Neha Gupta
Service Strategy And Transformation
Gurgaon,HR
Summary
Bold and inclusive leader with 15 years of blended international experience designing and executing IT service management strategy, delivering global transformational programs, and enabling service as a value stream to drive growth for technology and cloud products
Known for driving operational excellence by recommending leading technology solutions, introducing right talent, and restructuring support models while incubating user centric design frameworks. Obsessed with customer success, building connecting brand experiences besides being personally passionate to
‘make change happen’.
Strongly believes in growth mindset and focused on continuous professional development demonstrated by versatile career progression leading complex business problems despite limited domain expertise
Competence in developing service as a Product using concept to launch lifecycle and well versed with lean agile delivery practices and major frameworks
Overview
20
20
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Manager and Complex Team Manager
BT Global Services
Gurgaon, HR
01.2013 - 11.2013
- Transitioned and Transformed ‘My Account’ helpdesk into service desk serving 3000 BT customers, by reducing overall ticket volume by 30% in FY 2012-13, increasing right first time resolution by 50% & achieving SLA target of 95% for access requests with 100% compliance
ISO Lead
BT
07.2012 - 11.2013
Senior Manger, Service Product Manager
BT
Gurgaon, HR
10.2020 - Current
- Strategy - Participate in Service as a product development strategy and roadmap build for technology product support
- Work with developers and service architects to enhance customer tech solutions
- Responsible for delivery and framework for ITIL managed service portfolio to optimize legacy architecture services.
- Product Management - Discover, design and elaborate service demand to translate into product development roadmap and value based releases from prioritized backlogs of features and user stories.
- Innovation - Works with transformation leads onservice journeys and customer experience, migrating complex multi vendor network operations environment with leading diagnostics technology and creating self serve and Zero touch capabilities to reduce fault resolution times by almost 60%
- Collaborating - Co- Creating Team of Team org design with diverse set of stakeholders collaborating on common goals, breaking silo ways of working, resolving conflicting priorities and building cross-functional agile squads
- Delivery - Optimizing and directing multiple large scale delivery plans to scale launches of new service tool/capabilities into operations.
Senior Product Development Manager
BT
Gurgaon, HR
10.2017 - 08.2020
- Integrated adoption services, customer trainings and professional services in portfolio to embed customer centric designs, simplify product complexity, improve customer use and adoption by 30% and reduce operational costs by 10%
Head of Service Operations
BT
Gurgaon, HR
01.2018 - 04.2020
- Transitioned large scale teams from multi global locations into one two strategic hubs building shared service capabilities, reducing overall operating costs by 28% and shifting focus from transactional interactions to enhancing customer experience
- Integrated adoption services, customer trainings and professional services in portfolio to simplify product complexity, improve customer adoption and reduce costs for professional services.
- Launched community for service management to drive service standardization across contracts , gets ideas nurtured and enable teams to contribute positively outside their domains to resolve wider customer business challenges
Senior Manager, Service Operations
BT
Durban, South Africa
02.2017 - 09.2017
- Took complete ownership and accountability for regional service hubs during business critical changes. Redesigned organization structure and embedded strong performance management and governance framework
- Formulated career paths for employees initiating talent development , introducing right hiring practices and improving technical and customer training plans
- Key Milestone: Merged service desks from cape town to Durban reducing costs by 40% and increased business in t region by 20% building new capabilities for contact centre airline clients like Emirates, Etihad and Singapore airlines
- Analysed metrics for faults to identify trends and transform business processes achieving service level agreement by 72% and improved relationships with vendors, redesigned services delivered and improved engagement levels
Senior Manager - Service Operations
BT
Texas, Houston
08.2015 - 02.2017
- Leading multiple bespoke complex contracts like Rolls Royce, Worley Parsons and Standard Chartered, simplifying service management from bespoke to standardized environment
- Organized Cultural exchange visits with clients to strengthen relationships across business stakeholders
- Key Milestone: Engaged consistently at customer site in Texas engaging with senior executives to review, design and deliver solution capabilities (technical, service and implementation) retaining loss of contract breaches worth $112 m and driving service status RED to GREEN successfully .
Customer Success Manager
BT
Gurgaon, HR
11.2013 - 08.2015
- Global Business and Financial Markets, Designed uplifted service model for unified communication services for VISA and developed capability in existing teams to support enhancing customer experience becoming one Service shop for customers and contributing £5 million business expansion
Customer Service Lead
American Express
05.2010 - 07.2012
- Exemplified the second-to-none customer service delivery for Amex US consumer market
- Won "Service Excellence Award" for instrumental role elevating guest-satisfaction index from 74% to 92% within a year and building customer -focused teams
- Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Food And Beverage Supervisor
10.2009 - 03.2010
- Managed customer relations and provided exemplary service .Handled customer complaints, client inquiries, bookings for banquets/ corporate meetings to meet client needs and meet business revenues.Awarded as departmental winner for providing exceptional guest service experience
- Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations
- Excellent mix of customer service and management experience to enhance brand value, ensure maximum efficiency and adding value for market propositions with responsibility of budgets
Customer Service Executive
Marriott International
09.2006 - 10.2008
Food & Beverage Supervsior
Norfolk Hotels International
07.2004 - 09.2006
- Years 3 months)
- Planning, organizing & coordinating day-to-day operations at restaurants/ bar that serve and prepare food and beverages
- Managed customer relations,and the facility while also taking care of all the administrative and human resource tasks such as hiring, recruiting, and training employees
Education
Post -
University of California
01.2019 - 01.2020
Post Graduate Diploma - Hospitality Business Management
Pacific Institute of Managemnet
01.2009 - 01.2010
Bachelor's degree - International Hospitality Management
Rai University
01.2002 - 01.2005
Higher National Diploma - International Hospitality Management
University of Edexcel, Edexcel University
01.2002 - 01.2005
Business & Commerce
Mount Carmel School
01.2000 - 01.2002
Skills
Strategic Planning
Accomplishments
Leaded ISO project for all existing and new BT hubs in India and successfully achieved ISO 27001 & 9001
Additional Information
Member of India leadership team sponsoring key initiatives for women in Technology and 'return to work'
Certification
Certified Safe Agile PO/PM
Timeline
Senior Manger, Service Product Manager
BT
10.2020 - Current
Post -
University of California
01.2019 - 01.2020
Head of Service Operations
BT
01.2018 - 04.2020
Senior Product Development Manager
BT
10.2017 - 08.2020
Senior Manager, Service Operations
BT
02.2017 - 09.2017
Senior Manager - Service Operations
BT
08.2015 - 02.2017
Customer Success Manager
BT
11.2013 - 08.2015
Manager and Complex Team Manager
BT Global Services
01.2013 - 11.2013
ISO Lead
BT
07.2012 - 11.2013
Customer Service Lead
American Express
05.2010 - 07.2012
Food And Beverage Supervisor
10.2009 - 03.2010
Post Graduate Diploma - Hospitality Business Management
Pacific Institute of Managemnet
01.2009 - 01.2010
Customer Service Executive
Marriott International
09.2006 - 10.2008
Food & Beverage Supervsior
Norfolk Hotels International
07.2004 - 09.2006
Bachelor's degree - International Hospitality Management
Rai University
01.2002 - 01.2005
Higher National Diploma - International Hospitality Management
University of Edexcel, Edexcel University
01.2002 - 01.2005
Business & Commerce
Mount Carmel School
01.2000 - 01.2002
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