Audrey D'Monte is a senior manager and delivery leader at Tata Consultancy Services with over 10 years of experience in project management and client services. She currently leads a team of 100 people in managing operations for one of the UK's largest insurance clients. Previously, she held manager and associate manager roles at Allscripts Healthcare India and Mphasis, where she was responsible for client relationships, resource management, and ensuring service level agreements were met. D'Monte has strong communication, analytical, and client relationship skills and education includes a BSc in Chemistry from Fergusson College.

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