Parna Mitra

• Responsible for driving a team of 25-30 employees handling various areas of ITIL Service
Management and specializes in analyzing trends and issues for customer through Problem, Capacity,
Availability and Service Continuity Management.
• Participate in the identification of value-creating services
• Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to
disagreements and clarify misunderstandings.
• Saving OPEX and CAPEX costs by researching and implementing Automation initiatives and creating
fresh new approaches to long-standing problems.
• Ensuring services are delivered in accordance with agreed business
requirements, and managing the service life cycle.
• Create a communication friendly environment wherein Feedback, training and performance reviews
are given to and received from the team on a consistent basis
• Drive and ensure ISO audits are driven successfully without any Non Conformances
• Point of contact for the client managers to establish a formal channel for complaints and escalations
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen
initiatives

• Responsible for driving a team of 15 analyst taking care of the entire Service Management processes
like MIM, Problem, Configuration, Reporting, Availability, Knowledge etc.
Governing end to end IT Service Delivery and IT Service Management processes.
• Driving Scrum/Agile based projects autonomously
• Define the content and implementation of services through SLA and SLR
descriptions
• Take responsibility for developing progress plans and formulating action plans.
• Analyze and evaluate the results of the recurrent KPI's and propose action
plans for indicators in poor health.
• Identify new customer needs
• Take care of ISO Audit compliance and ensure all documents and artifacts are been reviewed
regularly
• Lead delivery teams in the project and enable close cooperation among
members to share information, develop solutions to meet broad array of
deliverables.
• Drive People, Process and technology related operational improvements that resulted in significant
savings and improved profit margins.
• Increase customer satisfaction and repeat business through relentless pursuit of resolutions to
problems arising from Product or service, protecting company reputation and client loyalty.
• Owning end to end Service Transition & Service Introduction process to ensure that the new services
are brought in Production in the best possible controlled way.
• Driving Monthly, Weekly and Daily Service Delivery Review Calls with Client.
• Point of contact for the client managers to establish a formal channel for complaints and escalations.
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen
initiatives

• Lead and manage Team of 50+ Service Desk L1.5 Agents as well as 2+ AMs.
• Manage Workflow, handle escalations, proactively engage resources to address issues and effectively
delegate workload across the Leaders reporting to me.
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen
initiatives.
• Developing and achieving performance goals as per the Stakeholder & Client requirement.
• Effectively handle Business Leadership calls.
• Responsible for Effective Stakeholder management.
• Weekly performance feedback, outlier management and maintaining systematic records of the team.
• Additional responsibilities include Capacity Planning.

• Creating training plan and conducting the training.
• Keeping up to date with developments in training by reading relevant journals, going to meetings and
attending relevant courses.
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with
managers.
• Designing and expanding training and development programs based on the needs of the organization
and the individual.
• Having an understanding of e-learning techniques, and where relevant, being involved in the creation
and/or delivery of e-learning packages

• Responsible for driving a team of 25+engineers to resolve issues arising due to application and/or
servers.
• Work Flow management
• Identifying and preparing training plans.
• Working and preparing the Root Cause Analysis (RCA) for escalations and dissatisfied feedbacks.
• Weekly performance feedback, outlier management and maintaining systematic records of the team.
• Daily activities including management of the team to meet the process targets.
• Capacity Management.
• Review the quality of the work completed with the project team on a regular basis to ensure that it
meets the project standards
• Define the scope of the project in collaboration with senior management
• Create a detailed work plan which identifies and sequences the activities needed to successfully
complete the project
• Provide coaching and training on how to communicate better with clients.
• Prepare reports for Annual appraisal.
• Monitor Chat conversations of employees with customers to further coach and train on the correct
usage of English Language Grammar.
• Ascertain technical training needs and planning for the schedules of the required trainings on a
monthly basis.
• Assisting the client in On-Boarding new applications to the project and thereby preparing and creating
relevant documents for the complete transition of the application.
• Incident Management based on ITIL Framework
• Preparing data for SDR and monthly performance records.
• Vendor management
• Was involved in Customer Feedback creation and automation.
• Drive initiatives in the management of the team and organizationally that contribute to long-term
operational excellence.
• Process and Quality Assurance

• Responsible for monitoring the call and Ticket Quality of a team of 20 agents.
• Created the process to be followed for taking calls as it was a pilot process.
• Audited calls and performed Quality Assurance.
• Prepared Pareto and used
• To monitor, evaluate calls and identify areas of opportunities.
• Provide complete, accurate, timely documented feedback on every evaluation.
• To track and compile issues identified while call evaluation.
• Comply with Call Monitoring procedures with 100% of accuracy and 100% of productivity.
• Complete daily/weekly/monthly assigned number of evaluations.
• Attend monthly review call with HOD.
• Provide Management with reports on evaluations completed as and when requested.
• Assist in business/process improvement by adding value to the organization/client

• Coached and monitored a team of 20+ agents on the process
• Advised Customers on ways and means to pay the outstanding debt.
• Coached new joiners on the process.
• Audited calls and mentored new joiners on how to achieve customer satisfaction.
• Providing customer service regarding collection issues, process customer refunds, process and review
account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and
maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer
reconciliations and processing credit memos.
• Accountable for reducing delinquency for assigned accounts.
• Perform other assigned tasks and duties necessary to support the Accounts Receivable Department.
• Enlist the efforts of sales and senior management when necessary to accelerate the collection
process.
• Collect payments on past due bills.
• Create a list of people who have not made payments.
• Organize list according to severity of delinquency.
• Locate customers using credit bureau information, background checks, loan documents, and other
paperwork or databases.
• Call customers to further assist them on the different ways to making payments to reduce their debt to
the company thereby assisting them to maintain a healthy credit score
• Inform clients of overdue accounts and amount currently owed.
• Attempt to collect payment.
• Review terms of sale or loan documents.
• Ensure all customer information is correct, including phone numbers and addresses.
• Listen to customer's story and determine if debt can be collected.
• Set up repayment plans and new terms of sale.

• Handled a team of 50 + members.
• Weekly performance feedback, outlier management and maintaining systematic records of the team.
• Driving process deliverables to increase productivity & higher revenue impact.
• Daily traction of call quality, enhancement of process as well as product knowledge.
• Day to day administrative management of the team to meet internal & external targets.
• Motivate and inspire team members
• Intervene when necessary to aid the group in resolving issues
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team
effort
• Establish meeting times, places and agendas
• Provide status reporting of team activities against the program plan or schedule
• Escalate issues which cannot be resolved by the team
• Provide guidance to the team based on management direction
• To ensure all the KPI's are met on a daily basis.
• Queue Management & Break Management
• Handle customer and client escalations
• To review the Associates performance on a weekly basis and help them with action plans to improve
the overall performance
• Schedule and Conduct team meets on a daily and weekly basis for all the employees
• Ensure all the parameter are met of management required
• Attending the Conference Calls with clients on a monthly basis to give them an update on the
performance of the team.
• Determining Process Improvement Plans and action plans to further improve the performance of the
team.
• Floor Support , Reporting to Manager
->Subject Matter Expert
• Gave technical assistance to a team of 20.
• Organized vitality training for performance outliers.
• Performed training need identification for performance outliers based on several client set metrics.
• Technical Support Executive
• Handled first level calls from US customers related to technical issues.
• Performed on client & internal metrics to deliver & exceed my targets.
• Developed troubleshooting documents for new issues, like for Windows Vista