I am a science graduate with 5 years and 7 months of total experience. 1 year in calling profile with Wipro BPO, 4 years and 10 months into HR Outsourcing with AonHewitt and 2 Years 4 Months with SoftwareONE into Software Licensing and Master Data Management. Currently Working as a Service Delivery Leader with SoftwareONE.

1. SUNITA RAWAT
RZB 34A
Kesho Ram Park, Bindapur
Dwarka, New Delhi 59
9711313325
sunita.rawat17@yahoo.com
My resume is enclosed for your review. Given my related experience and excellent capabilities. I would
appreciate your consideration for this job opening. My skills are an ideal match for this position. This
organization would provide me with the opportunity to put my personality, skills and successes to work.
I am a science graduate with 5 years and 7 months of total experience. 1 year in calling profile with Wipro
BPO, 4 years and 10 months into HR Outsourcing with AonHewitt and 2 Years 4 Months with
SoftwareONE into Software Licensing and Master Data Management.
Currently Working as a Service Delivery Leader with SoftwareONE.
I appreciate your taking the time to review my credentials and experience. Again, thank you for your
consideration.
Sincerely,
Sunita Rawat
CURRICULAM VITAE
Curriculum Vitae

2. Career Objective
Seeking to obtain a challenging and rewarding position within a reputed and progressive
Company that utilizes my expertise and that would enable me to use my strong organizational
Skills, educational background and ability to work well with people.
Employment Details
SoftwareONE India
Designation: Service Delivery Leader – Business Services
Duration: February 2014 to Present (2 Years and 4 Months)
 Design and plan for transitions roadmap of Master Data Management services within Global Service Delivery
Centre.
 Coordinate with Country Leaders for Identification of processes that can be centralized and bring them
under the umbrella of Global Service Delivery Centre.
 Design prototypes of the new processes under consideration, setting KPI benchmarks for service
performance monitoring & base of continuous service improvement
 Set-up internal service controls to mitigate financial risk
 Manage service quality and identify gaps in existing services via random audits of service deliverables to
measure accuracy and completeness
 Service improvement and optimization through constant service performance monitoring and RCA (root
cause analysis) of structural break-down in service flow or delivery model.
 Maintenance & review of Standard Operating Procedure document, addition and approval of new
changes in the process in consultation with the Global Service Owner.
 Create used cases for business IT Team in order to migrate service requests and escalations to service
management tools like Service Now.
 Imparting Process Trainings to the newly hired resources
 Provide recommendations to the change advisory board on the impact and benefits of the proposed
change.
Key Projects Undertaken
Project Leader – Tier 3 Service Transformation Project (SPARK)
Duration: January 2016 – Present
 Development of project business case together with Global Service Owner
 Cost benefit analysis of integrating key procurement services
 Integration of key customer focused procurement services would lead to reduction in average handling time by
40% in the initial phase of the project, improve vendor relationship and reduce overall costs up to 25%
Project Leader – Restructure of Service (CSP)
Duration: August 2015 to June 2016
 Development of project which impact quality and AHT.
 Redesigned the service structure.
 Manual task was automated with additional information which enhance the service output in terms of quality.

3.  AHT of the service was reduced by 40% by creating macro for the processing which reduces the manual work.
Project Member (Domain Expert) – ISO 9001-2008 Certification
Duration: May 2015 to November 2015
Active member of ISO (Quality Management System) certification project for MDM services. MDM services were the
first service to be ISO certified in SoftwareONE. The Objectives of the certification are -
 Improve the performance of QMS processed.
 Customer satisfaction enhanced.
 Improve the Overall business performance of the organization.
 Reduce the customer complains.
 Enhance the competency of Employee of Organization.
 Improve the Compliances and awareness about customer requirements, statutory & regulatory requirements of
product, within the organization.
 Better control of organization processes.
 Marketability of organization improves
Designation: Senior Specialist MDM
 Creating and verifying item data to maintain acceptable levels of data quality and integrity
 Continuously drive on process improvement and adheres compliance to all SLAs and KPIs.
 Generate data reports on periodic basis for management and customers
 Address any issues, questions and problems in accurate and timely manner
 Identify and correct data entry errors
 Interact with customers and other teams to obtain data requirements for new and existing Services.
Additional Responsibilities
Trainer (MDM Academy)
 Leading trainings within the team.
 Managed on boarding of 30+ new hires trained them for different services.
 Started MDM Academy which manages all training data of the employees.
 Take refresher sessions as in when required.
 Cross training team members for different services to increase the team efficiency.
 Organize quality meetings bi weekly to discuss process improvement and challenges.
 Maintaining quality blog for all the new updates and discussions related to any process change on
Sharepoint.
 Facilitating Service reviews with the Clients and leadership.
New Employee Orientation (NEO)
 Conducting orientations along with HR for new hires to introduce the services and linkage on how all
the services in GSDC works.

4. AON Hewitt
Designation: Benefits Operations Administrator (BOA)
Duration: July 2012 – Feb 2014 (Client – Target and Verizon) 1 Year and 7 Months
December 2006 – March 2009 (US Defined Benefits) 3 Years and 3 Months
 Automated pension benefit calculation
 Management of Client Employee data
 Eligibility determination and tracking of the Client Employees
 Pension payroll
 Compliance
 Program delivery and administration
 Recordkeeping and reconciliation
 Benefit accounting.
 Ensures on-time and accurate delivery of all tasks as per Service Level Agreements
 Creates/ updates SOP where and when required and provides SME support to new colleagues/
colleagues in Shared Services.
Wipro BPO
Designation: Customer Care Executive
Duration: Dec 2005 - Dec 2006 – 1 Year
 Handling billing for AOL (America on line) customers.
 Help customers in maintaining their AOL accounts.
 Handling retention queue for the customers.
 Serving customers by providing them best plans.
Achievements
SoftwareONE India
 Awarded with Employee of the month for the month of March’16
 Won the “Gold Star Performer Award” for Q2’15 Quarter at SoftwareONE
 Promoted to the role of Service Delivery Leader.
 Received multiple appreciations for handling escalations from our GSDC India Leader, Customers and
GSO MDM.
AON Hewitt
 Received Swift Award for an expeditious performance in learning the process.
 Received Star of the Month Award.
 Received Appreciation from the Operations manager for out of the box thinking for resolving the
escalated queries from the client team and the PPT and making the process more transparent.

5.  Awarded with appreciation letters from senior management for handling high volume work and
performing well in critical situations which involved regular late sittings and weekend work to meet
deadlines
Educational Background
 Bachelor in science (B.Sc.) Uttarakhand University (Srinagar)
 10+2 S.G.R.R Public School (Dehradun)
 10th S.G.R.R Public School (Dehradun)
Certifications & Trainings
 C3 - Certified Corporate Consultant Management Development Program by Miller Wymann Inc.,
USA
 ISO 9001-2008 Certification
Professional Skills
 Management Skills:
Business Strategy, Business Analysis, Supply Chain Management, Business Intelligence, Project
Management, Process Management, Process Mapping, Process Design, Risk and Impact Analysis,
Root Cause Analysis, Document Management, Corporate Communication, Quality Assurance,
Performance Management, SOP creation
 Technical Skills: MS Visio, MS Excel, MS Dynamics Navision, MS SharePoint, Imaging, Lotus
Notes, TBA (Total benefit administrator), HRO Maestro.
Languages
 English – Working Proficiency
 Hindi – Bilingual Proficiency
Date: SUNITA RAWAT