Poornima Saraf
Service Delivery Manager
Bangalore,Karnataka
Summary
Service Delivery Manager with 16 years of experience in Services industry in diverse skills of operations service delivery, People management, Analytics and Project management. Strong leader known for driving efficiency through continuous process improvements.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Service Delivery Manager
Hewlett Packard Enterprise
Bangalore, Karnataka
02.2015 - Current
- Manage a team of 30 technical specialists providing technical consultancy for Global Enterprise Customers for Servers in India.
- Meet and manage customer delivery oriented operational metrics
- Strategize on turnaround of various business metrics with cost optimization
- Cross collaboration efforts within various departments of case lifecycle for efficient service delivery
- Drive and implement process changes for better business outcomes.
- Built this team through upskilling from the earlier team of 20 Team members in to Core server Technology.
- Business Contingency Participated in planning meets and strategy discussions on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Cultivated effective and positive working relationships by upskill of Team members with trainings .
- Coordinated new hire recruitment, training and development.
Project Manager
Hewlett Packard Enterprise
Bangalore, Karnataka
09.2011 - 01.2015
- Worked in the implementation of the project "Delivery control Tower" that looked into the E2E lifecycle of a case and drive improvement areas of opportunity to enhance customer experience.
- Started with APAC which resulted in successful trun around of customer experience scores, earning accolades from Business leaders and stakeholders.
- Project was then implemented in different Geographies like Middle East, South Africa, Indonesia and India.
- Systematic improvement program identifying areas of improvement opportunities from start of an interaction till case closure.
- Weekly and monthly connect with all stakeholders like Remote, Supply chain and onsite to drive actions.
- Enhanced Customer experience creating WOW moments leading to better operational statistics and sales.
Customer Experience Specialist
Hewlett Packard Enteprise
Bangalore, Karnataka
08.2009 - 08.2011
- Worked on enhancing Customer experience for entire Center.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating and being "Best in Class" amongst all centres globally.
Quality Analyst
Hewlett Packard Entrprise
Bangalore, Karnataka
08.2006 - 05.2009
- Driven Customer experience metric , daily analysis of results and notification to stakeholders
- Analyzed issues to identify troubleshooting methods needed for quick remediation and enhance Total customer experience
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Served as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.
- Held meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
Technical Support Engineer
Hewlett Packard Enterprise
Bangalore, Karnataka
04.2005 - 07.2006
- Served as primary point of contact for support relating to desktop solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Maintained response times in compliance with internal policies to support business continuity.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
High School -
Vidya Vikasini Matriculation Higher Secondary
Coimbatore 06.1997 - 04.1999
Bachelor of Engineering - Electronics And Communication
Manipal Insitite of Technology
Manipal 06.1999 - 04.2003
Skills
Part of Core Group of Successful certification of CMMI Level 5 for India Operations Level 5
Leading Women Empowerment Program as a part of Inclusion and Diversity for Global Remote Services Bangalore, HPE
Skill development and People management
Consistently delivered excellent People Management scores in Voice of workforce Survey in HPE for last 4 years
Analytics of metrics and continuous improvement process
Awarded Best Team for total customer experience E2E for last 3 years
Star award for best performer in driving Customer experience
Awarded Best Quality Analyst for driving improvement areas and turning around Team performance
Timeline
Service Delivery Manager
Hewlett Packard Enterprise
02.2015 - Current
Project Manager
Hewlett Packard Enterprise
09.2011 - 01.2015
Customer Experience Specialist
Hewlett Packard Enteprise
08.2009 - 08.2011
Quality Analyst
Hewlett Packard Entrprise
08.2006 - 05.2009
Technical Support Engineer
Hewlett Packard Enterprise
04.2005 - 07.2006
Bachelor of Engineering - Electronics And Communication
Manipal Insitite of Technology
06.1999 - 04.2003
High School -
Vidya Vikasini Matriculation Higher Secondary
06.1997 - 04.1999