Dance
Ciby Thomas
Business Operations Specialist
Bangalore
Summary
Forward-thinking Operations Specialist bringing 4 years of expertise in Global Business Operation for Dell Technology. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Ready to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Moreover, an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Not Only work wise, also very active member in team engagement activities. Have hosted many events and also have taken part in various competitions and have won various prizes. Also a active volunteer in Corporate Social Responsibility Groups and Dell FUN Committee. Most importantly a hardworking person who gives my best in whatever i do to make it a successful.
Overview
4
4
years of professional experience
11
11
years of post-secondary education
3
3
Certificates
Work History
Business Operations Specialist
DELL TECHNOLOGIES
BANGALORE
04.2022 - Current
- Detected errors and initiated or arranged for corrective action, following through with cognizant parties to verify resolution.
- Facilitated development and reporting of program metrics.
- Participated in meetings and associated events to help define and achieve organizational objectives.
- Collected, organized and provided data to maintain program status and customer commitments.
- Monitored and tracked project execution of tasks.
- Evaluated customer needs and feedback to drive product and service improvements.
- Closely work with Project manager, Customer engineer and CS Manager (FSM), for SR Creation and assign the right resources to the SR across the globe.
- Updating the Customer Engineers time sheet on WFM tool on a regular basis.
- To provide solutions to the issues and problems raised by the customers.
- Reporting the completed tasks to the Managers and Stake Holders on a weekly basis.
UAT Test Lead
DELL TECHNOLOGIES
BANGALORE
04.2021 - Current
- Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Developed and maintained defect databases for known issues.
- Kept scripts and test cases updated with current requirements.
- Incorporated delivery requirements into planning of testing schedules.
Order Management Coordinator
DELL TECHNOLOGIES
BANGALORE
04.2020 - 03.2021
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Processed and submitted 30+ orders for Services on daily bases and expedited delivery to maintain customer satisfaction.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Researched and addressed customer inquiries, questions and issues within 1-2 business days to promote optimal customer service.
- Created and maintained daily and weekly reports for upper management.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
Customer Service Dispatcher
DELL TECHNOLOGIES
BANGALORE
09.2019 - 03.2020
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Assisted in resolving customer complaints and grievances.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively followed cases of customers, handled concerns quickly and escalated major issues to Managers to get the best solution.
- Sought ways to improve processes and services provided.
Service Coordinator Supervisor
Mitsubishi Motors
Kuwait City
04.2019 - 07.2019
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Coordinated and monitored service activities to confirm work met all requirements.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Communicated with clients and service providers to provide updates on work progress.
Education
Lake Montfort School
Bangalore 08.2008 - 03.2013
St Joseph’s Indian Composite PreUniversity College
Bangalore 06.2013 - 03.2015
BCOM -
St. Joseph College
Bangalore 06.2015 - 03.2018
CS Foundation
BMS INSTITUTE
Bangalore 01.2016 - 12.2016
MBA - Project Management
Dayananda Sagar University
Bangalore 10.2021 - 12.2022
Skills
Dependable and Responsible
Active Listening
Problem-Solving
Self-Motivated
MS Office
Data Entry
Teamwork and Collaboration
Cultural Awareness
Training and Development
Flexible and Adaptable
Decision-Making
Power BI
Salesforce
JIRA
Service Now Tool
Accomplishments
1. Received award for Highest SR & WO creation.
2. Received award for Highest customer Appreciation.
3. Best Team Player Award.
4. Active Employee of the Company
5. Innovative Team Member Award.
6. Received back to back Cause Cards for 2 Years as part of CSR Group.
7. Have a Hosted an Dell Spark Carnival (Cultural Fest) for entire BU.
Certification
• Diploma in Advanced Accounting (Basics, Excel, PowerPoint, Microsoft word)
Interests
Mime (Acting)
Cricket
Badminton
Football
Basketball
Traveling
Timeline
Business Operations Specialist
DELL TECHNOLOGIES
04.2022 - Current
MBA - Project Management
Dayananda Sagar University
10.2021 - 12.2022
UAT Test Lead
DELL TECHNOLOGIES
04.2021 - Current
Order Management Coordinator
DELL TECHNOLOGIES
04.2020 - 03.2021
Customer Service Dispatcher
DELL TECHNOLOGIES
09.2019 - 03.2020
Service Coordinator Supervisor
Mitsubishi Motors
04.2019 - 07.2019
CS Foundation
BMS INSTITUTE
01.2016 - 12.2016
BCOM -
St. Joseph College
06.2015 - 03.2018
St Joseph’s Indian Composite PreUniversity College
06.2013 - 03.2015
Lake Montfort School
08.2008 - 03.2013