Richa comes with 6 years of domain expertise in the areas of Change Management, Service Delivery, Transitions Management and Client Handling. She is highly creative and has excellent communication skills. She is flexible and open-minded with high aspirations and has great exposure to the global world.
She initiated her career imparting technical support for Operating Systems (Windows 98 and Millennium), monitored Quality proficiency, and Language proficiency & managed team building activities to enhance team collaboration & people skills in Convergys for a Microsoft project, Gurgaon – Technical Support
With Cadbury Plc, Mumbai, she was the Change Management Lead a Supply Chain Management Project – Cadbury initiative: Purple goes Green where she Created Change Management framework ,devise Communication Strategy & Plan, managed various groups of stakeholders, prepared, chaired & facilitate team workshops & meetings with Stakeholders, Lead the initiatives of driving the agenda and tracking project progress, was instrumental in Contract building & Contract negotiations and was also instrumental in creation of RFP (Request for Proposal) and Cadbury-Vendor Contract exhibits for Change Procedures, Customer Satisfaction, Governance, Transition and Business Continuity/Disaster Recovery Plans. She identified and framed SLA’s for project system integration
She also worked with MTS, Delhi as a Specialist managing ‘Account Management for Enterprise Sales. Here she Manage clients such as UN, KPMG, ENY, Parle-G, India Bulls, Videocon, Yatra, Fitness First, CWG, Medanta, etc, driving the business by process creation and implementation, impacting an incline in sales through relationship building. She was the SPOC for all respective enterprises Senior IT Managers
Here her role was Driving the Accounts Payable and Accounts Receivable road-map for business continuous improvements; Implementation of control plans for ongoing support and maintenance of the continuous improvements; Analysis for operational metrics like SLA, CSAT (Customer Satisfaction), utilization, tracking and report generation at process level; Exhibit CSAT analysis and projection (metric driven). Monitor overall functioning of the processes, identify improvement areas and implement adequate measures to maximize customer satisfaction levels in the business. CSAT undergone for India, Britain & Ireland, United States, Canada & Mexico
Some of the trainings she has delivered include customer service, strength development inventory influencing skills, listening and speaking, corporate carbon credits & methods to become energy efficient, change management.
Nurturing her creative skills, Richa has assisted in the writing of a cultural book based on ‘Chandni Chowk’. Being an expressionist by nature she writes extracts based on human psychology. She also is an aspiring lyricist and assists students of KM Conservatory with lyrics for their music pieces. She is a painter by hobby & is good in creating art pieces from ad-hoc/waste products.
Languages known: English and Hindi.
