Hebsiba Thomas
Bangalore
Summary
Seeking a challenging environment that encourages learning and creativity, providing exposure to new ideas and stimulating professional and personal growth.
An experienced Service Quality Analyst IT , Content Writer with an overall 16+ years of experience in Content Writing and also have experience as a Customer Service Executive and an Admin Executive.
Overview
15
15
years of professional experience
Work History
Service Quality Analyst IT
Bharath Infotech
11.2021
- Leading daily service delivery, continuous development and improvement of provider services following targets/objectives included in council & service plans
- Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures
- Ensuring continuous interaction with vendor/IT managers to ensure that areas of concern are addressed promptly for improved preset service levels
- Analyzing reports for negotiating & eradicating financial impact while disposing of IT hardware
- Coordinating with the central operation team for executing customer experience impact Globally /Cluster level programs /agreed strategy
- Generating revenue through optimizing an existing process
- Contributing analyzed reporting data for CMDB accuracy
- Ensure Same Store Growth along with an increase in High-Value customers and Data Attach for all new activations to ensure low decay.
Admin Manager
Urban Diagnostics Pvt Ltd.
09.2014 - 12.2017
- Staff Management, Vendor Management, Event Management, Asset Track Management, Cafeteria Management and Calendaring
- Organizing business travel, itineraries, and accommodation for Senior Management
- Monitoring inventory, office stock and ordering supplies as necessary
- Responsible for purchase orders
- Raising of purchase orders and invoice tracking
- Setting up and coordinating meetings and conferences
- Deal with enquiries from all staffs, visitors and patients in a courteous and professional manner (face-to-face, over the phone and through email)
- Communicate effectively with multiple departments to plan meetings and come up with different kinds of Health Packages for walk-in Patients and also Corporates.
Interpreter
Through Sodexho Facilities and Management services Ltd. For SAP Labs India Pvt Ltd.
11.2012 - 12.2013
- Taking accurate notes in Hand written English and providing the clear communication word to word during the short meetings
- Also mailing the same during the concerned person’s absence in the meeting
- Typing every word that is spoken using a keyboard
- Everything that is said and spoken in long meetings, daily meetings, team meetings and Con calls
- Providing transcripts for online trainings, offline trainings and also AHM’s happening in SAP and document it for the present and future reference
- Repeating what a hearing person or speaker is saying without using voices so that the conversation can be lip-read and a better understanding can be given without writing, typing on a note pad or pinging on internal communicator
- Going through the Wiki’s, SAP Portal and google and check for any updated study material available to enhance the knowledge on the particular topic that the concerned person is working on.
Senior Content Executive
On Mobile Global Limited, Bangalore
03.2009
- Fully responsible for preparing Questions, Questioning bank management’s sourcing from the content providers as per the requirement, check for facts and accurateness
- Preparing the Terms & Conditions for the contests launched and co-ordinate with legal and get the same approved and later sharing the same with the client or concerned operators
- Co-ordinate with the clients, Account Managers and Key Account Managers to get the finance approved for the launch of the contest and take it forward to finance to finalize
- Co-ordinate with the new content providers and get the NDA’s signed from them and also keep the track of their payments
- Put up winners’ details and photos where applicable after winners are contacted and the winners have claimed their prize.
Customer Service Representative
Zenith Software India Private Limited, Bangalore
06.2005 - 12.2006
- Interacting with the customers and confirming the hotel bookings worldwide
- Email Support
- (Answering the queries of customers thru e-mails – Primary Task)
Content Writer
Zenith Software India Private Limited, Bangalore
01.2007 - 11.2008
- Organizing, writing, and editing content effectively for the site
- Conceptualizing and authoring content for websites and e-mail correspondence
- Conduct online research, generate content for various portals and write creative unique content
- Developing and posting comments to Internet forums
- Edit reports for various global assignments, correcting grammar, spelling and punctuation errors
- Writing, editing and proofreading copy for client projects based on the material supplied by them
- Content writing & rephrase for the research done
- Editing and writing content on a regular basis for building up the website, including informative short articles
- Maintenance of websites for Client, Flair View Travels (www.hotelclub.com, www.accomline.com & www.ratestogo.com).
Customer Service Executive
Canara Bank, Cancard Division, Bangalore
08.2002 - 06.2005
- Maintaining the details of all credit card and debit cardholders and answering their queries thru calls and Emails
- Generating credit card and debit card’s personal pin numbers
- Handling Customer’s entire Data and providing the required details to all the customers whenever necessary through phone and email for Pan India.
Education
Skills
- Excellent written and verbal communication, Quick problem-solving and analytical, Strong collaboration, Ability to work independently, Good judgment and decision-making capabilities, Knowledge of Microsoft Office Suite Products, Ability to organize and prioritize, Knowledge of MS – Office
Languages
English, Hindi, Kannada & Tamil
Personal Information
- Place of Birth: Bangalore
- Father's Name: Mr. D. Thomas
- Date of Birth: 05/19/83
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
Reading and Listening to Music
Disclaimer
I hereby declare to the best of my knowledge that the information furnished above details is correct and I am responsible if anything found in it is incorrect.
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Work-life balanceFlexible work hoursWork from home optionTimeline
Service Quality Analyst IT
Bharath Infotech
11.2021
Admin Manager
Urban Diagnostics Pvt Ltd.
09.2014 - 12.2017
Interpreter
Through Sodexho Facilities and Management services Ltd. For SAP Labs India Pvt Ltd.
11.2012 - 12.2013
Senior Content Executive
On Mobile Global Limited, Bangalore
03.2009
Content Writer
Zenith Software India Private Limited, Bangalore
01.2007 - 11.2008
Customer Service Representative
Zenith Software India Private Limited, Bangalore
06.2005 - 12.2006
Customer Service Executive
Canara Bank, Cancard Division, Bangalore
08.2002 - 06.2005