Reading
Surbhi Mendiratta
Sr Analyst
Noida
Summary
An IT professional with 12+ years of experience and a proven knowledge of Project management, service delivery & aiming to leverage my skills to contribute to organizational goals. Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 12 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Sr Analyst Regional Engagement
British Council Shared Services
3 2023 - Current
- Customer Satisfaction and stakeholder management
- Engage with British Council Customer Engagement Team to create a framework and questionnaire for GIS Tactical Customer Satisfaction
- Conducting the Surveys across the British Council (online and telephonic), analyzing survey results, measure, and report on overall customer satisfaction ratings through dashboards and presentations for GIS and regional leadership team
- To have overall accountability for the actions/issues identified through the CSAT survey and work closely with all resolving groups
- Analyse dissatisfaction surveys results and provide actionable insights for GIS to improve customer experience
- Build relationships with multiple levels of business stakeholders, peers, and management
- To maintain adequate knowledge of solutions and services provided by GIS and value it brings to the end customer
- Examining trends over time to take corrective / preventive actions on a timely basis
- Establishing priorities and standards to judge how well the organisation has met the goals and objectives
- Integrating the CSAT framework with the GIS CSI (Continual Service Improvement) framework.
Delivery Manager – ACCA
British Council Shared Services
11.2020 - 03.2023
- Service Delivery
- Independently managing and directing the daily activities of operations
- This includes arranging the required accesses to the team members on tools/ applications and revoking the same at the end of the project
- Line Management of Team Leaders as assigned - carrying out performance measurement, monitoring, and evaluation of the team leaders to improve efficiency
- Expert in staffing, forecasting & scheduling for back-end operations
- Ensuring delivery to levels of performance detailed in SLAs and/or OLAs
- Conduct regular team meetings, skips and one on one session with the teams
- Guide team leaders and team in case of any challenge observed
- Delivering efficiency by meeting & exceeding daily process targets
- Leadership skills: Ability to look at pre-empt problems and identify solutions with logical analysis
- Ability to define daily, weekly, and monthly goals for the team.
Senior Analyst -User acceptance Testing
British Council Shared Services
10.2014 - 11.2020
- User Acceptance testing
- End to end testing of Online Registration System end to end for UAT and System Integration testing environment
- Creating test cases and redefining the test strategy as per anticipated end result
- Managing access to ORS for users based globally
- Testing of different scenarios on ORS -UAT for the users
- Creating release and transfer documents
- Trained and managed team members in absence of Team Manager
- Identification and resolution of defects by working together with the developers
- Quality assessment and training of the newly appointed team members
- CSAT Framework
- Designed a new Customer Satisfaction framework using service gap analysis
- Assist regional engagement managers with Zscaler reports in the rationalisation, Preparing Regional Dashboards, Teaching Centre Management System marketing data
- Creating Terms of reference for focus group meetings.
Associate Operations
Barclays Shared Services
06.2013 - 12.2013
- Provide customer service to the current account holders of Barclays Bank
- Deliver Sales through customer service by identification of marketable calls.
Advisor
HCL B-serve
05.2011 - 10.2012
- Provide customer service to the telecom customers of British telecom
- Deliver Sales through customer service by identification of marketable calls
- Address customer complaints and reduce customer effort for seeking resolution
- Resolve the hardware related issue within the allocated Average Handling Time for the nature of the query
- Ensure effective order management throughout the life cycle of the product.
Software Engineer
Binary Infotech
09.2009 - 04.2011
- Troubleshooting customer’s workstation/laptops with respect to the nature of complaint
- Up-selling of analytical tools to the customers as per the hardware/software used by the customers.
Education
B.TECH - Electronics and communication
SADTM, Jaipur
01.2005 - 04.2009
Skills
Service delivery lead
undefinedInterests
Travelling
Animals
Timeline
Delivery Manager – ACCA
British Council Shared Services
11.2020 - 03.2023
Senior Analyst -User acceptance Testing
British Council Shared Services
10.2014 - 11.2020
Associate Operations
Barclays Shared Services
06.2013 - 12.2013
Advisor
HCL B-serve
05.2011 - 10.2012
Software Engineer
Binary Infotech
09.2009 - 04.2011
B.TECH - Electronics and communication
SADTM, Jaipur
01.2005 - 04.2009
Sr Analyst Regional Engagement
British Council Shared Services
3 2023 - Current
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