Sujata Saraswat

KPMG Delivery Network is designed to deliver consistent, and coordinated global tax compliance services that are the backbone of the tax function

• Creating dashboards using PowerBI query, and Microsoft excel and provide insights and recommendations to the business team basis internal and global timesheet data. This facilitates them to improve utilization of their team's overall performance and get project wise insights.
• Responsible for assisting stakeholders in drafting tax & legal contracts and agreements for different service networks. Review existing contracts and resolving projects’ higher scope issues, amendments via project addendums.
• Leading end to end contract life cycle and coordinating project activities. Controlling deadlines, budgeted fees and hours for each project.
• Maintaining & reporting data for onboarding & off boarding resources in onshore systems.

• We are a customer centric organisation and my main focus is to ensure that customers are satisfied and in case any query or issue arises, it gets solved at the earliest
• The ops team takes care of 3 things: Class scheduling, Escalations, and Shipments
• I own the customer side experience & also have the ownership to plan shipments for students and teachers
• I work across the teams to get things done
• Managing over 100 classes/day and designed the ticketing logging system for escalations from customers related to class scheduling, learning kit lapses etc
• We get 150-200 customer issues in a month and I reduced the escalations from 8% to less than 5%
• Redesigned shipment processes which were breaking earlier in a manner that they run smoothly now when the business has grown 3x
• Maintaining positive customer relations by addressing problems head-on & implementing successful corrective actions
• I provide the company with visibility of Customer requests
• The Customer NPS has always been between 73-85.

• Supervised daily operational issues efficiently aiming on enhancing customer experience with overall BCE < 3% & NPS over 70
• Sent Class Reminders to parents and teachers for the scheduled classes to ensure that classes are running smoothly
• Assisted the curriculum team in preparing notes and assignments, identifying it to be a request from parents.

• Worked across 3 different categories and assisted on aspects of operational efficiency and improvement
• Painting Category: I proactively updated the Business Operations team with Customer and Partner issues
• This helped us improve customer and partner NPS to be above 40
• Spa and Massage Category: I worked closely with partners to make sure they're catering to maximum demand as per business requirements
• The average number of jobs done by partners in a month increased from 32 to 33.3
• Salon-at-home Category: I worked on training of partners for our Rica Wax Training Project for annual Salon Spree
• Out of a supply of 800 Partners, over 80% of them were trained during my tenure.