Monica Datta Email and Phone Number

- Responsible for managing the smooth operation of Business applications and processes.- Act as SPOC to coordinate Problem management cycle: engage in problem reporting, root cause analysis and resolution with cross-functional teams. - Manage escalations and hot accounts. Manage Service delivery as per the KPIs/Metrics in coordination with Vendor teams. - Track and Report system problems for management and stakeholders. - Review production systems with relevant teams to suggest automation. - Collaborate with multiple stakeholders from PM, Engineering and operations team for problem management, enhancement requests, bug fixes etc. - Defining and refining process in the support ecosystem and streamlining cross-functional engagement by defining role and contribution of teams towards problem management. - Tracking Team performance, ticket reviews and audits, report the progress to the senior leadership and the team on a weekly, monthly and quarterly basis. - Identify and arrange KT sessions on an ongoing basis to reduce knowledge gaps. - User/ Customer management, bridging the gap between technical teams. - Coordinating with Vendor Support and Development teams in execution of tasks as per defined SLA. Application Support | SLA management | Problem Management | People Management | Management Reporting | Client management | Service management | Vendor Management

NetSmartz has developed an Inhouse SAAS based application for Homecare service providers, CareSmartz360. The homecare system integrates various functionalities like, scheduling, Accounting, Payroll and Reporting besides other features. The product is constantly expanding in features and fixes, this involved adapting and constant review of current support systems. Aligning training, documentation and user training and queries. Engaged in creating documentation for the Help center repository, conducting webinars, training sessions for users. Reviewing and analyzing change requests from users based on their special requirements and needs, based on each states mandates. Coordinate as BA for new features added to system by liasoning with 3rd party vendors to understand their systems and work on integration related issues in coordination with the development team. Ensure all TAT as defined are met, provide input for product improvement based on Client business needs, report/discuss issues/process on the weekly meetings with stakeholders. The Application also has different aspects like the Caregiver Mobile App, extending support to them and analyzing and suggesting fixes is also a part of the support we expend. Role can be summarized as:Application Support | SLA management | Product feedback | Client Management | Product improvement | Training and Documentation

SAF is a Film Production company with a small and highly motivated team of filmmakers and creative individuals, video production being their core function. Outlined the project life cycle from start to end, setting up client communications, billing procedures and documentation. Created and defined a format for project proposal docs, costing sheets, agreement doc, NDA’s and SLA’s. Managed projects end to end from project proposal to final delivery and closure. Managed the SAF website and social media handles for greater reach, user engagement and events for activities undertaken. Managed on ground activities of shoots and workshops conducted across the country. SAF conducts shoots for its clients on location across India and conducts a bespoke workshop on “Filmmaking on Phone” for individuals and agencies as well. I managed the logistics and on ground event of these shoots and workshops for the team.Working at SAF has given me an opportunity to work in a team with different competencies than my own, helped me branch out in many varied fields and explore my potential.

Started out in Sourcefuse as a Tech support lead for the in-house CRM product. Managed end to end query resolution on support tickets, user documentation, testing, resource allocation and client communication. After a year in, assisted the Project Manager for handling incoming queries for all client project support tasks. Set up the process for day to day operations of the Managed Services Projects. My role was to Client Communication, task assessment; ensure adherence to PMS system and timely client communication. Two years into the job I started to manage all accounts that were part of our Managed Services offering independently. Effectively transitioning projects from go live stage to support, ensuring KT to team and smooth transition of tasks, issues and client engagement. My responsibilities included assessment, allocating all incoming queries for around 20-30 accounts at a time, managing the internal team of designers & developers, assessing scope of task/project, planning, coordinating with different teams for timely and end-to-end delivery of tasks. I was responsible for monthly revenue collections from these accounts, maintaining SLA, handling billing & invoicing, client communications, documentation and training. Other activity involved team management, feedback, reviews and process adherence. Have worked across different platforms and familiar with Wordpress, Joomla, Laravel, Magento, Sugar CRM. Worked with ITSM tools to enhance quality and productivity of team. Familiar with Jira, Zoho, Gotomeeting, GIThub. My core responsibilities over the years could be summarized as:Client Servicing | Customer Management | Resource Management | Team Management | Incident Management | Service Management | Change Management | Product Development | Process Creation | Process Improvement | Documentation | Billing and Revenue Generation | QA | Project Management | SLA management | Transition Management

Joined as a Support Associate for DELL laptops and desktop to provide technical assistance for hardware as well as software queries over the phone. At the same time meeting and exceeding quality metrics defined for performance, customer satisfaction, resolution turnaround time, accurate case logging, adhering to process as defined each quarter. Was part of a Project Undertaken across the organization to maintain basic process hygiene. My role involved scrubbing data of case logs across teams, analyzing data for various metrics, creating weekly reports for review. Took this up for my own team to ensure process adherence. Took the initiative as floor support tech for new teams hitting the floor, managed the team, handled escalations, post-shift training huddles to review performance and knowledge sharing. Dell was more than a regular support center, it provided opportunities through various organisational initiatives to explore new avenues and enhance my potential as a professional.

Worked in the role of Tech Support Exec for HP printers. Learned the nuances of customer support, communication over the phone and thinking out of the box. The queries handled were technical in nature, besides the hardware issues we handled HP software, installation of printers across wired and wireless networks. Was also a part of the HP Sales at the point of service initiative. Daksh was a great learning place for me which also helped set the base for me as a professional and taught me how to adapt to changes and helped me explore my potentials and helped me overcome hurdles.