Paromita Mazumdar

Experience

• 

  Accenture

  Jan 2004 - Jan 2005

  Technical Support Associate

  Troubleshooting Internet service process, troubleshooting LAN, MS Outlook, Modems, routers and Internet Explorer issues.

• 

  Dell Technologies

  Sept 2005 - Jan 2007

  Advanced Resolution Expert

  Extensive troubleshooting for IT, laptops, precision system, desktops and printers/scanners.Mentor the floor; SME in MS office, Seibel, Blackberry, MS Outlook, Netscape, Lotus notes, AXA specific software, and Hardware troubleshooting for OptiPlex and Latitudes.Giving advanced resolution to Escalated Issues for Tier II Queue.

• 

  Dell Technologies

  Sept 2008 - Oct 2014

  Responsible for developing and publishing End User Computing Service and Support online web content used by customers to self-support their technical and troubleshooting needs on support website.Principal Accountability:o Search Optimization of content.o Author Break-Fix and How-To content for end users of products within a Content Management tool.o Manage customer-facing content, including utilization of data and verbatim customer feedback to identify new content needs and optimize existo Anticipate customer usability questions, and proactively author content in language easily understood by both customers with various competencies.o Ensure quality of authored content by monitoring performance and customer experience metricso Follow processes to ensure content is translated and understood by non-English speaking customers Voir moins Developing/Editing training content and modules for new hire as well as floor training.Designed training curriculum and contents for lot of pilot batches. Lead for writing training materials for any new initiatives and trainings.New hire training which includes training on Dell portables, desktops, wireless products, business policies and procedures.Provide floor support to the agents during transition.Interact with the respective business and update the peers on the latest processes.Conduct vitality training and new product training as and when needed for business.Organize events and fun activities for Trainees and the Training Team. Being the first point of contact for any training coordination with the business.Maintain training lab inventory and handle training room allocation. Voir moins

  • Knowledge Management

    Jan 2012 - Oct 2014

  • Technical/Process Trainer

    Sept 2008 - Jan 2012
• 

  Citrix

  Oct 2014 - Oct 2017

  Content Strategist

  Develop comprehensive content strategy involving tight integration with product and support teams.Audit content ecosystem, delivering quality evaluation, gap analysis and content prototypes.Develop/Monitor Customer Success Strategy to align customer experience priorities, response models and tactics. Design/Measure program including KPOIs, data tracking using Google Analytics, reporting and analysis. Plan roadmaps to execute CMS implementation/integration, content migration/archival to support organizational goals for Customer Self Service. Voir moins

• 

  Amazon

  Nov 2017 - now

  • Sr. Program Manager

    Mar 2022 - now

  • Content Program Management - Lead

    Jan 2019 - Mar 2022

  • Content Strategy Lead

    Nov 2017 - Jan 2019