1. D I A N A S A N D H Y A
No. 1298 • 1st
Cross • H.A.L 3rd
Stage • New Thippasandra • Bangalore 560 075
Phone -- +91 9886408251
Email – sandhya.diana@gmail.com
OBJECTIVE
To integrate my skills, experience and knowledge with the objectives of the organization, thus
growing and proving to be an indispensable asset.
HIGHLIGHTS OF EXPERIENCE
 An out-of-the-box thinker with a flair for identifying process trends, performing the Root Cause
Analysis and driving performance improvement action plans to meet and exceed customer
satisfaction and thus achieving organizational objectives and profitability norms.
 A proficient problem-solver and an analytical thinker with the ability to analyze, validate, and drive
escalations to closure.
 Delivered vivid breakthrough improvements towards operational excellence by leading teams to
adopt and implement ITIL and Lean Six Sigma methodologies.
 Proficiency in streamlining business processes, defining continuous improvement processes,
accelerating employees’ strengths and building efficient teams.
 Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to
the associates on improvements and achieving higher customer satisfaction matrices
 Evaluating effectiveness of training & development programs; formulating or reviewing training
strategy and determining appropriate instructional methodologies and formats.
 Exceptional communication, presentations & mentoring skills with distinguished abilities in leading
teams for developing plans, procedures and service standards for business excellence.
CERTIFICATIONS
 ITIL V3 Foundation certified.
 ISO 20000 Foundation
 CBQA certified.
 Certified Six Sigma Yellow Belt certified.
AREA OF EXPETISE
 ITIL and Lean & Six Sigma Methodologis
 Analysis and Reporting
 Root Cause Analysis
 Defect Prevention
 Solution Implementation

2.  Continual Process Improvement
 Escalation Management
 Quality Tools
EXPERIENCE
Jan ‘14 – Till Date Hewlett-Packard Globalsoft Limited Bangalore.
Service Level Manager
Job Profile :
 Provide a clear and unambiguous expectation to IT provider and customer of the level of
service to be delivered.
 Facilitates the delivery of contracted IT services at an agreed upon level of IT service.
 Maintain service catalogue of existing Services offered to the supported Customer
 Responsible for reviewing and revising Contracts – SLA, OLA & UC
 Negotiate and agree with both the Customer and ITO DO Delivery teams on Service Level
Requirements for any new/developing services
 Monitor, report and review service performance against targets showing both current and
trend information.
 Liaise with other ITIL capabilities (Incident, Problem, Change, Service Deck, etc.,) to
understand the SLA performance.
 Coordinate with other ITIL capabilities to close any gaps in the SLA misses, ensuring high
quality service to the Customer.
 Service Improvement Programs (SIP) - Initiate improvement programs, reactively or
proactively, based on service level performance.
 Defines, builds and applies solution to Complaints and Compliments
 Holds the Internal and External review of Service Level Performance
 Organizes and maintains the regular Service Level review process with both the Customer
and delivery teams.
 Holds meetings required during execution and review of Service Improvement Plan
 Holds meetings required to review Complaints and Compliments and evaluate their
resolution
Other Activities:
• Training New Hires on the Service Level Management Process and the ITIL process.
• Hold Soft skills trainings for the Team members on Spoken and Written
Communication.
• Basic Grammar trainings to the Team members.
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3. July ‘11 – Dec 2013 Hewlett-Packard Globalsoft Limited Bangalore.
Service Delivery Consultant II
Job Profile :
 Analyzes and Defines Service Level(s)
 Approves and Finalizes SLM Business Design
 Collects Data for Service Level Review
 Creates Service Level Reports
 Updates Dashboards
 Documents and Analyzes Complaints and Compliments
 Defines and builds solution to Complaints and Compliments
 Suggests solution for Complaints and Compliments
 Service Improvement Programs (SIP) – Helps in initiating improvement programs, reactively
or proactively, based on service level performance
 Attends Internal review of Service Level Performance
 Attends Meetings required during execution and review of Service Improvement Plan
 Attends Meetings required to review Complaints and Compliments and evaluate their
resolution
 Ad hoc meeting where required
Mar ‘10 – June 2011 IBM India Pvt. Ltd. Bangalore
Quality Analyst
Job Profile :
 Conduct statistical analysis on call and ticket categories & identify improvement areas.
 Conduct account level analysis of proactive defect prevention
 Drive the RCA process and implementation with Operations
 Ensure solutions are applied to all appropriate configurations. Conducts statistical analysis
on quality metrics reports, to ensure that they are within control limits.
 Preparation of reports with projected impact to business/customer
 Preparation of weekly metrics and status of defect prevention
 Work with Green Team members across the location(s) to improve and change the QA /
RCA process by seeing if any solutions can be implemented or applicable to other
locations/centers.
 Analyze and interpret financial (specifically SLA payout) and business data and provides in-
depth analysis in identifying problems and performance exposures with alternative
solutions/recommendations to take to management/customers.
 Take new actions within & across teams, to improve productivity and share best practices.
