Farheen Shaikh

Ph No.: +91 983 384 0369

Email ID: farhinsh0@gmail.com

~ Strategist & Implementer with proven track record of MIS Reporting in Insurance, Banking,
Energy & Retail Domain; leveraging overall 11.3 yrs of expertise which includes 7.9 years in MIS
& 3.6 years in Customer Support

Professional Summary
 Overall 11.3 years of experience in Reporting & Customer Service
 Presently associated with Capgemini and part of Service Management Group supporting a
large account in France for Infrastructure Outsourcing
 Course: SAP Business Object / BMC Remedy or ITSM/ SNOW
 Responsible for preparation of regular (daily/weekly/monthly) SLA and OLA reports and publishing to
all the stakeholders in account
 I have completed my ITIL Foundation Certification
 Completed Yellow Belt Certification

Career Highlights

Capgemini India Pvt. Ltd – Reporting Analyst From: Sept’ 12 to- Jan’ 19
 Understand the Processes and Procedures defined and agreed with the client and ensure the
quality of the reports meets the client's expectation
 Work closely with I/P/C team to configure reports in Analytics (hourly/daily/weekly reports) which
are helpful for Operation improvement for e.g. Unassigned incidents in various queues, Reported
& Response time for Urgent & High incidents, Incidents about to breach time backlog status
 Prepare all the reports and publish on time without any miss in the SLA (with exception that are
beyond our control)
 Preparing/Automating and Scheduling report in SAP Business Object / BMC Remedy / SNOW
 Reduce the rework for the reports prepared and shared with client and account management team
in France through automation
 Discover scope for report automation improvements based on the effort & time spend on
daily/weekly/Monthly reporting
 Utilizing any free time for self development in learning ways to improve the reports and completion
of L&D courses
 Preparing SLA report on daily and monthly basis
 Preparing/Automating and Scheduling report in SNOW
 Creation and maintenance of SQL queries and routines
 Preparation MIS reports using SQL Queries
 Basic knowledge of PL/SQL
 Worked with team to reduce the backlog while preparing / scheduling reports and was doing follow
up with team
  Dashboard report, Upcoming Changes/Request report, Change Management/Service Request
Trend analyses report on various aspects of Changes/Request, Change/Request Reminders, Failed
/ Backed out Changes, Incident count - Change Volume Report, Long/short team
 Auditing the tickets and checking that tickets is created properly
 Preparing Metrix and PQL report for Incident management
 Auditing and checking that tickets is closed on time if not marking mail to team and tacking the
clarification for same.
 Working with team to create and modify the CATALOGS which helps requestor to create the tickets
easily.
 Taking care of SLA

 Career Achievements
o Certificate of appreciation (for We Care Carnival 14’)
o Appreciation letter from Client for automation & enhancement of a report set
o Applied Lean on Service Request part and tremendous improvement identified with customer
appreciation.
o Certificate of appreciation to meet the KPI (Super Star)
o Was part of fun team and had many events like
Friendship day
Diwali ( Bay decoration and other competition) and many more through games and all

From Oct’ 08 to Jan’ 11: Max New York Life Insurance Co Ltd – Customer Service
 Working in Operation Dept and reporting to Asst. Manager.
 Preparing the data of customer query and complaint, keeping track and solving them within TAT.
 Preparing the data of new and existing customer policy document and acknowledgement receipt
in excel and preparing MIS report for the same.
 Interacting with agents of all Mumbai branch and keeping the track of renewal data.
 Handling Internal as well as External Customer
 Keeping track of customer query and solving them within the TAT.
 Preparing various MIS reports of policy logged in, customer queries and complaints , preparing
TAT report using Excel
 Working on various excel functions, charts and macros
 Assisting the agency coordinator in preparing the presentation for GO Meet.
 Doing quality check of Application forms.
 Working in financial software such as Omni flow as well as CSMS.

 Career Achievements.
o You Are A Winner Certificate (Collections Of Renewal Done In The Month Of November’09).
o Certificate of Appreciation (Achieve 0% Discrepancy Applied V/S Paid case in Quarter 1).
o Most valuable Player (Most valuable Player for the month of Oct’09 and Nov’09).
o Certificate of Excellence (Consistent Support in Mission Udan).
o Mumbai Ka Karz Apna Farz certificate (For achieving collection target).
o You Make a Difference (For reducing open % Target V/S Achievement Jan’10 to April’10).
From June’ 08 to Oct’ 08: Vivro Financial Services – Back Office coordinator
 Preparation of daily dashboard on from various data sources with respect to Capital Market &
Corporate Finance Services
 Coordinate with various teams in customer service division to collect information, validate
and then prepare daily, weekly and monthly report
 For specific deviations, discussed with team leads to put exceptions and comments in the
report at the time of publishing
 Participate in the monthly review meetings with senior management to walk through the
dashboard & monthly reports
 Developed & enhanced reports based on the senior management and Operations team
requirement

From Feb’ 06 to Feb’ 08: ICICI Bank Ltd – Back Office Executive
 Working in RMAG – Ops Dept. (Rural Micro Banking & Agri Business Group) in RWRF Product
(Retail Warehouse Based Receipt Finance)
 Processing of Disbursements (Maharashtra-Hub) & Releases (All India) for warehouse Receipts.
(Pvt, MSWC, CWC)
 Preparing MIS on a daily and weekly basis using excel
 Reconciliation of Disbursement & Releases.
 Opening of new Accounts in Finacle.
 Documentation of WR, KYC, LBD’s.

Educational Qualification:

 Passed BCom in the year April 2005 from Mumbai University

 Passed H.S.C. in the year March 2000 Mumbai Board
 S.S.C.: March 1998 Mumbai Board

Skills and Strength

Computer Skills: Operating System : Win 98/XP/2000

Software : MS Word/PowerPoint, Excel 97/2003/2007
Open- Office. Tally 6.3
Financial Software : Finacle, Omniflow, CSMS,
Email and Internet. : Microsoft Outlook and Internet Explorer
SAP Business Object : Configuration of reports in Universe based on the business
Requirements
SNOW : Service NOW
Excel Skills : Function, Charts, Pivot Table, Vlookup,
Macros, etc.

Skills : Willing to Learn,

 Ability to Work in team and under pressure,
Self motivated and Confident.

Personal Details:

 Birth Date : 24th September 1982.

 Address : G-7, Al-Bahr Co-op Hsg Soc,
Veer Savarkar Marg, Mahim(W),
Mumbai -16
 Gender : Female.
 Marital Status : Married
 Languages Known : English, Hindi, and Marathi.

Reference:
 Mr. Vaibhav Awari /Assistant Manager - ICICI Bank Ltd.
Mob: 9833899978
 Mr. Mayur Pandit /Assistant Manager – Max New York Life
Mob: 9930454470
 Rajesh Gulrajani/ PMO – Capgemini
Mob: 9930151576