Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
BILL K

BILL K

Kerala

Summary

Proficient in managing high-priority incidents while maintaining exceptional customer relations. Known for implementing process improvements that boost efficiency and team engagement. Ready to leverage leadership skills to support organizational goals.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Team Leader - Incident Management Process

Atos
Bengaluru
05.2024 - Current

  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Led team in daily operational tasks and ensured workflow efficiency.
  • Facilitated training sessions for new team members and ongoing skills development.
  • Coordinated project timelines and resource allocation to meet departmental goals.
  • Implemented process improvements to enhance team productivity and service quality.
  • Monitored team performance and provided constructive feedback to enhance skills.
  • Managed scheduling and assignments to optimize team performance and coverage.
  • Fostered a collaborative work environment that encouraged team engagement and support.
  • Communicated effectively with upper management regarding team progress and challenges.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Trained new staff in relevant processes and procedures.
  • Delegated daily tasks to team members to optimize group productivity.
  • Delegated tasks appropriately according to individual skill sets.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Monitored team progress and enforced deadlines.
  • Identified opportunities for process improvements, implementing changes when required.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Collaborated with management team to implement new work procedures or policies.

Major Incident Manager

Atos
Pune
01.2020 - 04.2024
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Developed highly effective incident response team and trained extensively in preparation for possible events.
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

Demand Planning Coordinator

Atos
Pune
12.2018 - 12.2019


  • To Ensure the costs of the proposals are in line with the budgets
  • To Communicate with the customers regularly on understanding the requirements
  • Coordinating with customers to ensure the demand flow is well in line

Business Operations Analyst

Atos
Bangalore
11.2017 - 12.2018
  • Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures.
  • Provided performance analysis, informing senior decision-makers of vital profit metrics.
  • To Analyze the financial Reports and presenting the analysis to the top management
  • To Coordinate with Top level managers for monthly financial reviews
  • To Analyze the performance of various towers and assist them for performing better
  • To Train & Knowledge Transfer to debuts
  • Managed 6 towers & its sub towers Single handed

Education

MBA - Finance Major And Marketing

Impact Institute of Management Studies
Bangalore

Bachelor Or Commerce - Taxation, Finance & Tally

Mahatma Gandhi University
Kerala

Skills

  • Effective communication
  • Incident management
  • Process improvement
  • Team leadership
  • Performance monitoring
  • Resource allocation
  • Customer relationship management
  • Project coordination
  • Conflict resolution
  • Training development
  • Problem solving
  • Leadership
  • Client communication
  • People management
  • Work Planning and Prioritization
  • Incident priority assessment
  • Flexible and adaptable
  • Critical thinking
  • Interpersonal communication
  • Resolution team engagement
  • Teamwork and collaboration
  • Attention to detail
  • Decision-making
  • Data analysis
  • Financial and operational reporting

Accomplishments

  • Received multiple accolades for exceptional performance within the company and from the end customer
  • Received numerous appreciations from top-level management for introducing new processes for the smooth functioning of the reviews and quality work

Certification

  • Equity Market from Stock Market Institute
  • Digital Marketing from IIM Calcutta
  • Project Management concepts for student community from PM Primer
  • Tally. ERP 9

Languages

Malayalam
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2

Timeline

Team Leader - Incident Management Process

Atos
05.2024 - Current

Major Incident Manager

Atos
01.2020 - 04.2024

Demand Planning Coordinator

Atos
12.2018 - 12.2019

Business Operations Analyst

Atos
11.2017 - 12.2018

MBA - Finance Major And Marketing

Impact Institute of Management Studies

Bachelor Or Commerce - Taxation, Finance & Tally

Mahatma Gandhi University

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BILL K