Suman Lata Saha

Clients: JP Morgan & Chase and Jonson & Johnson

• Own post-sales relationships with strategic Cisco accounts, building rapport with key customer stakeholders, executive sponsors, and teams, along with fostering collaboration with internal cross-functional teams.
• Ensure high-level support by assessing requirements to optimize accounts, drive process improvements, and serve as the single point of contact for escalated operational issues.
• Successfully mitigate issues and rebuild rapport by assuming ownership of at-risk accounts, leading to sustained business relationships and contract renewals.
• Prepare and conduct quarterly business reviews, including travel to customer sites for discussions on operational metrics, customer satisfaction, gap analysis, and collaboration on key initiatives.
• Collaborate through weekly conference calls with customers, Advanced Services, and account teams to discuss status reports, address concerns, and plan for potential, upcoming, or in-process events.
• Identify the need for and assist in creating customized customer training programs on Cisco tools and processes, resulting in a significant reduction in inquiries and providing tangible value to customer technical staff.
• Write and implement processes and procedures for customized support services.
• Support the manager as a Team Lead, providing training to the team on all aspects of the organization and job responsibilities.
• Coach, mentor, advocate best practices, and encourage alignment, resulting in improved team member morale and personal growth.
• Partner with the Business Operations Team to enhance metrics reporting tools, leading to increased usage and alignment with the Focused Technical Support organization.

• I previously performed the same role and shouldered the same responsibilities at Cisco, initially working under a third-party payroll. After a year, I was absorbed into Cisco as a full-time employee, continuing in the current position.

• Proactive Incident Resolution: Led the Incident Management team, steering incidents to resolution via our paging system and on-call schedules.
• Effective Collaboration: Initiated Bridge calls for seamless team collaboration, ensuring swift service mitigation within SLAs.
• Communication Management: Provided timely incident status updates through internal and external communications.
• Escalation Coordination: Ensured adherence to escalation matrices, engaged support teams promptly, and monitored high-influence incidents with timely escalations.
• ServiceNow Proficiency: Skillfully used ServiceNow for case updates, contributing to comprehensive incident records.
• Root Cause Analysis (RCA): Collaborated on RCAs with the Problem Management team, fostering continuous improvement in incident resolution at PayPal.

• Managed a dynamic team of 15 members within the Shared Services – Service Desk, providing crucial support to internal Vodafone teams for efficient customer service delivery.
• Spearheaded the establishment of new processes and documentation, optimizing the service desk setup. This initiative significantly enhanced response times and overall customer service quality.
• Oversaw the end-to-end recruitment process for Service Desk Engineers, identifying and addressing the team's training and development needs. Conducted comprehensive training programs, managed rosters, and implemented effective KPI management for team members.
• Conducted weekly Ops Review meetings with internal stakeholders, Delivery Ops Managers, and Onsite Project Managers. Ensured that service norms aligned with agreed-upon SLAs, fostering a proactive and collaborative operational environment.