Summary
Overview
Work History
Education
Other Work
Key Highlights
Certification
Volunteer Experience
Projects
Timeline
Generic

Subha Sarkar

Toronto

Summary

10+ years of professional Technical and Non-Technical Client Support, Customer Success Management and Project Management experience.

Resourceful Project Manager with extensive expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Project Manager

Comwave (Acquired by Rogers)
01.2023 - Current



  • Project coordination of fibre, cable, DSL, data circuits and implementation / management of VoIP services like Avaya IPOS, Webex, MS Teams phone systems
  • Provisioning of FortiGate routers, access points, switches based on client requirements
  • Facilitate client meetings to gather network requirements
  • Documentation of templates used for provisioning of network equipment
  • Testing of new products like Yealink phones on MS Teams environment
  • Switching legacy key system clients to VoIP systems
  • Switching Avaya cloud-based clients to VoIP
  • Managing client network deployments and providing onboarding support for the first 90-days.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones and budget requirements, ensuring timely delivery of high-quality results.
  • Sourced, vetted and managed vendors needed to accomplish project goals.

Senior Technology Associate

Sutherland Global Services
07.2018 - 01.2023



  • Supporting field technicians with technical troubleshooting for various AT&T services
  • Back up on floor support, advising agents on difficulties beyond their capability in terms of tracking client issues using a ticketing system to ensure quick resolution and proper follow-up and documentation
  • Diagnosed and troubleshot hardware, software and network issues.
  • Contributed to strategic decision-making by providing expert input on technology trends and their potential impact on organizational goals.
  • Led training initiatives for employees on new systems or software applications, promoting seamless adoption of new technologies throughout the organization.
  • Concierge and switchboard support to the business clients
  • Support, configure and troubleshoot security-related hardware and software
  • Providing optimum solution for escalations generated by client and managers (AT&T management)
  • Training and coaching new hires
  • Facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge
  • Coach and provide feedback and supervision during Online Job Training/Nesting/Evolution.

Customer Success Team Lead

Teknokraft
03.2014 - 04.2017



  • Meet existing clients' needs, including but not limited to billing, cancellations, reinstatement, and claims
  • Support customer experience on our phone and chat
  • Manage billing queries and proactively call clients to collect payment when needed
  • Support and effectively onboard new customers to your base of accounts
  • Carefully review all new submissions and policy data for accuracy
  • Manage multiple clients and answer all customer queries in a timely manner
  • Manage the existing book of business by handling claims, billing and any other type of client escalations
  • Maintain effective communication with clients to fully understand their requirements and make recommendations accordingly
  • Advise customers on any gaps in coverage and recommend additional features to consider.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.

Business Solutions Specialist

RKG Software Pvt Ltd
01.2011 - 02.2014



  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Negotiated contracts with vendors that resulted in favorable terms while sustaining strong working relationships.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams.

Education

Master of Engineering (Industrial) -

University of Windsor
Windsor, Canada
04.2018

Bachelor of Technology (Electrical Engineering) -

B.P Poddar Institute of Management & Technology
06.2014

Other Work

  • LOWE'S, 03/2018-07/2018, FLOOR SUPPORT ASSOCIATE (Part Time/Casual)
  • WALMART, 05/2017-02/2018, FLOOR SUPPORT ASSOCIATE (Seasonal)

Key Highlights

  • Intermediate knowledge of WMS system
  • Electrical circuit design using Auto-Cad
  • Certified and hands-on training in PLC & SCADA programming
  • Solid analytical and problem-solving skills
  • Proficient in MS Office 365 (Word/ Excel/ PowerPoint/ Outlook/ OneNote/ Skype for business/ Teams/Visio / SharePoint)
  • Results-driven and keen attention to detail
  • Self-motivated, hard worker, and strong work ethics
  • Advanced computer literacy
  • A fast learner and immensely tech-savvy
  • Excellent interpersonal skills

Certification

  • Customer Service: Call Control Strategies
  • Customer Service: Managing Customer Expectations
  • Building Rapport with Customers
  • Computer Aided Design from Youth Computer Training Center, Kolkata with a 'A' grade
  • PLC and SCADA from ESL (an ISO 9001:2008 certified organization), Kolkata
  • Certificate of Participation Digital Supply Chain- From Design to Operate from OpenSAP

Volunteer Experience

  • Intrinsically associated with Compassion Canada and volunteered for them on multiple occasions
  • A former member of the National Service Scheme in India. Actively involved in the monthly 'old age home and orphanage visits' and 'educating rural India' campaigns
  • Have remained a core member of the Interact Club in school that was a sponsored by the Rotary International where I had active involvement in all kinds of charitable activities organized by the school
  • A committed Red Cross donor for 5 years

Projects

APICS 2017-2018 Case Study Competition - 01/2018-04/2018 

University of Windsor 


Designing future Supply Chain models for a sea food manufacturer on Inventory and flow planning, Network Design using Geographic consideration, Customer Service Tradeoffs etc. Used Network Optimization technique in MS Excel solver and Inventory models to setup high-capacity Distribution Centers to reduce delivery times and be more responsive to the whole efficiency of the system also tried to design a basic outline sketch for reverse Supply chain. 


Process Improvement using Lean Methods at Trisun, 05/2017-08/2017

University of Windsor


Reduced the cycle time from 19.81secs to 18.01secs and lead time from 103 days to 83.38 days for manufacturing of Virtual Reality Glasses. Lean methods that I used were root cause analysis using 5S, 5Why and fish bone diagram; created present state vs. future state Yamazumi Charts and implementing Kanban system, Line Balancing, Critical Path Method

Timeline

Project Manager

Comwave (Acquired by Rogers)
01.2023 - Current

Senior Technology Associate

Sutherland Global Services
07.2018 - 01.2023

Customer Success Team Lead

Teknokraft
03.2014 - 04.2017

Business Solutions Specialist

RKG Software Pvt Ltd
01.2011 - 02.2014

Master of Engineering (Industrial) -

University of Windsor

Bachelor of Technology (Electrical Engineering) -

B.P Poddar Institute of Management & Technology
Subha Sarkar