Mohammed Kamran Azeezi
Customer Service Delivery Manager
Bangalore
Summary
A result-driven IT Delivery Manager with experience in leading operations, projects and staff. Talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess. Proven track record in guiding sizeable, cross-functional teams in service delivery operations and customer services.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
9
9
Certificates
4
4
Languages
Work History
Senior Delivery Manager
Kyndryl Solutions Private Limited
Bangalore
08.2021 - Current
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Improved service delivery by streamlining processes and implementing strategies of shift-left approach & automation technologies.
- Coordinated new hire recruitment, training and development.
- Supervised operations of 24-hour customer service desk staffed by 70 team members.
- Contributed to internal and external account reviews.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
Customer Service Manager
IBM India Private Limited
Bangalore
08.2019 - 07.2021
- Efficiently managed cross-skilled team of 30 technicians performing diverse technical and customer service operations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Evaluated customer satisfaction surveys to analyze results into action plans.
Team Lead - Delivery Operations
IBM India Private Limited
Bangalore
10.2017 - 07.2019
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 25 engaged in Centralized Technical Services, Identity & Access Coordination and Print Infrastructure management.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Communicated KPIs and SLAs outlined in Customer Services Agreement to inform employees of expectations and deliverables.
Transition Coordinator - Customer Services
IBM India Private Limited
Bangalore
05.2016 - 09.2017
- Managed various IT projects to meet deadlines and customer requirements.
- Partnered with service management, operation leads and stakeholders to ensure all new services are fit for purpose and key service deliverables are in place before service go-live.
- Tracked and reported regularly on key service deliverables throughout delivery of new services.
- Worked closely with key stakeholders to ensure design and implementation of Service Request, Incident service and operational documentation is delivered, including but not limited to work instructions and knowledge documentation.
- Worked with stakeholders to ensure operations risks are identified, documented, understood and mitigated.
- Ensured 100% transparency during entire transition process.
Project Coordinator - Centralized Services
IBM India Private Limited
Bangalore
02.2015 - 04.2016
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Installed and configured operating systems and applications.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
Technical Support Analyst
IBM India Private Limited
Bangalore
02.2014 - 01.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used various ticketing systems to manage and process support actions, Incidents and requests.
- Reduced aged Incident and Request back log count by 95% by engaging and collaborating with various service management and technical towers.
- Maintained 100% SLA with 100% Quality, Compliance and Customer satisfaction
achieving highest closure and supported multiple Business clients simultaneously.
Education
Bachelor of Computer Applications - Computer Applications
Bangalore University
Bangalore, India 06.2010 - 08.2013
Skills
Operations Support
undefinedAccomplishments
- Recognized for People Choice Award for the exceptional leadership demonstrated towards the teams by keeping them constantly engaged, and inspired.
- Built and managed high-performing IT teams resulting in improved project delivery and employee engagement.
- Managed and ran multiple delivery teams ensuring governance at top management level, conducting project meetings, and identifying successful and unsuccessful project factors and gaps.
- Supervised team of 70 staff members.
- Lead a high performing team of IT teams resulting in a 45% reduction in team average handling time.
- Managed end-to-end delivery of multiple complex service lines resulting in a 20% increase in customer satisfaction.
- Achieved 100% compliance on Problem Record creations as per the organizational quality standards.
- Increased the First Call Resolution percentage by 20% and reduced service costs by 35% by leading left-shift activities involving multiple tier-2 and tier 3 technical teams.
Certification
AWS Partner- Cloud Practitioner Essential
Timeline
AWS Partner- Cloud Practitioner Essential
03-2023
SIAM Introduction, Overview and Use Cases
09-2022
IBM Data Science Methodologies
12-2021
IBM Statistics 101
12-2021
IBM R Essentials
12-2021
IBM Blockchain Essentials V2
12-2021
Senior Delivery Manager
Kyndryl Solutions Private Limited
08.2021 - Current
Mac OS Training
11-2020
IoT - Intro to IBM IoT Worker Insights
06-2020
Customer Service Manager
IBM India Private Limited
08.2019 - 07.2021
IBM Agile Explorer
08-2018
Team Lead - Delivery Operations
IBM India Private Limited
10.2017 - 07.2019
Transition Coordinator - Customer Services
IBM India Private Limited
05.2016 - 09.2017
Project Coordinator - Centralized Services
IBM India Private Limited
02.2015 - 04.2016
Technical Support Analyst
IBM India Private Limited
02.2014 - 01.2015
Bachelor of Computer Applications - Computer Applications
Bangalore University
06.2010 - 08.2013
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