 Ability to collaborate across multiple teams for process improvements and standardization
 Monthly Deck/Dashboard with benefits achieved from Defect Prevention process to the
account teams
 Identify, discuss and document lessons learned and contribute to knowledge base
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4. Aug ‘08 – ‘Aug 09 Magna Infotech (Under Contract for AOL) Bangalore
Technical Writer
Job Profile :
 Develop Content for AOL products.
 Gather, analyze, and verify technical information about AOL’s products, content designs,
illustrations, usage reports and test specifications.
 Participate in project design reviews to define content requirements and identify knowledge
gaps.
 Validate if the content developed for all support channels is as per project, knowledge base
and user requirements.
 Identify and track defects until they are resolved.
Key accomplishments:
Awarded Best Newbie award Jan 2009.
Best performer team Mar 2009.
Mar 08 – Jul 08 Key2Jobs (Under Contract for AOL)Bangalore
Quality Assurance Analyst
Job Profile:
 Monitoring & evaluating the member interactions for AOL – SMS.
 Session Leader for Calibrations with the HQ team to ensure minimum variance in scoring of
each attribute by the Monitors.
 Report Site specific trends to understand the CCC’s call behaviors.
 Mentor new QAAs.
Feb 07 – Feb 08 Dell International ServicesBangalore
Customer Experience Coach
Job Profile:
 Audit calls on Communication, Soft Skills, and Process & Compliance Parameters.
 Provide Coaching & Feedback to enhance agent performance.
 Monitor calls for deviation on compliance and process gaps.
 Analyze the audit data, Comm. Sat, prepare & implement action plans.
 Analyze the coaching / training needs & support them in delivery.
 Participate in calibrations with internal and external teams.
 Ensure consistent scoring & feedback delivery approach.
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5.  Handle escalations and customer satisfaction call backs
 Developing action plans and report out the improvement process.
 Report the data on performance on audit, feedback for the team.
 Report the data on compliance, and Customer Experience scores for teams.
 Partner with the Team Manager, other support functions (Training /Case managers) to
ensure that team’s performance is improved.
 Identify issues that affect recording / auditing by Allsec and correct them.
Key accomplishments:
Awarded Top CEC for the month of May 2007
Jul 05-Jan 2007 America Online Inc.Bangalore
Sr. Quality Assurance Analyst
Job Profile:
 As a Supervisor QAA, co-ordinate between Operations and Quality to Prepare SLAs for the
team of 13 QAAs
 Track and Report adherence to call mix , sampling plan , schedule adherence & exceptions
 Report Analysis for Non Fatal Errors, Fatal Errors, and Inappropriate Activity & Background
Noise on a Weekly and Monthly basis.
 Perform Quality Checks to evaluate QA’s Process Knowledge for the entire team (of 13
QAAs).
 Session Leader for Calibrations held to Ensure minimum variance in scoring of each attribute
by the Monitors
 Train and Mentor the New QAAs
 Enforce quality standards on calls, by monitoring calls delivering constructive feedback and
driving right call behaviors for the bottom 20% CCCs.
Results and Key accomplishments:
 Attained the distinction of being a Supervisor QAA.
 Awarded as the most Valuable Contributor – for Outstanding Contribution towards the
Department, for Q4, 2006
 Star Performer for June, Oct & Dec 2006
 Part of the Project Kaizen to improve the MSI of the bottom performers.
Oct 2004- Jul 2005 America Online Inc.Bangalore
Quality Assurance Analyst
Job Profile:
 Analyzing, scoring & evaluating the member interactions for SUBP for seven sites across the
globe.
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6.  Preparing & compiling the Global Site Trends Report which highlights the trend across all
sites and also the areas of improvement.
 Ensuring smooth functioning of the team, send reports and updates on a daily basis, and
prepare the quality check scores, as a POC in the absence of the coach.
 Session Leader for Site Level & Internal Calibrations.
 Mentoring and Training the new hires on the Quality Guidelines.
Key accomplishments:
 Awarded Most Valuable QAA...
 Star Performer for July & November, 2005.
Jul 2002- Oct 2004 America Online Inc. Bangalore
Customer Care Consultant
 Signing up new members for the organization
 Solving member concerns and issues
 Coordinating with the team to meet team targets
 Preparing Team Performance dashboards
 Taking escalated calls on the floor
 Conducting Crew Briefs to Discuss new call flow standards
Accomplishments:
 Awarded the Best Call for the Site
 Awarded Best Performance for the Site [Dream Team]
 Awarded “Roaring Tiger” [Best Performer of the team]
PERSONAL DETAILS
Date Of Birth : July 20th
, 1981
Educational Qualification : B.Sc. (Bangalore University)
INTERESTS
Sports:
Represented India in the Indo-China Throwball tournament held in Beijing (Dec 2010)
Represented India in the Triangular Throwball tournament held in Srilanka (Oct 2013)
Represented India in the Quadrangular Throwball tournament held in Malaysia (June
2014)
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7. Foreign Language:
Completed the A1 course in German Language from the Goethe Institute in Bangalore and
also pursuing the A2 course.
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