Delivery Analyst (Customer service, Delivery & Process Excellence).
IBM Pvt Ltd
Total years of experience :8 years, 11 Months
Identification of proactive investigations
Creates defect prevention investigations and manages the investigation
lifecycle
Support activities related to Defect Prevention and RCA process within the
pool
Preparation of daily & weekly metrics and delivery status
Ensures weekly scorecards / RCA / KPI / PHI completed correctly and
accurately
Under direction of Service Delivery Managers and Operational Managers
creates broadly applicable solutions that are used by the team for process
improvements in handling reoccurring problems (across accounts, pools,
locations).
Maintains interlock with the delivery Managers, Functional Managers and Line
Management
Documentation of investigation and implementation plans to resolve issues
(e.g. RCA, Service Improvement Plans implementation and monitoring)
Works with Team members across the location(s) to improve and change the
process and improve effectiveness eliminating waste
Determines if any solutions can be implemented and/or applicable to other
accounts/pools/locations/centers - best practice sharing.
Analyzes and interprets business data and provides in-depth analysis in
identifying problems and performance exposures with alternative
solutions/recommendations which can be taken to management/customers.
Engages with the account teams and clients to enhance the effectiveness of
solutions and to increase the awareness of proactive quality improvements
Graduated B.com from Mahatma Gandhi University in the year 2006.
Completed 10th and +2 from Crescent Public School.