parna dey

Manage end-to-end IT service operations for global clients, ensuring SLA and OLA compliance, service quality, operational stability, and timely issue resolution.

Managed end-to-end IT service delivery for global clients while ensuring adherence to SLAs, OLAs, and contractual commitments. Monitored service performance and proactively identified opportunities for service improvement. Acted as the primary point of contact for operational escalations and service-related issues. Conducted regular service reviews with internal teams and stakeholders. Ensured hig

Reduced repeat incidents by 20% by conducting root cause analysis (RCA) on recurring issues and workflow bottlenecks, then implementing durable process fixes
Sustained an 85%+ first-call resolution (FCR) rate by applying ITIL-based incident and change management practices to minimize service downtime
Drove a 10% improvement in SLA compliance through cross-functional collaboration with Network, Inf

• Spearheaded incident management initiatives as a Team Lead, driving service excellence for over 4 years.
• Utilized ITIL frameworks to streamline processes and enhance incident resolution efficiency.
• Conducted root cause analysis (RCA) to identify and mitigate recurring issues, improving overall service reliability.
• Mentored and onboarded new team members, fostering a culture of contin

Worked as Executive operations at Hinduja Global Solution.

Reviewed 200+ app submissions daily for compliance across 21 Google Play policy categories (data privacy, IP, restricted content, ad behavior, deceptive practices)
Achieved a 98% decision accuracy rate identifying and enforcing policy violations across app content, functionality, and safety
Improved review efficiency by 12% by tracking violation trends and feeding insights into monthly process-opt

Identified recurring customer pain points through trend analysis, helping cross-functional teams prioritize product enhancements
Achieved 95% feedback-collection accuracy while maintaining professional communication standards across calls and surveys
Produced weekly management reports surfacing satisfaction trends and optimization opportunities

Provided technical support for broadband and dish services, troubleshooting technical issues and driving effective first-time resolution.

Onboarded U.S. healthcare clients, verifying insurance eligibility, co-pays, deductibles, and preauthorization requirements with 95%+ accuracy
Reduced claim rejections by improving eligibility-verification workflows and identifying process bottlenecks
Shared best practices across the team, improving overall efficiency and SLA adherence

Graduated with a Bachelor of Commerce (B.Com), gaining a strong foundation in finance, accounting, business management, and economics. Completed coursework in Accounting, Taxation, Auditing, and Financial Management, developing practical understanding of financial processes and reporting. Developed proficiency in MS Excel, Tally, and basic financial analysis tools to manage and analyze financial d