Customer Project
Resume:
RESUME
SUPARNA DAS (CSSBB)
Program Manager
Phone: 782-***-****/
Email:
*******.****@*****.***
OBJECTIVE:
An accomplished and competent professional offering 6 years of
extensive experience in Program Management, Project Management,
Business Analysis and customer relationship.
Key Skills and Strengths include:
. Program & Project Management
. Product Management
. Business Analysis
. Resource Scheduling
. Operations Management
. Customer Relationship
EDUCATIONAL QUALIFICATION:
> 2008 PGDBM (HR) from Wigan & Leigh College, UK University,
Bangalore
> 2006 B. Sc from Sarojini College, Calcutta university
> 2002 Higher Secondary from Tapoti Balika Vidya School, WB
Board
> 2000 Secondary from Basar High Sec School, Arunachal Pradesh,
CBSE Board
CERTIFICATIONS:
. Six Sigma Black Belt Certification from Anexas, July 2013
PROFESSIONAL EXPERIENCE:
< CISCO SYSTEMS INDIA PVT. LTD., BANGALORE [ON CONTRACT ROLE]
ROLE : Program Manager- Customer Experience
DURATION : Aug'14- Till Date
Roles and Responsibilities:
. Oversee qualitative customer experience research initiatives,
including assessing, analyzing and evaluating customer interactions
and experience, documenting findings and providing actionable
recommendations to stakeholders and leadership. Coordinate with the
third party research providers to execute programs against objectives.
. Identify, develop and implement traditional and non-traditional
methods of incorporating customer listening into a Voice of the
Customer framework.
. Develop and provide standards and guidance to stakeholders to
effectively collect, integrate and synthesize information from various
data sources to build a picture of relative customer satisfaction and
health.
. Develop relationships with cross-functional teams to ensure they are
aligned with customer experience strategy and can effectively use
customer feedback to improve the customer experience and operational
performance metrics.
. Develop and maintain program training, documentation and tools as
needed to operationalize qualitative Voice of the Customer processes
to enable repeatable and scalable program execution.
. Assist with ad-hoc research requests and respond to questions/needs
related to qualitative VoC data; Provide ongoing support for reporting
and analytic needs.
. Interpret customer insights, process analysis, business analysis and
process improvement capabilities for driving solutions in managing
customer experience with the end customer in mind.
. Uses Salesforce CRM tool to keep a track of all customers' deals,
opportunities and upcoming customer experience projects.
< VIENNA IT SOLUTIONS PVT. LTD., NEW DELHI
ROLE : Sr. ERP Business Analyst/Project Lead
DURATION : Feb'14- June'14
Roles and Responsibilities:
. Partner with business SME's and IT teams to develop business case for
the project including vision, strategy, execution plan, support model
and ROI. Present business leaders with process best practices based
on market analysis.
. Ensure timely and accurate communication with project staff,
management and users throughout the life cycle of the project.
. Manage Business Redesign and Software Development projects, including
the preparation of an overall project plan, incorporating budgets,
costs, resources, timelines and deliverables to ensure success.
. Involved with technical designs for customizations to existing systems
and support business process changes.
. Well versed with preparation of BRD(Business Requirement Document),
FRD(Functional Requirement Document), Process Mapping, User Acceptance
testing and sign of process manuals
. Worked with methodologies such as Waterfall, Agile
< ASCENT CONSULTING SERVICES PVT. LTD., BANGALORE
ROLE : ERP HR Business Analyst
DURATION : June'12-Jan'14
Roles and Responsibilities:
. Defines project scope, goals and deliverables that support business
goals in collaboration with project team and stakeholders
. Plan, design and recommend business processes to improve and support
business activities
. Interfaced with business users to prepare and update Business Process
Requirements (BPR) and Software System Requirements (SSR). Created use
cases, user stories, workflow/process diagrams, UML, dataflow/data
model diagrams.
. Prioritized outstanding defects and system problems, ensuring accuracy
and deadlines were met.
. Performed GAP analysis of business rules, business and system process
flows, user administration, and requirements.
< INTELLIGROUP ASIA PVT LTD. BANGALORE
ROLE : SAP HR Business Analyst
DURATION : Nov '10- July '11
Roles and Responsibilities:
. Determined user/business/functional requirements of SAP HR modules.
Created vision, scope, and use case documents; business process
models, use case diagrams, activity diagrams, and state chart
diagrams.
. Validated technical designs created by IT developers against
functional specifications.
. Worked with QA team to design test plan and test cases for User
Acceptance Testing (UAT).
. Conducted the project meetings successfully by coordinating all users,
technical staff and support personnel.
. Working with the development team to get the bugs fixed.
. Documented Software System Requirements (SSR) and BPR for SAP HR
softwares
< TUV SUD SOUTH ASIA PVT LTD. BANGALORE
ROLE : HR Executive
DURATION : Nov '09 - Nov '10
Roles and Responsibilities:
. Recruitment: Assigned to handle the entire Recruitment activity of the
company, which includes the decision on source of recruitment;
screening of profiles; coordinating selection process; issuing of
offer letters & joining formalities.
. Training & Development Activities: Responsibility for on-time
conduction and completion of the planned training activity, as per
schedule.
. Personnel & Administration:
> Monitoring on time office functions and controlling the same.
> Maintenance of Employee records, leave records, attendance and PF
records
< ASTUTIX LEARNING PVT LTD. BANGALORE
ROLE : Sr. HR Executive
DURATION : July '08 - Oct '09
Roles and Responsibilities:
. Interview job applicants, evaluate applicant skills and make
recommendations regarding applicant's qualifications.
. Organizing and conducting Induction programs for new joinees.
. Maintenance of Employee records, leave records, attendance and PF
records.
. Coordinate the design, implementation and administration of human
resource policies and activities to ensure the availability and
effective utilization of human resources for meeting the company's
objectives.
PERSONAL DETAILS:
Languages Known : English, Hindi and Bengali
Gender : Female
Nationality : Indian
Date of Birth : 10/12/1985
DECLARATION
The Information given by me is true to the best of my knowledge and faith.
I am solely responsible for its accuracy. I further affirm that, I will
take utmost care of submitting the relevant certificates or documents in
support of above information at any point of time.
Place : Bangalore
Yours Sincerely,
Date :
Suparna Das
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