Shwetha Lakshman P.

Experience

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  HP

  Nov 2010 - Jun 2012

  Technical Solution Consultant

  • Supported Business Client Products - Thin Clients, Laptops, Desktops and Workstations. • Worked with critical High-Touch Accounts.

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  Hewlett Packard Enterprise

  Jul 2012 - Nov 2014

  • Lead a 5-member team. • Worked closely with the clients, understanding customer experience and the feedbacks. • Analyzed technical issues and improved the services based on the Feedbacks. • Analyzed the Surveys and implemented action plans for improvement. • Worked on process improvement in order to the meet the targeted CSAT Scores within the defined Service Level. • Analyzed the pattern of relationships among the conceptual categories and suggested relevant changes for performance improvement. • Drove up customer satisfaction score by 25% in just 10 months and turned; slashed turnaround time for technical solution desk by as much as 2 days (from 5 days) by identifying the most loyal and highest paying customers and then providing specialized service to them. • Built greater expertise and hence confidence in staffs by identifying in-house, experienced experts and organizing informal training sessions for new and upcoming staffs. • Kept the project up to date by meeting the YTD scores for the team and the region. • Prepared analysis reports and presented the findings to the senior management. • Handled escalations, interacting with the clients and bringing up a positive effect. Show less

  • Total Customer Experience Lead

    Jun 2013 - Nov 2014

  • Technical Server Consultant

    Jul 2012 - May 2013
• 

  HP

  Jan 2015 - now

  Project Manager

  • Directed multiple projects as project manager, leading a team of internal staff and external vendors in delivering business solutions aligning to achieve the strategic goals• Implemented and operationalized these projects throughout the organization yielding benefits such as improved customer experience, quality, consistency, cost reduction – up to 40%• Identified potential new projects, coordinated production releases, presented on the project's progress, and assigned tasks to the appropriate employees• Developed and implemented project roadmaps and milestones, led key stakeholder engagement and accountabilityVendor Manager:Proven history of planning and successfully executing various projects with the vendors within the defined timelines• Cost savings YOY ensuring the company receives quality and service at the lowest cost of ownership. Savings: $35K - $200K per year• Designed and formulated processes to evaluate vendor performance – recordkeeping and auditing the productivity and depending on the analysis, recommended changes to the pay model• Drafted, reviewed & finalized contract documents such as SOWs, CRFs etc., worked on submitting PRs and POs• Onboarded new vendors through tools - Smart buy, Procure360• Ensured vendor compliance with expectations from internal stakeholders and the management, worked on scope expansion opportunities• Approved invoices and worked closely with the accounts payable team ensuring timely payment to the vendors• Worked closely with the business planner to accrue payments for expenses be reported when incurred• Scheduled/conducted monthly as well as the annual business reviews with the vendor project managers and account managers to reflect on the achievements and report out challenges that needed attention• Ensured business continuity plans were established during any national holidays/festivities and any unplanned leaves• Facilitated appropriate tools and process trainings as and when required Show less