Soma Sengupta

• Lead Transformation, Automation and Reporting teams for 4 projects across different service domains
• Lead planning and strategic decisions with operational teams
• Delivered contractual reports on SLAs and Business volumes to cater to diverse group of audience and provide inputs for continuous improvement and highlight project risks and deviations
• Identified trends in performance either areas of excellence or areas for improvement and improve operational efficiencies
• Liaised with client stakeholders & conduct regular status calls to ensure transparency among all parties
• Ensured consistent & controlled handling of all requests for change to services delivered to clients and fulfill contractual requirements of Change Order process for each client
• Minimized service delivery failures by analyzing impact of changes in detail and establishing robust acceptance frameworks for change implementation
• Provide guidance to develop PBI Dashboards for contractual reports

• Lead 2 Order Management processes for Customer orders and requests
• Worked with various departments and levels of management to resolve customer issues
• Served as escalation point to assist in resolving issues with orders
• Transitioned Order management process for new client processes and ensure seamless knowledge transfer
• Held full responsibility for management of day-to-day team operations and client management
• Motivated team to achieve high standards and KPI targets
• Conducted performance appraisals for team
• Skilled in Knowledge Transfer and Transition planning, Process documentation, SIPOC, FMEA and Process maps
• Mapped and designed processes and adhered to strict transition deadlines
• Independently interacted with client process experts & conducted knowledge sharing sessions for cross training
• Cultivated and maintained strong client relations while contributing highly to process growth
• Actively participated and hosted team building activities, staff retention initiatives, Customer satisfaction surveys, Continuous improvement projects and cost reduction ideas
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels

Incident Management:

• Driving, developing, managing and maintaining major incident process associated procedures. Ensuring that all team follow incident management process for every incident.
• Co-ordinate activities between multiple support groups to ensure adherence to extant Service Level Agreements where other groups are needed to resolve Service Desk Incidents
• Prioritize incidents based upon impact to users and SLA guidelines. Delegate responsibility by assigning incidents to appropriate provider group for resolution
• Perform post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete
• Deliver reports on SLA and Business volumes to cater to diverse audiences and provide inputs for continuous improvement and highlight project risks and deviations

Service Desk:

• Ensuring that team is delivering exceptional customer service. Monitor daily team operation and ensure smooth functioning of team and process
• Responsible for tracking resource availability by proper work force management and work plan creation. Ensure that team meets defined SLA by monitoring performance metrics
• Conduct team meetings and huddles and keep teams updated on process changes or new services introduced in system
• Responsible for handling escalations in accordance with established ITSM processes and SLAs and accordingly update management for any corrective and preventive actions to be implemented

Knowledge Management and Service Request Management:

• Responsible to gather, analyze, store and share knowledge and information to improve efficiency and reduce reemerging queries and dependency on clients
• Review and manage service request backlog as needed to ensure all Service requests are correctly prioritized, scheduled and moved through system with established ITSM and processes
• Strive for process improvements and undertake process improvement projects to improve efficiency and quality of service
• Manage and publish white papers to document process improvements, identified workarounds, known errors and related procedures

• Held full responsibility of day-to-day team operations and client interactions for 4 teams
• Prepared daily workloads for staff & coordinated daily allocation of work
• Motivated team to achieve high standards and KPI targets
• Conducted performance appraisals
• Facilitated End to End Transition deliverables
• Skilled in preparing transition planning, documentation, SIPOC, FMEA, process maps and procedure guides
• Independently interacted with client process experts & conduct knowledge sharing sessions for cross training
• Cultivated and maintained strong client relations while contributing highly to process growth
• Designed and conducted team building activities, staff retention initiatives and Continuous improvement projects
• Managed wide range of business process campaigns

• Managed day-to-day team operations and client interactions
• Prepared, coordinated and allocated workloads for staff
• Motivated teams to achieve high standards and KPI targets
• Conducted performance appraisals
• Completed Knowledge Transition for 6 processes ahead of time
• Prepared Process documentation, SIPOC and FMEAs
• Independently liaised with client process experts & hosted knowledge sharing sessions for cross training
• Highly proficient in transaction processing on SAP CRM platform
• Experienced in Team building activities, staff retention, Prioritization of tasks, Customer support satisfaction, Continuous improvement, and ISO compliance, Benchmarking and cost reduction
• Managed wide range of business process campaigns including Customer transfers, Distributor communication, Customer Account Maintenance, Plausibility, Metering, Billing, Customer Credit and payments

• Impart process training to new associates across 3 sub domains for utility processes
• Mentor new teams and provide feedback on quality and process related issues
• Supervise present teams in regular process related queries
• Raise and respond to client on process related queries and feedback
• Collaborate with quality team on regular process updates and update training instructions accordingly
• Continuously strive for process improvements and structured problem solving methodology
• Maintain performance reports and identify bottom performers to help them meet benchmarks
• Provide complete assistance to Team Leader on their process deliverables including client communication through mail and conference calls, process updates, process improvements and team performance
• Work on cases and files that require special attention and cannot be performed by team members
• Learned and executed SAP CRM module for transaction processing and manage entire work allocation process