Smita Ganbote
Pune City
Summary
Seasoned IT professional with 22+ years of experience in service management consulting, auditing, training, and quality assurance. Experienced in leading complex projects, implementing industry best practices, and driving digital transformation initiatives. Demonstrated expertise in analytical thinking, problem-solving, task management, and customer service. Skilled in leading diverse teams and fostering strong client relationships.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Process Excellence Specialist
Amdocs
08.2021 - Current
- Quality Assurance and Process Improvement: Led initiatives to standardize processes, resulting in improved efficiency and consistency
- Implemented a knowledge management framework to enhance collaboration
- Agile and DevOps Adoption: Successfully governed the implementation of DevOps practices and created ITIL processes to streamline service delivery
- Customer Satisfaction: Conducted regular audits to identify improvement opportunities, led root cause analysis sessions, and transformed IT service management practices
- Process Standardization: Led initiatives to standardize processes across multiple accounts, resulting in improved efficiency and consistency
- Certifications: Obtained relevant certifications to demonstrate expertise (e.g., Agile, ITIL)
- Production Readiness Tool Framework: Designed and implemented a production readiness tool framework across 20+ accounts
- Metrics-Driven Approach: Defined, measured, and reported on key performance indicators (KPIs) to track process effectiveness and identify areas for improvement
- Knowledge Management Framework: Implemented a knowledge management framework to enhance knowledge sharing and collaboration within the team
- End-to-end quality management for APAC cluster
- Process standardization and improvement initiatives
- Metrics-driven approach to track process effectiveness
- DevOps adoption and governance
- ITIL process implementation
- Service maturity audits and improvement plans
- RCA and LL sessions for major incidents
- Customer-centric process implementation
- ISO 9001:2011 audits
- Production Readiness Tool Framework Development and Implementation: Designed and implemented a production readiness tool framework across 20+ accounts
Service Desk – Team Lead
Amdocs
10.2006 - 08.2021
- Team Leadership: Successfully led teams in managing North American clients, ensuring smooth and timely delivery
- Process Improvement: Identified, created, and implemented processes to efficiently manage releases
- Project Management: Successfully managed projects, including planning, risk analysis, and monitoring quality
- Customer Satisfaction: Ensured timely delivery of tasks, achieved client SLAs, and resolved billing issues
- Artificial Intelligence Implementation: Implemented AI tools to reduce manual efforts and improve operations
- Team leadership and management
- Release management and deployment
- Business requirement analysis and solution development
- Project planning and management
- Quality assurance and metrics reporting
- Client communication and support
- Troubleshooting and root cause analysis
- AI tool implementation
Senior Processing Officer
P&O Nedlloyd / Maersk
09.2002 - 09.2006
- Company Overview: Shipping Line
- Process Efficiency: Handled deals efficiently for global tender accounts, maintained accurate shipping rates, and ensured timely deal assignment
- Customer Support: Handled day-to-day correspondence with sales agents and provided excellent customer service
- ISO Compliance: Played a key role in maintaining ISO documentation and served as an auditor
- Shipping Line
- Deal management and processing
- Rate maintenance and accuracy
- Deal approval and assignment
- Customer communication and support
- Reporting and analysis
- ISO compliance and auditing
Customer Care Executive
Sarc Enterprise (BPL)
01.1999 - 01.2002
- Customer Support: Provided excellent customer service and support for customers in multiple regions
- Billing and Record Management: Handled billing queries and maintained accurate subscriber records
- Special Project Management: Successfully managed the 'Value Based Customer (VBC)' project
- Customer service and support
- Billing query resolution
- Record management
- Special project management
Education
Bachelor's - Commerce, Specialization in Marketing & Advertisement
Pune University
04.2002
High School -
Pune University
03.1999
Skills
- BMC Remedy Expertise
- Python Programming
- Experience with Amily and Ayehu Eyeshare
- AWS Cloud Management
- PowerApps Implementation
Certification
- ITIL Foundation Certificate in IT Service Management, 01/01/15
- Six Sigma Certification Green Belt
- Basic Python Certification
- Global AWS Solution Architect Associate, 06/01/21
- SAFe 5.0 Agilist, 01/01/22
- PMP Certification, 01/01/24
- Build You Leadership Batch 2 (BYLV), 01/01/20
Timeline
Process Excellence Specialist
Amdocs
08.2021 - Current
Service Desk – Team Lead
Amdocs
10.2006 - 08.2021
Senior Processing Officer
P&O Nedlloyd / Maersk
09.2002 - 09.2006
Customer Care Executive
Sarc Enterprise (BPL)
01.1999 - 01.2002
Bachelor's - Commerce, Specialization in Marketing & Advertisement
Pune University
High School -
Pune University
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