Deepa Chakraborty

The role provides critical support by leading the portfolio of
customer experience IT projects which includes managing
deadlines, assigning tasks, monitoring progress, and
reporting results to manage business sponsor expectations.

• Identified project scopes, constraints, risks and deadlines.
• Tracked project performance to analyze successful completion of short- and long-term goals.
• Supported project managers in managing schedules and milestones.
• Prepared and filed documents and collected data to track performance and efficiency.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Adhered to budget requirements with excellent planning and consistent expense monitoring.
• Built successful project plans covering objectives, resources and staffing to meet schedules.

• Reviewed market analysis to evaluate project plans and align with strategic initiatives for optimizing project outcomes.
• Advised departmental managers regarding resource allocation and appropriate levels of expenditure to drive achievement of corporate vision.
• Worked with resource analysts to develop charts and spreadsheets of accounts to evaluate performance of long-term accounts.
• Collaborated with senior administration on creation of reasonable budgets for both ongoing and short-term program funding.
• Designed standardized reports and forms for program assessment, budgeting and billing for use by statewide staff in program monitoring.
• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Created and optimized records management strategies to coordinate and protect information.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Have been associated with BT (British Telecommunications) account and handled different types of ISP related issues with regards to Router, Broadband connection, Optic Fiber, PSTN, Ethernet/ Wi-Fi etc.
• Handled escalation of unresolved cases by effectively doing some research & liaising with appropriate departments.
• Troubleshot to resolve issue with the end user.
• Created work schedules for network engineers correctly.
• Contacted end users to schedule for available time slots for engineer visits.
• Followed-up with network engineers to drive issue closure. Contacted end customer to check for final resolution and satisfaction.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Increased efficiency and team productivity by promoting operational best practices.