Sonia Gupta Email & Phone Number

Gurugram, Hr, In

Gurugram, Hr, In

Noida, Uttar Pradesh, India

Noida Area, India

Noida, Uttar Pradesh, India

Noida Area, India

 Spearheaded the entire gamut of customer onboarding process for a portfolio of multiple global customers  Streamlined operation procedures and advised management to adopt modern techniques which help organization to maintain flawless system Developed customer specific solutions to address the challenges in critical incident management and change management Drove project operations entailing project governance, progress reports and project communication Streamlined operation procedures and advised management to adopt modern techniques which help organization to maintain flawless system Established IT strategy against business requirement and setting up KPI for the team; implemented processes and procedures for IT operations Provided thought leadership and act as SME for designing and recommending appropriate analytical approaches, business plans, and methodology to address key business issues Adhered to defined standards for all analysis methodologies, documentation & compliance requirements  Build, maintain, and improve existing business intelligence solutions and analytics tools Developed model for maturity assessment on use of analytics in organization Identified the team’s training & development needs and conducted appropriate training program

Cary, North Carolina

- Manage and deliver IT Transformation Projects in Automation, Service Improvement and Technology upgrade- Identify, qualify, and facilitate IT Transformation opportunities across customers - Developed, prepared and implemented Automation Roadmap for Command Center and Service Desk Operations - Identify implications of proposed solutions on people. processes, technology, and operations - Manage, develop and review team member’s performance for effective Service Delivery- Leverage business context to analyze, influence, and improve complex business models

Noida Area, India

- Designed and implemented framework for Operations Health Assessment and Delivery Effectiveness- Conducted Talent Development Training - 260 managers trained on Service Delivery Fundamentals- Implemented solution to reduce Human Errors in IT operations - error rate reduced by 40%- Automated operational reports including analyses leading to saving of ~12600 man hours per year- 3 Successful information security Audits completed with no major violations and observations

Noida Area, India

- Handled a team of 8 members responsible for event monitoring and CIM- Escalation point for all infrastructure monitoring and the thresholds set up for the client

Noida Area, India

 Preparation and Analysis of daily dashboard and daily reports. Responsible for the shift SLA like ASA ( Average speed of answering), FCR ( First call resolutions) TTr ( time to respond), AHT (Average handling time), CSAT ( Customer Satisfaction) Responsible for taking supervisory call for all the escalated issues. Ensure proper shift management in terms of Rosters, Attendance and Leave Management Responsible for contacting customers to know their concerns and to resolve them. Responsible for new hiring and new positions open in the track. Coordination with HCL internal teams (Like telecom and IS) for proper functioning of the devices and software.

Noida Area, India

Noida Area, India

Gurgaon, India

Post Graduate Diploma, Human Resources Management And Services

Distance Learning Program

Bachelor'S Degree, Business/Commerce, General