PRATIMA THORAT
Senior Program Manager
Pune
Summary
Passionate about the customer experience, I am constantly looking for ways in which it can be improved. Skilled at growing organizations, leading cross-functional teams, managing large programs, delivering business commitments, and business process improvement. Detail oriented, attention to detail, collaboration, data-driven being my major skills.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Senior Program Manager
NICE Interactive Solutions India Pvt. Ltd.
9 2021 - Current
- Owning and driving the 'What & Why', technical depth to influence the 'How', driving execution across globally matrixed teams and customers
- Anticipate risks; assess and escalate accordingly
- Experience collaborating with channel partners, systems integrators, third-party developers and leveraging quantitative assessment, analysis for decision-making, and prioritization
- Drive definition of requirements, dependencies, work breakdowns, implementation plans and software integration planning across all disciplines
- Continuously engaging with community to get feedback on the product features, understands and triage customer issues and provide updates on product roadmap
- Helping with organizing and presenting program reviews/status to engineering, business, and senior management
- Closely partnering with software engineering teams to land key product capabilities.
Senior Provider DataOps Associate
Zocdoc Online Health Pvt. Ltd
06.2017 - 09.2021
- Executing data mining techniques on large data sets
- Carrying out data analysis using the excel techniques
- Conducted thorough research of the providers from United States using internal tools before on-boarding onto the platform
- Collaborate with the stakeholders to effectively communicate analysis findings
- Project management, stakeholder management, and process management techniques: Managing allocation, monitoring, and controlling daily execution of the processes along with ensuring SLA
- Rolling out and managing large implementation projects in a highly dynamic environment
- Collaborating with the internal and global teams for developing detailed work plans, schedules, project estimates, resource plans and project tracking/reporting to effectively manage each project
- Identify, analyze, communicate and solve problems related to projects, processes and staffing and ensure timely escalations/mitigations
- Analyzing and performing QA audits of the business processes to ensure quality.
Key Account Manager
ProcMart
11.2016 - 05.2017
- Responsible for strategizing and managing the sourcing of clients for various categories
- Maintained responsibility of sales, contracts, negotiations and reporting for accounts
- Identified new business opportunities through cold calling, networking, and prospective database leads
- Collaborated to set up a process to ensure operations are conducted smoothly across functional teams
- Improved account management by enhancing and nurturing relationships with all the clients' accounts being handled.
Customer Success Manager
Stratawiz Technologies Pvt. Ltd
03.2016 - 11.2016
- Identified sales opportunities by assessing environment
- Provided technical troubleshooting and problem solving for clients
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Business Development Manager
Fitno- D Fitness Pvt. Ltd
08.2013 - 12.2015
- Managed presales, business development and go-to-market strategy
- Involved in all stages of development for a high-performance marketing which involved new guided selling/counseling product, developing a new client list to monetize this vertical and tapping into existing clientele for revenue potential.
Education
MBA - International business
Indira School of Business Studies
Skills
Program Management
Learner
Responsible
Collaborative
Adaptable
Organized
Certification
Certified Scrum Master
Timeline
Senior Provider DataOps Associate
Zocdoc Online Health Pvt. Ltd
06.2017 - 09.2021
Key Account Manager
ProcMart
11.2016 - 05.2017
Customer Success Manager
Stratawiz Technologies Pvt. Ltd
03.2016 - 11.2016
Business Development Manager
Fitno- D Fitness Pvt. Ltd
08.2013 - 12.2015
Senior Program Manager
NICE Interactive Solutions India Pvt. Ltd.
9 2021 - Current
MBA - International business
Indira School of Business Studies
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