SHUBHOMITA NEOGI
Summary
Dynamic Associate Consultant, skilled in Quality Assurance and Continuous Improvement. Achieved significant operational efficiency by automating processes, reducing maintenance time from 5 hours to 30 seconds. Proven ability to enhance customer satisfaction through effective relationship management and performance analysis, driving impactful results in service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Associate Consultant (SPM/TPM)
HCL Technologies Ltd
12.2024 - Current
- Conduct service management review in collaboration with key stakeholders to ensure services and performance are aligned with the Customer's business plans
- Overall relationship management with the Customer
- Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract.
- Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs.
- Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
- Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
- Collaborate with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively.
- Identify ongoing benefits, opportunities, and innovation for continual service improvement
- Act as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.
- Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.
- Participate in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives in the prioritization and resolution of escalations, as appropriate.
- Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.
- Establish periodic status meetings with the Customer, and to discuss status of contractual relationship.
- Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule.
- Present a formal monthly program review for the Customer, examining all aspects of the solution in the previous month, highlighting successes and failures, and recommending measures for improvement
- Monitor ongoing service management to ensure compliance with SLAs and performance commitments.
- Ensure that all deliverables agreed under the Customer agreement are duly completed, delivered and approved.
- Automated the wireless and wireline emergency scheduled maintenances for the customer reducing the time and effort from 5 to 6 hours to 30 seconds.
Assistant Manager (Service Desk)
MPhasis Ltd
06.2022 - 11.2024
- Supervised and reviewed service desk activities, ensuring efficient and effective operations.
- Ensured compliance with industry standards such as GSD, PCI, ISO, ISMS, and BCMS by facilitating thorough audits with internal and external teams.
- Spearheaded hiring processes, including placing requests and conducting interviews to build a high-performing team.
- Partnered with HR and support groups to enhance employee retention and satisfaction, fostering a positive work environment.
- Conducted in-depth root cause analysis of escalations and SLA misses, implementing solutions to prevent future occurrences.
- Consistently achieved all CSL and KSL targets for 5 consecutive months, significantly boosting the Account's delivery health and efficiency.
- Developed and managed employee schedules to ensure optimal 24/7 support coverage, aligning with forecasted demands.
- Executed successful catalog validation and testing in pre-production, ensuring seamless go-live of new applications.
- Transitioned new processes and facilitated smooth go-live of new account deals, driving operational excellence.
Operations Manager
Concentrix Philippines
12.2019 - 04.2022
- Led a Business Intelligence project to track and present a dashboard highlighting bottom outliers across critical metrics per Line of Business (LOB)-Google and Microsoft accounts.
- Collaborated with the Automation team to deploy the ADVISOR XP tool for an account, enhancing operational efficiency.
- Maximized revenue generation by managing data collection for billable/non-billable hours, forecasting, and budgeting to achieve long and short-term financial objectives.
- Managed and reviewed operational reports, including attendance adherence, PFP, client scorecards, and metrics management reports, ensuring optimal performance.
- Fostered and strengthened relationships with client partners to enhance collaboration and satisfaction.
- Participated in cross-functional meetings with Training, HR, Quality, Workforce Management (WFM), and Talent Acquisition (TA) teams to review operational support information and define action plans for continuous improvement.
- Implemented best practices and consistently over-delivered for clients, driving performance and evaluating staffing needs with input from Business Development (BD) and clients to meet changing requirements.
- Attended business reviews with clients, providing strategic inputs and recommendations for improvements and adjustments.
Master Data Management Specialist
LINDE Global Services
12.2013 - 05.2019
- Conducted comprehensive audits for the India sector, ensuring strict compliance with standard processes, pricing, and customer master data (1/2019).
- Led the migration and transition of the Order-to-Cash Master Data process in Bangladesh (3/2018).
- Delivered comprehensive training to the master data management team on GST (Goods & Services Tax) management following its go-live (7/2017).
- Directed the Gases Sales Reporting month-end closing activities and identified several process improvement methods, focusing on posting journal voucher entries.
- Implemented mass upload templates for healthcare product invoices via the Legacy System Migration Workbench in SAP, adhering to NPPA (National Pharmaceutical Pricing Authority) regulations in India, effectively reducing company-wide costs and time.
