Saicat Sengupta

Experienced in managing projects and transformations, ensuring timely delivery of high-bandwidth Ethernet circuits to clients.

• Managing multiple projects simultaneously.
• Work closely with the required teams to establish clear tasks and meet project goals, fostering a cooperative and productive environment.
• Provide regular updates on project status and potential risks, utilizing a proactive approach to address issues as they arise.
• Develop and present detailed reports and presentations that effectively communicate project progress and key metrics.
• Apply structured project methodologies to ensure uniformity and quality in all deliverables.
• Monitor project timelines and follow up on deliverables, ensuring adherence to schedules and deadlines.
• Engage with the teams regularly to provide guidance and support, ensuring alignment with project objectives.
• Conducting daily team huddles to go through important process updates.
• Organize and maintain project documentation, ensuring a comprehensive and easily accessible repository for all stakeholders.
• Evaluate project outputs for accuracy and completeness, collaborating with other teams to address any identified gaps.
• Scheduling and driving RCA and activation calls.
• Securing required resources to support activation and troubleshooting.
• Driving the mandatory training completion for the team.
• Driving various SLA metrics for the team.
• Conducting training sessions for new joiners to help them know the process.
• Conducting refresher sessions on various topics regarding the process for the team, as and when required.
• Assist in change management efforts by contributing to effective communications and documentation strategies.
• Submitting ideas for the improvement of the overall process.
• Monitoring and updating the daily attendance tracker.
• Supporting everyone by creating and sharing job aids on various process related topics.
• Ensuring 100% compliance.

Voice support for UK-based Banking Service Project.

• Providing Customer Voice Support on payment plan, resolving credit card-related issues on a daily basis.
• Voice support solution in relation to credit benefits and waiver utilization.
• Resolving customer transaction-related issues and overdrafts.
• Providing digital support regarding login and browser-related issues.

Worked as a Voice Support Associate for UK Telecom Project and US IT company.

• Providing customer support related to telephone line maintenance.
• Resolving issues related to connection and repairing.
• Updating customer about the request log status and TAT.
• Providing customer support related to installing drivers on a laptop.