from the Finance Team to compare with the budget to ensure expenses are within budget.
- Collection of reports from all teams, consolidating the same, analyzing, and preparing presentations.
- Front-ending business requirements and evangelization of capabilities through one-on-one sessions with potential clients.
- Newsletter circulation and mailer campaign as part of marketing strategies for the team.
- Conducting monthly status meetings with the internal team to ensure full utilization.
- Participation in review meetings with top-level management and following up on action items.
- Periodic status report preparation and C-SAT survey analysis.
- Manpower mapping, allocation, and tracking system to effectively increase the utilization of the team.
Education
Post Graduate Diploma in Management - International Business Management
Institute For Technology And Management
Chennai, IndiaBachelors of Commerce - Business Management
HR College of Commerce And Economics
Mumbai, MaharashtraSkills
- Agile Project Management
- Client Relationship Building
- Support Inquiry Assistance
- MS Office Proficiency
- Account Management
- Working with Cross-Functional Teams
- Requirements Gathering
- Performance Monitoring
- Spreadsheet Tracking
- Stakeholder Relationship Management
- Multi-Operations Management
- Task Delegation
- Strong Work Ethic
Tools & Technologies
- MACS
- Onyx
- Insite
- ServiceNow
- Jira
- Salesforce
- Microsoft Office Suite
- SharePoint
Timeline
Client Support Specialist II
Intercontinental Exchange Inc.
12.2018 - 07.2022
Project Administrator-PMO
Ness Technologies
08.2016 - 11.2018
Project Coordinator
HCL Technologies Ltd.
04.2012 - 11.2015
Post Graduate Diploma in Management - International Business Management
Institute For Technology And Management
Bachelors of Commerce - Business Management
HR College of Commerce And Economics