1. Suchitra Chongtham
House # 257, Second Floor, Kailash Hills New Delhi, (Cell) +91 9582390315, Email: suchongm@yahoo.co.in,
Passport: Valid (Visa: US till 2021)
PROFESSIONAL SYNOPSIS:
o Professional with 10+ years of rich experience in Business Relationship/Operations/Strategy/Solutions/ Client
Management/Transition in leading Back End Operations and Manufacturing sector
o Proven skills in managing multiple programs in sync with the corporate objectives
o Proactive and effective communicator with exceptional aptitude for leadership and track record for employer
satisfaction.
SOME CAREER HIGHLIGHTS:
o Lean certified on improving turnaround time.
o Transitioned processesfrom Agilent acquired companiesi.e. Velocity 11,Strategeneand Varian from US and trained
team members on the same.
o Attended TTT (Train the trainer) workshop.
o Team awarded as “Best Team of the Quarter” in the department multiple times
o Managed low performing queues to high performance delivery in terms of TAT% consistently.
o Member of Six sigma program to improve TAT for Order processing
o Setup internal audit process for the Order Management team which has ensured better control over accuracy,
identifying gaps in team’s knowledge, timely coaching/feedback sharing, resolving/fixing issues on Quality of work
raised by partners, conducting refresher/retraining as required, etc..
o Process Review and Development Planning and drives improvements in metrics and performs analysis for process
improvements
o Responsible for developing & improving standards of service delivery through guiding and training team and
effective methods within the work area
o Manage stakeholder relationships and business relationships with colleagues in India and Onshore. Identify
Business related projects/opportunities and solve them to stakeholder satisfaction
o Responsible for performance review of the team’s work & provide coaching & feedback to team members to
enable them to improve their performance. Ensure that Internal Policies, Procedures and Compliance Regulations
are being followed as per each country's regulatory requirement.
PROFESSIONAL EXPERIENCE:
Organization: Agilent technologies international private limited, Manesar (Dec ‘06 till Date)
Designation: Assistant Manager – Service Contract management (Q2C)
Team Management:
o Managing 15 FTEs.
o Responsible for managing leaves for the team and ensure that process is not affected at the same time
o Ongoing monthly 1x1s on a recurring basis in order to review performance, self-assessment through continuous
feedbacks. Take suggestions, plan actionable and career planning for team members thereby ensuring they stay
motivated and committed towards achieving team/process/organization goals.

2. o Conducting open discussionswith the team/individuals in case of varying/low performances, laying down an action
plan to help them improve by providing available resources/help, following up on their progress and alternatively
thinking of/deciding on action plan in case of non-improvement.
o Launching/coordinating R&Rand engagement/fun activitiesto ensure team membersstay engaged and motivated
and get rewarded for exceptional performances
o Responsible for performing agent appraisals.
o Designing the job descriptions for critical positions like Senior Process Coordinators, Subject Matter Experts and
team leaders.
o Building a robust pipeline by making job rotations, elevations and creating a scope of cross functional learning.
o Handling critical escalations related to order booking, shipment or payments.
Process Management:
o Management and regular review of key metrics like Accuracy, Volumes, Process TAT, Productivity, Process sigma
etc to ensure compliance and similarity in performance across team members.
o Process Review and Development Planning and drives improvements in metrics and performs analysis for
process improvements
o Work closely with senior managers to ensure timely closure of tasks, discuss future state planning for
teams/members/new projects department can undertake, plan to control attrition and retain hi-pots, Reviewed
and implemented movements of critical people within/outside processes as and when required.
o Closely working and continuously following up with the HR consultancies to ensure timely hiring/backfilling with
new team members in case of any attrition/movement.
o Prepare and present dashboard to senior management pertaining to the revenue/orders booked by the team.
o Mentor & lead Process improvement projects using Six Sigma and Lean Methodologies for the team.
o Reconciling data of revenue booked in oracle & Siebel and highlight any discrepancy.
o Involved in Planning, Scheduling, Monitoring, Forecasting, Reporting and extensive analysis of performance based
on defined service level goals.
o Identify Process Integration opportunities across line of business to create efficiency and productivity benefits.
o Ensure process excellence and improvements by participating and initiating projects & ideas.
Client/Partner Management:
o Coordinating and working closely with partners/clients to ensure alignment on key/changing requirements and
understanding gaps in process/team’s knowledge and finding ways to improve it.
o Continuous talks/discussions with partners on how our department/team can successfully contribute to their goals
and emerge as an effective partner.
o Handling client escalationsand ensuring timely resolution with revert with an action plan to avoid future occurrence
of the same.
o Working closely with partners and finding ways to improve their processes and thereby ensuring/partnering in
their success.
o Participate in weekly, monthly, quarterly reviews with the Business and Internal Stakeholders.
Trainer & Auditor responsibilities:
o Conducting trainings for new joiners and for existing team members.
o Regular feedback sessions with the team members.
o Work closely with Team leader on common opportunities like errors/training/knowledge gaps and streamline
processes like training time, audits completion and feedback timelines, refresher/retraining requirements and
timely conclusion of the same, etc.
o Prepare the training plan for backups in case of attrition
o Conduct Regulatory Audits (SOX) & reporting the findings to the respective team. Undertake detailed transaction
reviews and provide support and consultancy to external / internal teams

3. o Performing internal audits for the team
o Sharing feedback with individual regarding the opportunities found in audits
o Performing calibration session with the team to ensure whole team is on same page.
Organization: Colwell & Salmon Communications,Noida (March 2005 to September 2006)
Designation: CCO (market research analyst and customer support)
o Conduct telephonic surveys with offshore end customers for clients like Michelin,Yokohama etc,
o Conduct telephonic surveys with CFOs of off shore companies
o Selling of garden supplies and magazines to US customers
ACADEMIC CREDENTIALS:
Bachelor of Arts, Manipur University, India.
Technical Skills
MS Office (Word, PPT & Excel), Outlook & Internet - Proficient
ERP SAP/CRM - End User/Working Knowledge
Trainings Attended
1. SAP CRM in United States of America( Conducted by Agilent Technologies), 2013
2. CCP - Customer Contact Program, (Conducted by Agilent Technologies), 2009
3. LEAN, (Conducted by Agilent Technologies), 2008 and 2013
4. White Belt Six Sigma (Conducted by Agilent Technologies), 2007
Personal Details
Date of Birth: 2nd October (Suchitra Chongtham)