Madhu Kumar C
Bengaluru,KA
Summary
Experienced Service Delivery Coordinator adept at communicating between parties, completing reports, and improving collaboration with suppliers to reduce delays. Familiar with billing and documentation requirements. Ready to take on new professional challenges as part of a growth-oriented company. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Delivery Coordinator
Unisys Global Services India
06.2012 - Current
Ø Single point for enablement of close collaboration between various functional areas or department account leads to meet business objectives.
Ø Demand forecasts and planning and delivering of end-to-end services.
Ø Create back log of problem records and prioritize work requests.
Ø Integration of new, enhanced and existing service offerings between lines of service (LOS) and clients.
Ø Service improvement champion to drive improvement initiates across lines of services.
Ø Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.
Ø Publish reports and dashboards (KPIs, customer/vendor SLAs, and Trending) for IT Management and Business Partners.
Ø Championed a culture of inclusion, diversity and transparency.
Ø Monitor and track onsite service calls through completion.
Ø Develop competency and training plan for the team and monitor completeness and effectiveness
Customer Service Representative
Mainstay
08.2009 - 05.2012
Worked as senior customer service representative for inbound Canadian process for 2 years and 8 months
Senior Customer Service Executive
First Source
01.2007 - 06.2009
Worked as senior customer service executive for Insurance process for 2 years 4 months
Senior Customer Service Associate
Magus
06.2005 - 12.2006
Worked as senior customer service associate in one the Telecom process for 1 year 7 months
Education
Bachelor of Science - Chemistry
Bangalore University
Bengaluru, India05.2004
Skills
- Goal Setting
- Effective Communication
- Address management system
- Problem-Solving
- Meeting facilitation
- Team building
- Incident Management
- Schedule Management
- Analytical Thinking
- Adaptability
- Customer Satisfaction
- Team Collaboration
- Adaptability and Flexibility
- Interpersonal Skills
- Delivery records
- Task Prioritization
- Excellent Communication
- Organizational Skills
- Service Level Agreements
- Business Process Mapping
- Continuous Improvement
- Delivery Management
- Written Communication
- Attention to Detail
- Mail Sorting
- Delivery Coordination
- Relationship Building
- ITIL Knowledge
- Decision-Making
- Multitasking Abilities
- Active Listening
- Professionalism
- Problem-solving aptitude
- Teamwork and Collaboration
- Documentation skills
- Workflow Coordination
- Schedule Coordination
- Escalation management
- Self Motivation
- Problem Resolution
- Project Planning
- Team Management
- Analytical and Critical Thinking
- Organization and Time Management
Accomplishments
I have been successfully handling Global Unilever SDC Team & been backbone for Team success.
Client & Customer accounts team are very appreciative about my deliverables.
Have been recognized with multiple awards for my performance.
Trained all new hires in the team with successful outcome.
Consistency is the key of my performance.
Have participated in multiple extracurricular activities & have motivated many to participate.
Taking ownership in multiple tasks has fetched new learnings & good experience.
Certification
ITIL V3 certified
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Timeline
Service Delivery Coordinator
Unisys Global Services India
06.2012 - Current
Customer Service Representative
Mainstay
08.2009 - 05.2012
Senior Customer Service Executive
First Source
01.2007 - 06.2009
Senior Customer Service Associate
Magus
06.2005 - 12.2006
Bachelor of Science - Chemistry
Bangalore University
ITIL V3 certified
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