Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic
Archana U

Archana U

Bangalore

Summary

Experienced Business Operations Professional in Service Management with a proven track record of optimizing business processes and improving operational efficiency.

Skilled in data analysis, project management, and strategic planning. Resourceful Business Operations Professional known for high productivity and efficient task completion. Specialize in strategic planning, process optimization, and risk management. Excel at communication, problem-solving, and adaptability, ensuring seamless integration of operational improvements for sustained business growth.

Overview

16
16
years of professional experience

Work History

Kyndryl-IBM as Business Operations Professional

Archana U
Bangalore
03.2014 - Current
  • Currently working in Kyndryl (IBM).
  • Overall, I carry 16 years of experience.
  • I completely handle Nordics and Benelux market in Service Management, which consists of multiple accounts, basically I deal with Activation and De-activation Servers.
  • I’m the single point of contact for all Configuration Artifacts repository for both Nordics and Benelux market.
  • Creating and maintaining both Activation and De-activation Profiles.
  • Handling non-compliance issues for the multiple accounts.
  • Review of the evidence uploaded by the relevant teams and the Project managers, ensuring that the evidence is appropriate to meet the global delivery security standards.
  • Managing all the requests from the configuration artifacts tool, and most importantly, communicating with the requestor and the Project Managers in order to aligning the questions to the departments.
  • Worked on Service Improvement Plan for accounts that have more overdue requests.
  • Daily reports and monthly reports are being sent to the relevant teams and to the concerned SPOCs.
  • Connecting with project managers related to Configuration procedure in order to update the evidence within the specific time.
  • Attend meetings with the Process lead and discuss about account-related queries and tasks.
  • Educate the account team resources about Configuration artifact procedures.
  • Aligning Activation and De-activation server questions to the relevant blue groups.

Worked in Aegis- Senior Customer Service Associate

Archana U
Bangalore
03.2012 - 05.2013
  • Worked as a customer service co-ordinator in password reset department. Was supporting the AOL customers of resetting the password of AOL email and Applications and also educating them on how to keep and manage the privacy of the account.

Worked in Mphasis- Senior Consultant in Finance

Archana U
Bangalore
05.2011 - 02.2012
  • Worked as a Senior Consultant in Financial Services.
    Responsibilities:
    If the customers are unable to make the payment, to begin with, I identify what is the customer issue, why are they not able to make the payment, then we make sure that we understand financial status of the customer, post that we prepare the financial budget according to affordability of the users to make at least a partial payment every month.
  • Performed cost and benefit analysis on proposed solutions to determine effectiveness.
  • Assisted in developing strategies for improving customer satisfaction levels.
  • Managed multiple client engagements simultaneously while adhering to tight deadlines.

Worked in First Source- Customer Service Associate

Archana U
Bangalore
10.2008 - 02.2011
  • My Main Job role was to handle customers and communicate with them to resolve the queries.
    We also book a slot for an engineer to visit customer premises to make sure that the issue is resolved
    Our Main Aim is to gain customer satisfaction and bring profit to the company.
  • Provided customer service support to customers through phone and email inquiries.
  • Resolved customer complaints in a timely and professional manner.
  • Maintained records of customer interactions and transactions in CRM software.
  • Analyzed data from surveys, feedback forms. to identify trends in customer service experiences.
  • Developed process improvement initiatives based on identified trends.
  • Participated in regular training sessions to stay abreast of new products and services offerings, policies and procedures changes.
  • Performed administrative tasks such as filing documents, updating databases, preparing reports.
  • Adhered strictly to company's policies and procedures when interacting with customers.
  • Educated customers about product features and benefits that best meet their needs.
  • Provided technical assistance for troubleshooting problems encountered by customers.

Education

MBA - Human Resources And Marketing

St. Annes Post-Graduation College
03-2014

BBM - Bachelor of Business Management - - Human Resouces

St. Annes Degree College
03-2008

HEBA

Sacred Hearts Pre-University College
03-2005

Sacred Hearts High School
03-2003

Skills

  • ITIL Foundation Certificate in IT Service Management Certification Completed
  • Microsoft Certified: Azure Fundamentals Certification Completed
  • AWS Partner: Accreditation Business Digital Certification Completed
  • Power BI Certification Completed
  • Google Cloud Digital Leader Certification for Beginner Certification Completed
  • Project Management Professional Certification Completed

Languages

English
First Language

Accomplishments

  • Received ACE feedback from Stakeholders
  • Verbatim statement from Jankowski Michal : Hello Archana I would like to thank you for your support through out the year. You are trustworthy and dedicated person. You do your to improve the quality of our service. I want to highlight again how your performance affects outstanding Nordic CAR matrix. You are crucial member of CAR Team and I think we would not be able to reach this quality without you and your handwork. I cannot sum up this year without mentioning your dedication to train new co-ordinators. Thanks to you as Racheal became skill co-ordinator. I would you like to thank you for your support this year and I hope for further productive co -operation.
  • Appreciation recieved from Skiba Irena : Hi Archana U, we are working together from past 2years now and you are showing no sign of stopping. I really appreciate that you know your way around the process, as clear understanding of it and step back to take ownership of the tasks assigned to you. You have completed your task in time that helps me present CAR process on european management level. I deeply thankful for your co-operation through the past years and looking forward for the years to come.

Timeline

Kyndryl-IBM as Business Operations Professional

Archana U
03.2014 - Current

Worked in Aegis- Senior Customer Service Associate

Archana U
03.2012 - 05.2013

Worked in Mphasis- Senior Consultant in Finance

Archana U
05.2011 - 02.2012

Worked in First Source- Customer Service Associate

Archana U
10.2008 - 02.2011

MBA - Human Resources And Marketing

St. Annes Post-Graduation College

BBM - Bachelor of Business Management - - Human Resouces

St. Annes Degree College

HEBA

Sacred Hearts Pre-University College

Sacred Hearts High School

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