SHUBHA SODHI

Client management for Project Quality and Help desk, Operations and Enhancement functions performance and initiatives for ICEGATE

• Service Delivery Manager –setting of new Helpdesk (Primary and Secondary sites), smooth transition from incumbent, defining new ITIL processes, improvement in existing process to achieve stability / process maturity
• CRM and IVR workflow defining and implementation along with coupling to ITSM ticketing tool
• Handling client escalations, end user escalations on Helpdesk as well as social media
• End to end Vendor management of third-party team to handle 24x7 helpdesk operations for PAN India end users including vetting its SLA adherence, invoicing
• Hand holding team to implement tools for email processing and advisor briefing
• Project Quality Manager -Defining and implementing of service improvement processes for ICEGATE Helpdesk and L2 teams, implementing ticket creation tool, dashboard implementation and MIS reports
• Standardizing and creating new ITIL processes and implementation, leading Infosys internal quality initiatives
• Documentation- Defining Helpdesk SOP's, ISO 20K documentation, client presentations, process documentations, Helpdesk advisory and content for online tutorials
• SLA Manager – Defining, documentation (SLA Methodology document), discussion with client and audit team, its implementation and tracking and reporting monthly SLA for project with and without exceptions
• ICEGATE PAHAL- Weekly Webinar- Conducting for end users (importers / exporters) weekly including end to end communication
• Implemented Lean Six Sigma to achieve customer delight, process efficiency and cost effectiveness
• Getting ICEGATE ISO20K certified within 1 year of achieving steady state
• Transition of ECCS from Infosys to new vendor smoothly
• Requirement gathering and implementation of AI/ML Based iTC Bots for automatic ticket creation, categorization, resolution and Sentiment Analysis of end user to minimize user escalations
• Defining and Implementing Monitoring mechanism: Call Summary Reports, Agent Performance Report, Online Dashboards in HPSM and BI tools, weekly audit emails and Calls shared
• Business Development: Successful Sales Pitch and revenue growth of increasing Helpdesk manpower from 45 to 85
• Additional Resources for Operations in pipeline.
• Implemented standardized metrics for tracking success in managing key accounts, leading to improved visibility into performance data across the organization.
• Organically grew the client base by implementing referral programs and leveraging personal networks to identify new business opportunities.
• Developed and implemented strategies for improving client retention and satisfaction rates.
• Launched new initiatives aimed at proactively identifying potential customer concerns before escalated into major issues.
• Collaborated with sales teams to identify opportunities for upselling and cross-selling services to clients.
• Increased customer satisfaction scores by implementing targeted training programs for client services team.
• Generated repeat business through consistently delivering exceptional support during all phases of customer lifecycle.
• Expanded existing business through strong account management skills that led to increased revenue from existing clients.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Scheduled and attended meetings with clients and prospective clients as requested.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Positioned as PMU and Monitoring on-ground consumption of DIKSHA and observed user behavior towards product in NCERT with help of state steering committee
• Requirement gathering and helping NCERT technical teams in energizing their Textbooks to be onboarded on DIKSHA in terms of structuring data as per required format
• Requirement gathering of the quiz, courses to be on boarded on DIKSHA as part of conducting workshops
• Information, Education and Communication plan as well as Design and implementation of feedback and monitoring mechanism
• Tracking content creation, QR coded textbooks data
• Analyzing the reporting requirements, identifying and defining the project requirements, identifying legacy systems and data requirements, defining target data systems & structure and solutioning the data transformation approaches to meet the requirements
• Defining user stories, guiding the IT team and working with the other stakeholders viz
• Govt
• Agencies, vendors etc
• On the requirements and solutioning approach
• Defining the acceptance criteria and the test data requirements, validating and accepting the user stories, coordinating user acceptance testing
• Project management including planning, executing and monitoring of team tasks vis-à-vis the program plan, risk management, stakeholder management and status reporting to program leadership
• Created project artefacts such as As-Is, To-BE processes, Functional Requirement documents, vendor evaluation criteria, Supporting RFP, Bid process management for onboarding of new vendor, Transition & exit management plan etc
• Pertaining to the project
• IT Service Management – Study the gaps in existing public call center and grievance center and designing the TO BE processes including the internal Helpdesk for the users
• This included defining SLA, categorization, introduction of standard and applicable ITIL processes, ticketing tool requirements as well as the document management system to be in place
• Enabled the User Experience through stakeholder interviews and workshops for better interface and user interaction designs
• Activities included Market Landscape assessment (market sizing, current payment flows in buses, metro, BRT and primary and secondary research of the data points
• Evaluation of players across defined criteria and Identification of potential liaison partner for the client.
• Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
• Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
• Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
• Collaborated with internal teams to develop customized solutions that addressed unique client needs.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.

Driving and implementing improvement project ensuring Service Desk as function to be ISO20K compliant based on ITIL framework in phased approach

• Driving this project as Six Sigma Green Belt by eliminating process wastes through removal of non-value adding activities by identifying shortcomings and challenges in terms of people, process and technology
• Prioritizing quick wins using criteria and requirements defined during existing process study
• IT risk management and compliance: developing practice for IT risk management and compliance (roles and responsibilities, policies and procedures, framework, risk register with their mitigation plans etc.)
• Developed metrices and KPI's of all new processes to assess success as well helping in determining necessary changes
• ISO20K gap assessment and implementation plan
• Stakeholder engagement: Leading and participating Service Management and CSAT improvement in providing advice and guidance to envisaged processes apart from daily meetings
• Base lining As Is processes across various products, geographies & stacks
• Gap analysis using industry best frameworks of ITIL standards and preparation of transformation roadmap of new processes
• Assisted client in preparing documentation for IT Strategy, IT Plan, BCP Plan and Calendar, Balance Scorecard of project.

Worked as Process consultant in establishing and building internal SI capabilities and monitoring post innovation by streamlining of AS-IS processes by identifying stakeholders pain areas and driving Continual Service Improvement Plans

• Modeled To-Be Processes enabling Process Standardization and recommending Improvements & Consolidations
• Led To-Be Design workshops for Stakeholder Validation and Sign-Off
• Setting up Command Centre Tower by proposing tool configuration based on signed-off requirements
• Ensuring that adjustments made to application are according to agreed specifications and relevant standards
• Performed role of overall ITSM process consultant (Event management, Request Fulfillment Configuration Management) as well as Problem Manager for cross functional teams
• Documentation, defining Reporting structure for various ITIL processes
• Handled End to end delivery of Managed Services and handled onsite and offshore managed services team
• Worked in conjunction with multi-vendor teams and Delivery teams where roles and responsibilities were ambiguous
• Worked on RFP response and pitched for Service Management Transformation
• Transition planning, effort estimation for processes implementation further included
• Conduct Maturity assessments for quality review and develop transformation roadmap
• Discussing requirement with technical teams and working on timelines to implement same
• Worked on technical specification and Design documents with them
• Defining workflows for process flows in Visio
• Prepared test cases, process documents and imparting training
• Migrating existing ITSM tool Hornbill (Support works) to Service Now (Eureka) and introduction of KM module part from configuring SLM and AS-IS migration of IM, SRM, CM, CMDB and PM as per ITIL standard
• Played role of CML and handled BCP activities as well as audits for project
• Worked as Global Change Manager and Configuration Manager for project and it involved risk and impact analysis of changes as well as overall assessment
• Chairing CAB meetings and preparing Agenda and MOM for same
• Post implementation review of changes and updating CMDB.