Sofia Thiady

Ms. Sofia Thiady has 18+ Yrs. Of IT experience into Global Project Delivery . Currently engaged with Central Customer Advocacy team and working for seamless engagement of customers in defining the Relationship Quotient with Wipro by executing CSATs and PCSATs. Under CAG team we also do Governance of Customer Escalations, monitoring and reporting from Logging till Closure process. Also actively involved as a Sr. Scrum Masterto implement the customer advocacy portal for seamless execution of surveys at Wipro level. She also has experience in Delivery Governance, responsible for accounts under Continental Europe Region. Along with delivery enablement also closely works with the Strategic Marketing team for carrying out seamless engagement of Wipro in Whitelane survey, which is an external agency that conducts CSAT surveys across Europe. She also has worked as a Scrum Master & Avaloq Consulta nt for various projects across companies helping projects in Agile transformation. Has good exposure on stakeholder management-- Internal (Executive & Board members) & External As a Customer Advocacy Consultantis responsible for: • Actively involved in Chairing the Level CSAT Surveys and analysis of data. • Preparation of CSAT Metrices and Presentation to Executive management(CEO, COO, SMU Head's) • Governance of Customer Escalations • PCSAT Execution • Process Management for CSAT/PCSAT Action Planning, Customer Value Success Stories, Customer Connects, QBRs • As Business Owner is actively engaged in requirement Freeze, user Story creation and Value addition for implementation of Customer Centricity portal As part of Delivery Governance Team is responsible for: • Monitoring & Planning growth and smooth execution of Stay Green accounts under CE, on basis of and percentage. • Driving and engaging Strategic marketing team with Accounts and Global Client Partners for participation execution in Whitela ne survey for Europe region. • Performing executive communications with Work with accounts persistently in resolving Delivery related challenges. Stakeholder Management • Understanding and accordingly. • with both to receive the •