Grievance Management Executive
LINDE India Limited
03.2012 - 11.2013
- Managed all aspects of the Grievance Management Department for customer complaints across India, handling Tele queries in SAP.
- Conducted weekly performance analysis of the department, driving continuous improvement.
- Minimized logistics and cylinder safety issues nationwide by finalizing complaints and logging resolved cases.
- Facilitated a Six Sigma Black Belt project to track and ensure on-time delivery of ordered products (DIFOT, Delivery In Full On-Time).
- Monitored customer requests for cylinder delivery and supply in Bangalore, addressing escalated concerns and enhancing customer service quality through effective problem-solving.
- Improved distribution team efficiency across Bangalore by implementing a club supply system, reducing the number of vehicles needed for single deliveries.
Assistant Teacher
St. Lawrence High School for Boys
06.2010 - 07.2011
- Developed and delivered lectures, discussions, and audio-visual presentations to educate students effectively.
- Assessed student development, identified individual needs, and communicated results to parents and school management.
- Organized and conducted remedial classes for students requiring additional support.
- Taught and evaluated students through distance and online courses, ensuring comprehensive understanding and progress.
- Guided students and provided consultations during parent-teacher meetings, advising on program curricula and academic decisions for grade advancement.
Customer Service Executive
IBM Daksh BPS Pvt. Ltd
08.2007 - 05.2009
- Provided technical support and troubleshooting for BELL Canada TV through incoming calls.
- Delivered exceptional customer service to foster customer loyalty and satisfaction.
- Captured and forwarded complaints and genuine customer feedback to the quality assurance department for continuous improvement.
- Established and monitored customer service standards using comprehensive benchmarks.
- Escalated critical customer issues to supervisors promptly to prevent revenue loss.
Education
Master of Science - Agricultural Sciences
Calcutta University
Bachelor of Science - Botany
Calcutta University
Skills
- Quality Assurance/Management
- Goods & Services Tax Management
- Continuous Improvement
- Regulatory Compliance
- Audit Management
- Performance Analysis/Management
- Cost Savings
- Staff Training & Development
- Project Management/Participation
- Capacity Management SLA
Certification
- Certified Six Sigma Yellow Belt
- Issue Management Training
- Quality Management
- Data Analytics
- Power BI certification
- ITIL-V4 certification
- Automation Champion and Training assistant
- Supply Chain and management
- PMI- ongoing
Honors And Awards
- PLATINUM in ECP-TOP PERFORMER FOR Q1-2025, For implementing of automation for wireless and wireline circuit maintenances that were being monitored manually for the last 25 years in the account. This ensured fast track scheduled maintenances and timely submission of change requests since April 2025.
- PINNACLE AWARD, Mphasis, For consistent performer as an Assistant Manager, customer centricity and responsibility towards stakeholders.
- APPLAUDS/ACCOLADES, Mphasis, On multiple occasions for contributions in establishing client confidence and mentoring the service desk team to outperform and receive client appreciations.
- SPECIAL CITATIONS and AWARD, Linde Gases ROHQ, Pte Ltd, Earned the 'Special Citation Award' as part of Project Blue Sky, for successfully transferring knowledge to the Divestco team in Hyderabad, India.
- Going the Extra Mile Award, for exceeding customer and stakeholder expectations.
- Champ of the Month, (team achievement) & 'Spot Award' (team commercial-OTC).
Timeline
Associate Consultant (SPM/TPM)
HCL Technologies Ltd
12.2024 - Current
Assistant Manager (Service Desk)
MPhasis Ltd
06.2022 - 11.2024
Operations Manager
Concentrix Philippines
12.2019 - 04.2022
Master Data Management Specialist
LINDE Global Services
12.2013 - 05.2019
Grievance Management Executive
LINDE India Limited
03.2012 - 11.2013
Assistant Teacher
St. Lawrence High School for Boys
06.2010 - 07.2011
Customer Service Executive
IBM Daksh BPS Pvt. Ltd
08.2007 - 05.2009
Master of Science - Agricultural Sciences
Calcutta University
Bachelor of Science - Botany
Calcutta University