Over 9 years’ experience in Project Management, Team Management, Taxonomy & Content management and Customer Service. Possess excellent interpersonal and organizational skills with proven abilities in planning and management. Possess exceptional communication, presentation and analytical skills

1. Neelam Sarna
M/S BLDG NO. 31/1082 CHEMBUR CAMP, MUMBAI-400074.
09920421716 ▪ neelamssarna@gmail.com
Objectives
Over 9 years’ experience in Project Management, Team Management, Taxonomy & Content management and Customer
Service. Possess excellent interpersonal and organizational skills with proven abilities in planning and management.
Possess exceptional communication, presentation and analytical skills
Work Experience
Accenture ServicesIndia Ltd, Mumbai (May 2007 till date)
Cross Media Lead (Jan 2016 till date)
Responsibilities:
 To manage the team in producing creative output, while understanding client’s requirement, the end goal or motive
and visualize a potential output
 Will be responsible to champion creative guidance, ensure compliance to brand design guidelines and providing
support to team in production as well as being a mentor for the team members
 Oversee creation of E-brochures, web banners, posters, newsletters, presentations, forms, flyers, invitations, reports,
magazines and fact sheets as per the brand guidelines
 Ensure effective resourcing for the team is available with creative skills and should be able to deliver results with
minimal instructions
 Organized and timeline focused
 Ability to take the ownership of the team and help them deliver projects and in a timely and qualitative manner
 Maintain project specific trackers and compliance to the defined processes, documentation of best practices
 Ability to manage multiple stakeholders globally in different cultural environments and time zones.
(both Internal and External)
 Communicate with customers over emails / tracking tool or over the call / meetings
 Conduct Due Diligence
 Create/Maintain scorecard of deliverables and related timelines
 Lead and supervise the X Media Team, coordinating the daily activities and prioritizing work load ensuring the
delivery of a high quality, responsive and efficient service
 Ensure compliance with Data Protection regulations
 Ensure all agreed SLA/KPI are met
Highlights:
 Steering and leading the team to ensure in time and quality delivery
 Ensure all SLA’s green and have positioned the team to achieve an upward inclination in merely 2 months of joining
 Received accolades from the Client Stakeholders to safeguard smooth delivery and multiple positive feedbacks for
the team from the clients
 CSAT scores soar high and demonstrate a steep uphill drift

2. Neelam Sarna Page 2
Library ServicesLead Offshore (June 2015 till Dec 2015)
Responsibilities:
 To define and prove the concept of Digital Librarians to the client and lead a team of librarians in delivery for a scaled
librarian service
 Lead and guide the Technology team on clean up activity for brand store platform for an FMCG client
 Determine work plans and guidelines
 Create process documentation
 Manage cross-team risk/issue escalations
 Coordinate reporting across all teams and identify key information that require attention and need to be discussed in
governance meetings
 Piloting the librarian service
 Transitioning and leading the librarian service offshore
Highlights:
 Steering and leading the offshore team to reduce the backlog of assets stuck in the backend and best leverage
services to the client in the clean-up phase to eventually sell a long term service
Taxonomy/Initiative Delivery Manager (June 2012 to May 2015)
Responsibilities:
 Implementing the taxonomy strategy defined by client to ensure accuracy of Metadata and vocabulary
 Help define and manage taxonomy as per the requirements of the commercial platforms
 Analyze impacts of taxonomy implementation on various commercial platforms, services and related documents
 Ensure that the implementation of taxonomy helps facilitate effective search of the assets
 Work with Global Users to validate and ensure content is relevant and up to date and is consistent with AZ’s
taxonomy strategy
 Participate/facilitate leadership status meetings
 Manage project-wide risks and issues log, assign risks and issues to appropriate team members, close out risks
when complete and follow up on open risks and issues, as needed
Highlights:
 Managed major Taxonomy re alignments affecting multiple platforms
 Managing Standards service
 Received client nominated awards for timeliness and quick/quality delivery
Content Learning Manager (June 2011 to May 2012)
Responsibilities:
 Fulfill requests to Content, Catalog, and People Administration structure in Saba for ASIA PAC and CEEMEA clients
 Creating deep links in Saba and Centra site according to the new content being posted
 Completion of various tasks using Saba
 Ensure the various businesses of client follows and learn ownership processes e.g. Course creation on time,
generating reports
 Work with content providers to ensure that client global standards are followed in all content that are posted
 Help maintain the most updated list of manual content & content providers, along with content SLAs
 Ensure AstraZeneca internal SLAs are not affected
 Provide training to LTA’s on general updates
Highlights:
 Completed Knowledge Transfer for US AZ Learn in US
 Successfully completed the reverse Knowledge and process documentation
 Trained team on Verbal Communication & Email Writing Skills

3. Neelam Sarna Page 3
Achievements:
 Numero Uno Award received for the 1st
Quarter
Payroll Administrator (June 2010 to June 2011)
Responsibilities:
 Reviewing the various input reports to upload and process payroll
 Validating, updating and maintaining the payroll system database
 Timely processing of new hires, temporary workers, transfers, promotions and terminations
 Entering compensation related commissions, bonuses and bi weekly payroll through data entry
 Processing timely and accurately, off cycles, Weekly, Bi weekly, Monthly payroll for the global staff
 Communicate actively and promptly with Operations, HR and other departments to seek information and clarifications
 Preparation and generation of regular relevant management reports, as designed
Highlights:
 Trained the entire Payroll team on WQM (Work Queue Management)
 Cross trained for Payroll Benefits
Achievements:
 Selected as one of the top talent at Accenture (It’s a batch of 300 employees selected from 40000 employees across
India as Accenture Top Talent)
Senior Customer Support (May 2007 to May 2010)
Responsibilities
 Handling inbound and outbound contacts within a Service Centre environment: including transactions, advice and
guidance on policy and hand off to Service Lines across the client base
 Recording contacts and accountable for the use of the Contact Management System
 Using appropriate IT systems ( Remedy, SAP )
 Ensuring delivery of an excellent customer experience
 Dealing with customer concerns and complaints in a timely and professional manner
 Capturing information accurately with attention to detail
 Prioritizing tasks and workload
 Email Audits and Call Monitoring
 Query Management
 Update Knowledgebase with current updates
Highlights:
 Completed Knowledge Transfer for Carillion People line in UK
 Successfully completed the reverse Knowledge Transfer, trained a batch of 15 FTE during and post RKT
Achievements
 Received 3 Numero Uno, Aptitude Awards and various Spot Awards for excellent and consistence performance
Academics
 T.Y.B.Com from Mumbai University (Specialization in Business Administration Commerce)