1. Audrey D’Monte
Flat # 1402, Tower 15, Amanora Park Town, Magarpatta Kharadi Bypass, Hadapsar,
Pune-411028, Maharashtra, India
Phone: +91 976 594 2908 Email: audreydmonte@gmail.com
Visa: Have a valid U.S B1/B2 visa
Current Employer: Tata Consultancy Services (TCS) – 3rd
Jan 2013 till date:
Project: Senior Manager / Delivery Leader- managing operations for one of U.K’s largest Insurance client (Life &
Pension)
 Leading a team of close to 100 FTE’s
 Strong Project Management Skills
 Played a vital role in timely delivery Transition
 Successfully setup of new Offshore Delivery Centre in Pune
 Planned, organized, directed, controlled and evaluated the operations of the unit for Life and Pension
servicing and claims.
 Review activity reports to ensure that personnel have achieved targets regarding processed claims quality
and volumes, and serviced as per request received from policyholder’s within stipulated turnaround time
 Extensive client interaction. Lead periodic governance call with onshore stake holders
 Recruitment and training associates in performing activities, such as processing insurance claims and policy
servicing
 Monitoring reports regarding employee attendance, productivity, and utilization
 Ensure that all employees adhere to standard operating procedures, guidelines, policies and procedures
 Address and react appropriately to customer concerns within stipulated time lines
 Understand stakeholder needs and align action plan accordingly
 Inspire, motivate and engage a large team towards strategic goals of the organisation
 Responsible for employee engagement and retention of manpower
 Continuously improve the delivery process and attain a sustained level of delivery performance through
process and training improvements
 Responsible for continuous improvement on customer satisfaction
 Managing and coordinating with all internal functions in the organization
 Reporting to the management on performance, status and any escalations
 Maintaining all the records and documents as per organizational requirements
 Responsible for service management as per agreed Service Level Agreement and driving automations to improve
efficiency in the process
 Leading various internal and client audits
 GB Certified
Previous Employer 1: Allscripts Healthcare India Ltd.: Working for one of the largest US healthcare IT company
wherein dealing / handling the Emergency Department, Home Support Group and the Care Management teams.
Associate Manager – Product Support - April 2011 till July 2012
Reporting to Director

2.  Leading teams based across North America and India
 Creating presentations for new client acquisitions
 Making sales presentations to clients in order to get more business
 Day to day targets and SLA’s to be met
 Career road map and goal setting for employees
 Escalation Management
 Reporting business status in various forums
 Meeting with the North America management and working through ways for continuous process
improvement.
 Creating tracking sheets for team members and working with them to assist them to improve their
performance
 People Management
 Client Management
 Direct customer interaction
Previous Employer 2: Mphasis an HP company: Learning at the fullest in this organization, joined as a Tr. CSE and
grew rapidly to take over as an Operations Manager.
Mphasis an HP company
Operations Manager – May 2007 till April 2011
 F&A –General Motors
 HRO – Benefits Administration for 23 clients
 Shared Services – Mphasis and EDS company
Unit Manager – July 2005 to May 2007
 EFS ( JP Morgan Chase Debit card department )
 Benefits Administrations for Avon and Aramark
Sr. Customer Service Representative – July 2003 to July 2005
 Chase (JP Morgan chase credit card department )
Trainee Customer Service Representative – July 2002 to July 2003
 Head the Benefits and Administration sub process for HRO.
 Healthcare team handling covering various aspects - (Vision Plan, Dental plan, HIPAA, etc.)
 Handled recruitment and interviews for various levels.
 Resource management / staffing
 Monthly Reviews with end clients
 Act as a role model & ensure high levels of accessibility for employees at all levels
 Designed and created the ASLD website for entire Application Services
 Resolve all people issues escalated by the Manager and feedback received through skip-levels, determine
their satisfaction levels & identify means of positively impacting the same.
 Reporting Training Development to the Global Program Manager.
 Creating KPI’s for the process
 Generating Reports on Migration Progress (My team Migrated applications for the entire Applications
Services Team).
 Develop career paths for key positions within the department.
 Lead involvement in Cross functional initiatives/projects.
 Transitioned one of the pilot process from US
 Sales presentation to targeted clients
 Client rapport building to retain current client and expand the current business
 Assistance provided in various projects to be transitioned to Pune office.
 Handled the migration of the Application Services team from OrbiTT to myWorkLife portal.
 Coordinating and liaising client visits and Client Presentations for Additional Business, Manage customer

3. relationships on an on-going basis
 Ensure adequate staffing based on process requirement, attrition trends, process complexity etc.
 Provide input required for attracting potential clients
 Demonstrate strong Customer Service ethic in the team through active communication, regular updates &
meetings.
 Escalate issues that have larger organizational impact in a timely manner.
 Ensure that there are contingency and back up plans in place.
 Conduct re-fresher trainings
 Conducted “Front Line Manager” session’s for managers at various levels.
 Creating and Approving Course Materials used for trainings.
 Act as an advocate for all team needs within the organization.
 Review key MIS, identify areas of non-compliance & evaluate options to address the same.
 Have conducted product and pre-process training.
 Created post evaluation survey’s for courses
 Call calibration through AQM/NICE/VARIANT and giving feedback to the team.
 Identify potential issues that may arise in the performance matrix of a process & tackle the same on a
proactive basis.
 Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest.
 Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of
potential dissatisfaction.
 Took care of the various ISO audits for the process
Areas of strength
 Strong communication skills
 Analytical problem solver
 Excellent Operating Expense analysis skills
 Client Relationship Management
 Time management skills
 Driven to learn and apply new ideas
 Dedicated and self-motivated
 Team management and employee relationship management skills
 Process, Program and Business Management
Honors
 Platinum team award
 Certificate of appreciation for Operational excellence.
 Best Manager Award : ’06- ‘07
 Star Performer for various months
 PIBS Professional Certified
 GB trained – Project nearing completion
 PIBS (Partnership in Business Strategy) Certified
Education
 Graduation – BSc. (Chemistry) from Fergusson College
 H.S.C. from Chowksey Jr. College Pune
 S.S.C. from St. Anne’s High School Pune