Vaishnavi Padala

• Investigated and mapped contract management process in sales team to determine optimal improvement approaches.
• Built user stories for app design and translated into requirements for the developer.
• Oversaw entire product deployments from vision and creation to phased rollout and delivery.
• Developed and implemented product launch activities like user training, communications plan, changemanagement.
• Owned and prioritized product backlog.Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Assited in quality assurance initiatives, including BugTesting, Data cleaning, Data sources maintenence and migrations
• Coordinated with software developers to create custom applications and trackers to achieve client goals.

Engaging Enterprise and solution Architecture, PMO, Helpdesk, Infrastructure teams to streamline work intake and solution design process. Facilitation of continuous improvement strategy.

How:
- Discovery :
Evidence based pain points discovery through process interviews, surveys, workload data analysis, request data analysis, tool usage

-Information visualization and story telling:
Process mapping, qualitative and quantitative data visualization

-Facilitation
Kaizens for Solution development engaging 5 departments .
Problem solving and design thinking working sessions

-Time spent Analysis : Qualitative study of team structure and responsibilities.
Generating action items and recommendations from insights to drive focus on process improvement, learning and development, availability programs .

- Project management for implementing identified solutions, manage scope and priorities by partnering with team managers and department leadership

- Stakeholder management

- Regular Executive leadership summary and
report outs

Reading list: The Goal, The Phoenix Project
Certification training: Green Belt Lean six sigma

Worked within a full life-cycle development environment which brings together software engineering, DevOps, BI , Data warehouse and Product integration teams leveraging Agile Scrum framework.

1. End to end dashboard design and development: Product usage data
2. Cloud data management:

Amazon AWS, Redshift, EC2, Lambda, Serverless

Data Infrastructure: Log data modeling for Anomaly detection
Cloud data migrations
3. Data Governance and architecture Documentation

• Jan’15 – Nov’16 Promoted to Process owner, Account Reporting for the Vice President of Operations:.
• Analysed contact centre operations to identify parameters responsible for deficits in SLAs.
• Recommended and implemented data collection and integration for streamlining information and tracking these challenges.
• Designed process adherence dashboard to resolve identified gaps.
• Liaised with senior management and client to design hourly, daily, weekly and monthly reports for agent and process metrics.
• Capacity planning for 200 analysts, Coordination and continuous improvement of systems and processes for fraud detection accuracy and speed within agile framework.
• Performed Root Cause Analysis to identify productivity and quality gaps in manual fraud detection workflow through workshops, journey maps, analysing existing process reports, SOPs and documentation.
• Analysed and interpreted trends in missed fraud cases and decision errors.
• Worked with engineers, designers and program managers to improve/develop needed tools that increase analytical, cognitive, data collection and integration capabilities reducing average handling time per case.
• Regularly documented findings and presented to the executives and client.
• Initiatives:.
• Introduced corrective actions and programs: Built case studies based on quality audits and decision errors for trainers.
• Provided feedback, coaching and training support to analysts.
• Surveyed and analysed data for tool feature requests and usage, feedback, bugs and tool errors across 3 vendors.
• Standardized tool implementation and redesign processes.
• Initiated and drove knowledge tracker, change management tracker and defects tracking checklists to centralize daily process knowledge across 3 vendors and 5 teams.
• Introduced newsletter of industry best practises, fraud detection trends and solutions.

• Customer data to detect potential risky behavior signals and produced reports to inform risk detection models.
• Initiated deep dive analysis to track 6 major fraud trends, mitigating a loss of $100K-$150K.
• Improved user experience of fraud analyst tools

• Responsible for media relations, business development, content development and product demos.
• Supervised 3 interns for video, audio and written content production.
• Formulatedcontent strategy and scheduling.