Anwesha Dhar
295/1, Bhattanagar, Liluah
Summary
Dynamic Knowledge Management Professional with expertise in ITIL and Lean Six Sigma, adept at driving continuous improvement at BT. Proven track record in quality auditing and cross-functional collaboration, enhancing operational efficiency and stakeholder satisfaction. Skilled in Microsoft SharePoint, I excel in transforming knowledge processes to deliver impactful results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Knowledge Management Professional
BT
03.2024 - Current
- Works with Service Management Teams, Operational teams, and other Internal Stakeholders to create Knowledge Articles (Incident & non-Incident related)
- Provide guidance in creation of Local Work Instructions for various functions within the contract
- Periodically review, update, upload and retire the Knowledge Articles and Local Work Instructions (LWIs) to the Knowledge Portals
- Manage and maintain Microsoft SharePoint and EQMS (Knowledge Repositories)
- Act as a mediator to answer the queries of team members regarding Knowledge Documents, Repositories, LWIs
- Collates data to assist with accurate and timely reporting and related insights in respect of key performance metrics
- Collaborating with PMO in order to restructure the folders and files in EQMS, which is a requirement from customer
- Work with TDAs to keep High Level Design Documents and Low-Level Design Documents sorted and updated
- Maintain Knowledge Management Distribution List in SharePoint
- Manage and maintain Org Chart, User Guides and Training materials, EQMS folder access management
Quality Analyst
BT Openreach
12.2019 - 02.2024
- Responsible for performing transactional Quality Audits
- Participated in root cause analysis investigations following transactional failures, ensuring appropriate corrective actions were taken promptly
- Mentored and coached team members on QA topics, team huddle with Associate Engineers using Lean methodology to drive identified opportunities
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices
Associate Engineer
BT Openreach
03.2016 - 11.2019
- Planned and developed the Broadband infrastructure to provide Broadband connections to Business and Residential customers of UK
- Prepared Job instruction which performs on field, by Field Engineers (Newsites Representative)
- Applied the Planning solutions and cost-effective solutions within the SLA
- Co-ordinated with Field Engineers regularly and deal with End-to-End Managers
- Designed cross-functional interactions with Internal Stakeholders to reduce dependency and redundancy between operational teams and Onsite field Engineers
- Developed cost estimates and project specifications for proposals
- Assisted in the development of safety protocols and procedures to reduce workplace incidents and maintain compliance with industry standards
PRACTITIONER (DU Telecom)
Concentrix Daksh Global Process Services Ltd
12.2014 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally
- Handled escalated calls efficiently, resolved customer complaints with empathy, finding satisfactory resolutions for both customers and the company alike
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information with minimal wait times
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Went to calls with the stake holders, managers and dealt with their queries
- Worked as an acting Coach for a team in the absence of Coach and Team Leader
Education
Diploma - Computer Science& Technology
West Bengal State Council of Technical Education
Hooghly01-2014
Higher Secondary Examination - Science Education
West Bengal Council of Higher Secondary Education
Uttarpara01-2011
Secondary Examination - Secondary Education
West Bengal Board of Secondary Education
Uttarpara01-2009
Skills
- Knowledge management
- ITIL expertise
- Continuous improvement
- Requirement gathering and analysis
- Lean six sigma
- Quality auditing
- Process improvement
- Root cause analysis
- Microsoft SharePoint
- Cross-functional collaboration
Certification
- ITIL 4 Foundation Certified from Peoplecert
Candidate ID: 9980090180122469, Certificate ID:GR671753655AD
- Certified Business Quality Analyst from QAI
Certificate ID: QAIGBCOM150120210093
- Lean Six Sigma White Belt from Management and Strategy Institute
Certificate ID: 316437560
Hobbies and Interests
- Dancing
- Art & Craft
- Cooking
Personal Information
- Date of Birth: 12/07/92
- Nationality: Indian
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Disclaimer
I hereby declare that all the above-stated information is true to the best of my knowledge
Timeline
Knowledge Management Professional
BT
03.2024 - Current
Quality Analyst
BT Openreach
12.2019 - 02.2024
Associate Engineer
BT Openreach
03.2016 - 11.2019
PRACTITIONER (DU Telecom)
Concentrix Daksh Global Process Services Ltd
12.2014 - 02.2016
Diploma - Computer Science& Technology
West Bengal State Council of Technical Education
Higher Secondary Examination - Science Education
West Bengal Council of Higher Secondary Education
Secondary Examination - Secondary Education
West Bengal Board of Secondary Education
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