Daphne Christabel B
Project Specialist (GCC)
Bengaluru
Summary
Versatile professional with 15+ years of cross-functional expertise in Project Management (PMO), Service Level Management (SLM), Learning & Development, and Talent Acquisition . Proven ability to stabilize projects, optimize resource allocation, and manage budgets while delivering actionable insights through MIS reporting, dashboards, and SLA governance . Skilled in stakeholder management, coaching, and adult learning strategies having designed and facilitated blended training programs. Recently orchestrated end-to-end Cybersecurity/IT talent deployment for Kyndryl GCC, improving hiring efficiency through vendor management and data-driven recruitment. Adept at bridging technical and business needs with strong communication and analytical skills.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Project Specialist - Project Management Offices
Kyndryl
Bangalore
06.2023 - Current
- Lead C2H (Contract-to-Hire) talent deployment for Cybersecurity, Infrastructure & IT Operations across Kyndryl's priority clients through GCC (Global Capabilities Center).
- Partner with empaneled vendors and IBM TAP to source, screen, and onboard specialized technical professionals onto Kyndryl payroll.
- Overseeing all PMO operations for a client with regard to detailed project plans (Work Order), Maintaining project budget, Tracking progress, Analyzing project data.
- Manage end-to-end recruitment lifecycle from requirement gathering and candidate profiling to interview coordination and offer management.
- Serve as dedicated PMO for a strategic priority client, managing end-to-end project lifecycle including RFS (Request for Service) and PCR (Project Change Request) creation, approval, resource allocation and closure.
- Develop and maintain project milestones in collaboration with commercial teams, ensuring 100% compliance with contractual obligations.
- Optimize vendor performance by implementing SLAs for candidate submission , reducing turnaround time by 35% while improving profile relevance.
Associate Data Analyst
Kyndryl
Bangalore
09.2021 - 06.2023
- Designed and automated SLA performance dashboards and reports for 130+ global clients, enabling data-driven decision making and improving SLA compliance visibility by 25%.
- Created standardized daily/weekly/monthly reporting dashboards that reduced client inquiry response time by 40% through proactive metric sharing.
- Collaborated with Incident, Change, and Problem Management teams to identify root causes of SLA breaches, contributing to a 15% reduction in repeat incidents.
- Developed interactive dashboards that consolidated data from multiple sources, saving 20+ hours monthly in manual reporting.
- Served as primary point of contact for client-facing SLA reporting, conducting quarterly business reviews to align metrics with client expectations.
Senior Learning Facilitator - Training & Development
IBM
Bangalore
01.2016 - 09.2021
- Delivered Voice & Accent training and served as Certified Skill Advisor , enhancing customer service and client relationship management (CRM) capabilities.
- Spearheaded the transition of a key client account , redesigning training modules to align with client KPIs. Achieved consistent customer satisfaction scores of 4.5/5 for 3 consecutive years for the client.
- Developed and implemented customized coaching frameworks , improving communication clarity and reducing client escalations by 30%.
- As Compliance Focal for internal training teams, ensured adherence to data security protocols for training content, historic records, and sensitive materials.
- Collaborated with cross-functional teams to integrate Enterprise Design Thinking principles into training programs, fostering innovation in service delivery.
Quality Lead
iGate Global Solutions
Banaglore
05.2014 - 12.2015
- Cross-trained on monitoring call/chat in-flow, spearheading priority issues alongside the Incident Management team, Schedule adherence, attended client calls to better understand their requirements, capacity planning, worked on performance dashboards, real-time analysis, live call monitoring.
- Identified relevant quality-related training needs and facilitated training when required.
- Conducted calibration sessions with Quality/Communication leadership staff, team leaders & Ops managers.
- Served as Quality Analyst (Process Training) for the Command Center & Unified Desk team, supporting 5+ departments with SLA-driven ticket, call, and email resolution.
- Participated in client calls to review SLA performance, address escalations, and align on process improvements.
Customer Service Support Representative
Unisys Global India Services
Bangalore
10.2010 - 05.2014
- Worked as a Customer Rep. for 4yrs supporting various clientele in software/hardware concerns.
- Won an award for highest number of CSAT feedback for 2 quarters.
- Collaborated with the IM team on priorities to resolve high frequency issues.
- Trained new joiners; performed transition for a new process.
Education
Bachelor of Commerce - Accounting And Finance
Baldwin Women's Methodist College
Bengaluru, India 06.2007 - 04.2009
Skills
Project Management Offices (PMO)
Communication & Stakeholder Management
Training and Development
Virtual Team Coordination
undefinedBadges
- People Skills, Communication, Presentation, Collaboration, Problem Solving
- People Skills, Resilient, Growth Minded, Agility, Time Management
- Enterprise Design Thinking Practitioner - Badge
- Enterprise Design Thinking Co-Creator
Timeline
Project Specialist - Project Management Offices
Kyndryl
06.2023 - Current
Associate Data Analyst
Kyndryl
09.2021 - 06.2023
Senior Learning Facilitator - Training & Development
IBM
01.2016 - 09.2021
Quality Lead
iGate Global Solutions
05.2014 - 12.2015
Customer Service Support Representative
Unisys Global India Services
10.2010 - 05.2014
Bachelor of Commerce - Accounting And Finance
Baldwin Women's Methodist College
06.2007 - 04.2009
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