Open To Work
Suma S. Vaidya
Bengaluru
Work Preference
Summary
Experienced professional with background in software testing, customer operations, and project management. Talented Executive Assistant offering proven background in business settings and driving organizational change at operational levels. Demonstrated leadership, planning, and problem-solving abilities focused on delivering robust, performance-oriented strategies to meet current and expected demands.
Overview
15
15
years of professional experience
Work History
Post Exam Lead/Operation Executive
TCS-ION
02.2020 - 07.2026
- Orchestrated end-to-end lifecycle of 10+ concurrent projects in the exam services domain, driving on-time delivery through proactive risk management, cross-functional coordination, and meticulous planning.
- Delivered all projects on time and within budget, achieving 100% scope adherence across a portfolio of high-stakes, time-sensitive programs.
- Coordinated 15+ internal resources and 5+ external vendor teams for successful execution of large-scale examination events across multiple locations, enhancing event reliability.
- Acted as primary client liaison for 5+ key accounts, managed escalations, negotiated scope changes, and achieved over 95% client satisfaction ratings.
- Coordinated project timelines and deliverables for multiple initiatives simultaneously.
- Supported National Operations Head with calendar management, meeting scheduling, travel coordination, and documentation of actionable meeting notes, ensuring organized operations.
Senior Service Desk Analyst
Tally Solutions Private Limited
06.2015 - 04.2017
- Provided technical support for software and hardware issues across company departments.
- Resolved customer inquiries through phone, email, and chat channels efficiently.
- Managed transfers/escalations from various levels via voice and non-voice channels (call, email, chat, internal CRM tool - Jira).
- Documented and addressed received interactions according to defined processes and interaction matrix.
- Maintained documentation for troubleshooting processes and service requests consistently.
Advisor for British Telecom, UK
Infosys BPO Ltd
04.2013 - 09.2014
- Delivered expert advice on process optimization and client engagement strategies.
- Facilitated training sessions for new team members on best practices and tools.
- Guided customers in creating online profiles for billing, enhancing user experience.
- Assisted customers with billing queries via online chat and email, ensuring prompt resolution.
Test Engineer
Alcatel Lucent India Ltd
05.2011 - 01.2013
- Testing of UMTS Phone according to ETSI or 3GPP specifications.
- Carried out test case execution based on defined protocols from 3GPP specifications using ANITE (System).
- Tested and tracked bugs in UMTS wireless protocol stack on UE side of mobile handset.
- Verifying and Validating UMTS Protocol Stack.
- Analyzed logs using ANITE software to identify issues and enhance testing processes.
- The test cases are executed, and the log analysis is done by capturing the UE logs in Automation PC.
- Classified technical problems found during handset testing to provide a comprehensive technical overview of the product.
- The RRC layer establishes signalling connection link between UE and Network and controls all the NAS signalling and mobility functions of UEs.
Education
Bachelor of Engineering Technology - Electronics And Communications Engg
SKSVMACET Laxmeshwar
Laxmeshwar08-2009
Diploma - Electronics And Communications Engineering
Government Polytechnic, Hubli
Hubballi, Karnataka05-2005
Skills
- Customer Support
- Customer Operations
- Client Interaction
- Email Support
- Chat Support Operations
- MS SQL
- In House CRM tool
- Project management
- Vendor coordination
- Cross-functional collaboration
- Effective communication
Languages
- English
- Hindi
- Kannada
- Marathi
- German (Beginner)
- Japanese (Beginner)
Timeline
Post Exam Lead/Operation Executive
TCS-ION
02.2020 - 07.2026
Senior Service Desk Analyst
Tally Solutions Private Limited
06.2015 - 04.2017
Advisor for British Telecom, UK
Infosys BPO Ltd
04.2013 - 09.2014
Test Engineer
Alcatel Lucent India Ltd
05.2011 - 01.2013
Bachelor of Engineering Technology - Electronics And Communications Engg
SKSVMACET Laxmeshwar
Diploma - Electronics And Communications Engineering
Government Polytechnic, Hubli