Aasma Shaikh

• Facilitating the transition of a project from the sales phase to the delivery/implementation phase. This role ensures a smooth handover of information, expectations, and requirements to the delivery team, ensuring a consistent customer experience and successful project execution. Completed 6 Customers S2DH in 2 Months
• Developing Improvement Plan: Developing plan for continuous improvement within the project. This involves analyzing current processes, identifying areas for improvement, and assure that identified improvement ideas are implemented.
• Implementing Lean or Six Sigma Principles, Kano & Application Renovation workshops to streamline processes, reduce waste, and improve overall efficiency for process and cost optimization. Taking charge of improvement projects from initiation to completion. This includes defining project scopes, establishing timelines, allocating resources, and ensuring projects meet their objectives.
• Data Analysis and Reporting: Perform analysis on various metrics of the account productivity, manual efforts distribution, non-value add efforts. Generating reports and metrics to track progress and identify further opportunities for enhancement. (AMO, IKON & ROOCA and CBF)
• Collaboration and Communication: Collaborating with various departments and stakeholders to gather input, communicate improvement initiatives, and ensure alignment with organizational goals.
• Monitoring and Evaluating Progress: Monitoring the implementation of improvement initiatives and evaluating their impact on key performance indicators (KPIs). Adjusting as needed to ensure continuous progress.
• Risk Management: Identifying potential risks associated with improvement initiatives and developing strategies to mitigate these risks. This helps minimize disruptions and optimize outcomes. (FMA)
• Staying Updated: Keeping abreast of industry trends, best practices, and advancements in continuous improvement methodologies. Incorporating new knowledge and innovations such as Generative AI and Automation into organizational strategies where applicable.
• As an IT Service Management Representative, I will be responsible for managing the delivery of IT production systems and services, ensuring client satisfaction and risk management.
• Operating Tools:- Gen AI, IKON (Incident Knowledge Management Tool), ROOCA (Root Cause Analysis Tool), AMO (Application Management Office), CBF (Cost Benchmark Framework), Benefit Portal, SharePoint, JIRA, E Monitoring tool
• Managed and motivated employees to be productive and engaged in work.

• Customer Experience Lead ITSM in BT Digital Global. Fixing the basics of services-Improving the quality of our products.
• Be accountable for end in-life journey and for supporting products and services within B2B in BT Global Business.
• Stakeholder Management: Able to establish and maintain internal and external stakeholder relationships and facilitates mutually beneficial negotiations to develop solutions, ensuring they meet current and emerging business and technical needs.
• Transformation: Able to manage long term changes and adapting the unit in line with the business. Be able to transform delivery to improve and reduce cost and be confident in managing changes to major products or releases.
• Be Agile: Leads collaborative and agile ways of working through projects and program's effectively managing changing priorities.
• Problem Solving and Business Improvement: Experienced in driving performance and process improvements across B2B using data analysis and structured problem-solving techniques to address the root cause of failures.
• Setting Strategy: Work with Senior Stakeholders from other parts of the business CTIO, SDA, Service Introduction, Sales, Service Delivery, and Service Assurance. Typically, at Director level.
• Continuous Improvement: Skills in using business improvement processes to continually improve processes, anticipate risks and blockers.
• Time Management: Strong time management skills in management of own processes and a wider matrix managed team.

IT Consultant Tech Mahindra LTD, (Onsite) BT Center London United Kingdom
Oct 2019- Oct 2020
Be accountable for end to end in-life journey and support for BT
Radianz product in BT Global Business. Stakeholder Management- I
was working closely with the Radianz Stakeholder (Senior
Stakeholders CTIO, SDA, Service Introduction, Sales, Service
Delivery, and Service Assurance. Typically, at Director level) to
understand the pain areas in the business. Created CSI tracker to
drive the business improvement processes for BT Radianz.
Incident Management: Published user guidelines, Ensure Incidents
which is raised for BT Radianz Product are picked by correct ASG
team and workaround provided on priority and affected customer
service is restore. Problem Management: PR is raised and implement
tactical fixes and long-term improvements with the aim of reducing
the number of services affecting incidents.

Successfully Completed DQ Continuous Improvement
We perform exception management across BT Radianz Customer Service
Delivery. Client/Business Challenge: 72% orders are marked unclean at
DQ stage due to Process/People/System issues. Customer is started
using the service however we are not able to bill to customer because
respective order is not meeting DQ validation threshold.
Solution: 80/20 Principle is used to identify the top 6 issues and provided
fix for system issues and for user issues Feedback and training provided
to Ops team by
Client Benefits: Improved cycle time for unclean task from 27 to 3 days.
Achieved BVM through early revenue realization of $1.0 Million

• Responsible for management of KPIs for different team's: BAU Cease, AOPS, Revenue assurance.

• Service Manager for International ordering queue.
• Responsible for management of KPIs for different team's TVT, CPE, CCM, Onevoice and Order Entry.
• Multiple client management – BT stakeholder.
• Managed a successful transition of this business from another BT vendor to cover – due diligence, training and ramp up phases.
• Documentation of various processes and project related activities.

• Project Manager for the CCM team in the International ordering queue.
• Responsible for management of KPIs.
• Multiple client management – BT stakeholder and UK sales channels.
• Coordinating workflow, quality auditors and other teams to ensure smooth flow of the process within the team.
• Conduct team huddles and make sure that all associates are updated with latest process details.
• Managed a successful transition of this business from another BT vendor to cover – due diligence, training and ramp up phases.
• Documentation of various processes and project related activities.

• Validation of all ordering requests to mitigate unclean in downstream processes.
• Managing the OE hotline desk to up skill BT EMEA SRM teams.
• Creating process documentation.
• Completing quality audits and providing timely feedback to the teams.
• Built the Clean Order Definitions Checklist to improve RFT percentage of the Countries.

• Completing order entry and port allocation activity against daily target.
• Successful completion of 5 ORTs.
• Created various process documents by engaging with ORT / UAT teams.
• Part of 3 transitions – APAC OE, STD DSL and IVS Encore OE.