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Rachna Singh

Rachna

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Current

Manager

Education

BE Computer Science

Industry

BPO/ITES/CRM/Transcription

About Rachna Singh

A seasoned, deeply accomplished and result oriented professional with over 7 ½ years of experience across; Service Management, Maintenance Operations,Quality Control and Team Management. Self-motivated group leader and result driven in IT operations with vision of Continuous Process Improvement. ITIL Foundation and Six Sigma Green Belt Certified professional with proven ability to analyze processes and workflows, assess their efficacy, relate them to business goal

Rachna Singh ’s experience

Product Manager/Project Manager/Manager/Supervisor/Team Leader at Accenture , Bangalore, INDIA

June 2007 – September 2008

Industry: BPO/ITES/CRM/Transcription

Functional area: ITES / BPO / KPO / Customer Service / Operations

Service Management/Account Management: Provide and maintain
the Service Levels of the Services provided by the IT Operations
to the company. Leading the India Service Management team which
is spread across Bangalore, Chennai and Mumbai. The activities
involved are-  Receive inputs from the different verticals
regarding the different challenges they are facing with the
services.  Maintain the quality of the processes
defined.  Demonstrate the quality assurance procedures to the
different teams.  Manage all quality assurance by conducting
regular audits and report it to the Manager.  Analyze the
ongoing quality assurance system; find the gap in the processes
and improve the same.  Reporting on daily, weekly, monthly,
quarterly, half yearly and yearly basis.  Attend the ISO and
Internal Audits.  Describe the SLAs and OLAs for different
services provided.  Maintain the SLAs and OLAs as per the
agreement.  Maintaining the balance scorecard.  Defining
and managing the KPIs.  Time to time reviewing of the Service
Levels.  Setting up the goals of team members.  Regular
training provided to the different service
providers.  Intimation of any changes in the
process.  Performance review of the team members.