Reshma Chandna

• Owner for Project management of all On-going improvement initiatives including control and report actions on sustaining activities.
• Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc.
• That may also involve tools and technology dependencies to drive improvements.
• Work closely with Internal and external stakeholders including Account delivery & Client to discuss Service improvement actions, RAILS and review progress.
• Excellent problem-solving skills including opportunity identification, RCA, data analytics etc.
• Being the expert on the account, manage all Changes to the Scope of Services for the account and ensuring right staffing and recovery for the change.
• Collates all data into a concise and comprehensive report on service performance, as measured against agreed business targets & goals.
• Analyze the Service Level achievements compared to SLA's and provide remediation support when needed and drive optimization and efficiencies.
• Provide guidance on ITSM processes and drive process optimization.
• Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control processes.
• Interlock with cross functional teams to drive actions to address complex problem resolution to optimize delivery.
• Apply Statistical Process Control methods to Measure the baseline and Improve Process Performance.
• Implementation of Industry Standard Practices to drive ongoing Service Improvement initiatives/projects/programs.

Transition Projects – KM Process for Air Canada, BMW, FedEx, Enlyte

• Enterprise Knowledge Manager and Consultant, collaborating with stakeholders across accounts to provide expertise and guidance in Knowledge Management (KM) initiatives.
• Develop and design Knowledge Management training modules, to enhance team proficiency in KM practices, which involves conducting advanced access training for tools such as Service Now, BMC Remedy/Helix.
• Implement KCS (Knowledge Centered Service) and UFFA methodologies to drive project success, enhance knowledge capture efficiency, and define the KM key performance indicators (KPIs) for measuring effectiveness.
• Coordinate project management aspects related to knowledge transfer, implementation of improvement plans and provide support to ITSD teams on Knowledge Management strategies, awareness, transitions/migrations, KM audit and mediation.
• Conduct steady state knowledge checks for live accounts, analyze expiring/expired knowledge, and perform health checks to maintain up-to-date and effective knowledge management processes.
• Mediate and identify service improvement opportunities for accounts under remediation or significant escalation.
• Assess current situations by verifying existing information and retrieving information to cover gaps.
• Identify top ten call drivers, analyze SLA reporting to find gaps and root causes, provide improvement suggestions, and assist with implementations.
• Lead and drive solo projects from initiation to completion, applying knowledge management best practices and data governance to deliver impactful solutions and achieve project goals.
• Utilize Excel to create detailed reports and dashboards that provides clear insights into knowledge base usage and effectiveness.
• Lead the Virtual Knowledge Manager program for Service Desk associates and conduct the Knowledge Management Boot Camp Program for trainers globally.
• Facilitate weekly meetings to review project progress, oversee task delegation and address challenges.
• Collaborated with cross-functional teams to prioritize knowledge management initiatives and drive innovation through the leveraging of existing knowledge assets

• Designed, developed, and delivered technical and process training programs for employees at all levels of the organization, created comprehensive materials such as presentations, e-learning modules and hands-on exercises to ensure effective learning environments.
• Conducted Training needs assessments to identify skill gaps and training requirements, collaborating with stakeholders to define learning objectives, ensuring targeted training delivery.
• Evaluated the effectiveness of training programs through assessments, surveys and feedback sessions making continuous improvements based on learner feedback and organizational objectives.
• Facilitated onboarding through orientation and training sessions for new hires, ensuring swift integration into roles and organizational goals.
• Developed and maintained training documentation, including training outlines, user guides and Standard Operating Procedures (SOPs), ensuring consistency in training materials.
• Led train-the-trainer sessions to equip internal trainers with the necessary skills and knowledge to deliver effective training programs.
• Prepared, conducted,and evaluated technical training programs, synchronized with the Operations and the Global L&D team for effective training schedule planning.
• Provided Process/Product training, On-job training to the associates and new hire batches, emphasizing continuous improvement for process efficiencies.
• Created standard processes and future reference materials, contributing to streamlined training delivery.
• Evaluated and generated reports to Service Delivery Managers, Operations Managers and the team, conducting call audits to identify knowledge gaps.

• Handled Service Request Cases, Incident Cases – Remedy and ServiceNow, demonstrating proficiency in issue resolution.
• Resolved, Routed, Escalated, and identified any critical issues.
• Provided frontline support to clients and assisted them with PC Set up, MS Office (Outlook, Excel, PowerPoint, Word, Excel), Browsers, VPN, Network Issues (Wireless and Wired), Webex and Jabber issues, IP Phones, Printer, Back-up applications etc.
• Served as a Back Up Trainer.
• Completed Virtual Knowledge Management Program with number one spot in Virtual Knowledge Managers – Customer Owned Tools group.

• Encouraging good practices and discouraging bad ones (as per floor policy).
• Identifying potential issues with customer products and providing resolution with effectiveness & efficiency.
• Implemented agent training and coaching initiatives related to technical problems.
• Understanding the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
• Providing customer feedback and internal management feedback to agents to improve their on-call resolution.
• Educated agents on CLIENT/WIPRO policy trained new agents in a side-by-side setting and coached them to improve their problem resolving skills.
• Attended client calls to acquire process updates and to share technical knowledge.