Reema Sarkar
E-Mail: reema.sarkar@gmail.com
Contact no: 9971150426
Summary of Experience:
A dynamic individual with an overall experience of 11yrs, have credibility in managing the gap
analysis in the business, give suggestions to improve and fix the problems.
Work Experience:
Company : Accenture (February 2014-till date)
Profile: IT operations Sr. Analyst
Responsibilities:
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Random Call Monitoring to ensure a high-quality customer experience, elevating customer
satisfaction, while adhering to the quality standards and work processes
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Reporting for the audits and improvement
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Work closely with project leads to identify process gaps and help recover the same
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Conducting compliance checks for ensuring strict adherence of the process parameters followed
by acknowledging good work or documented feedback after identifying opportunity areas
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Drive Client Calibration
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Analyze and report QA-Calibration defects
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Review Client Escalations and present RCA to leads
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DSat analysis and reporting using GBI tool
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Train New hires on Soft Skill and Customer Service Skill
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Develop client visit decks
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Design process maps and flow charts
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Develop client visit decks
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Design project communication mailers
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Setup QA audit process for CBT
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Organized People Engagement Events
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Drive CSR events for various NGOs
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Member of the Innovation team for Hilton
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Conduct interviews (V&A Round)
Initiatives at Accenture:
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Organized People Engagement Events
Drive CSR events for various NGOs
Assist the Project leads with AHT reduction
Drive the Innovation team
Stream line audit process
Member of the SWAT team for process improvement
Company : Dell International Services (June 2004-Feb 2014)
In the span of 9yrs 8months career in Dell, have been associated with various segments and supported multiple
projects and product line of businesses, ranging from Desktop, Laptops, Printers, PDA’s, Dell TV’s, Projectors
and High-end laptops (Dell XPS).
Profile: Client Technical Support Specialist (Customer Experience Coach II)
Responsibilities:
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Handle Projects to enhance Business Metrics like Accurate Sale, Communication, Customer
Experience, Process Hygiene and AHT and report the progress to SMT.
Conduct training sessions on customer centric culture for Focus groups.
Conduct sessions on Customer First Culture at a site level.
Drive an Entity to deliver best Customer Experience and at the same time meet other Business Metric
goals through Call Audits, Coaching and Feedback.
Work with stakeholders to identify the Business requirements and deliver the same.
Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the
quality standards and work processes.
Conducting internal process audits, call monitoring & process reviews for ensuring strict adherence to
the process parameters followed by acknowledging good work or documented feedback after
identifying opportunity areas.
Conduct ad-hoc and need based training on Accentuating Customer Handling, Communication and
Process Metrics.
Handle escalation calls to ensure resolution and positive Customer Experience.
Analyze various performance metric reports i.e. Customer Experience (CE), Comm. Score and
Hygiene.
Develop self for being ready for Next / Additional / Cross functional roles and responsibilities
Initiatives / projects at Dell:
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Organized Quarterly Business Reviews, People Engagement Events, Powering the Possible Activities
for various NGOs.
Worked on AHT reduction and Email compliance as an initiative.
Organized the Leadership Call listening sessions.
Owner of the Quarterly Newsletter for US lob.
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Organized Customer First workshop for US Lob..
SPOC for reporting A2A ideas for US lob and passing it on to the next level for implementation.
Worked as an Acting Manager from the inception of NEQ and then took up the People pillar to drive
People engagement and process hygiene.
Managed multiple XYCN batches as Acting Team Manager.
Handled multiple CE and Comm. Focus Groups with positive improvement trend in all. Worked with
the Process Leads to improve awareness around hygiene metrics and also got appreciated for the
same. Have solely driven consequence management for the floor FY10-FY11.
Worked as a Comm. and process Trainer for Several CE Focus groups FY09-FY10.
Was involved in a BPI Green Belt project on BQ management and CE improvement FY05-06.
Accomplishments at Dell:
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Received Special Contribution Award for Organizing People Engagement Events and SMILE/MAD
activities for NEQ, FY13
Received the Special Contribution Award for handling additional responsibilities along with my CEC
role. For e.g. - Owning XYCN batches as a Virtual Team Manager, conducting
vitality/communication training for the floor and Gurukul, FY12
Received the Amazing CE CEC Award, FY11
Got CEC of the Segment award, FY10
Got CEC of the Segment award, FY09
Achieved the best Resolution Expert award, FY08.
Got recognized for lowest RDR (Repeat Dispatch Rate) in the team, FY07.
Achieved awards for best communication in FY06.
Won “Customer Experience Award” by Mr. Romi Malhotra for Excellent Customer Experience in
FY06.
Training:
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Leadership essence & essentials
Team Work & Interpersonal skills
Yellow Belt
Assertiveness Skills
Effective Coaching/Feedback
Team work and interpersonal skills
Time management
Communication styles
Competency based Interview (CBI)
Effective stake holder communication
Power Point
Visio
Basics of Excel
ITIL v3 Foundation
Certification:
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Voice and Accent from BNKe Solutions
Versant Certified
ITIL v3 Foundation
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Completed all technical training on Dell branded hardware’s like PDAs, Dell Jukebox, Projectors and
Dell TVs along with Desktops and Laptops
Educational Qualification:
Bachelor of Arts (2004)
Geography, Political Science and Education
Gokhale Memorial, Calcutta University