Preema Metilda
Kollam
Summary
I’m a B. Sc graduate with an experience of 14 years in the field of Information Technology/Business Processes. I completed my graduation from Fatima Mata National College, Kollam, Kerala. I was recruited by Allianz Insurance, located at Technopark, Trivandrum in Kerala and worked with the organization for one and a half years as Claims Handler/Customer Service. Then I worked with Sutherland Global Services for two years as Senior Technical Consultant Level II, which was in Kerala, as well. After which I worked as Hardware Technical Support with Dell, Bangalore. Later, I was recruited by IBM, Bangalore, with which currently having a career journey of 9 and a half years, wherein I started off as a Service Co-Ordinator, and then was promoted to Escalation Manager. Currently, working as a Scrum Master/Project Manager with IBM/Kyndryl India Pvt Ltd, Bangalore, for the past 4 years.Therefore, would like to conclude that I am a professional with diverse experience in fast paced environments demanding strong organizational, technical and interpersonal skills. Exceptionally organized and disciplined; possess well-developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Scrum Master/Project Management
IBM/Kyndryl
Bangalore
11.2020 - Current
- Scrum Master for WPP Account – wherein projects are driven using Agile methodology by breaking down the projects into Epics/Work Items/Tasks using Azure Devops Board
- Maintenance of two different Azure Devops Board – one at a client level to address client raised projects/issues/risks at the account level, and another one to drive the projects internally within the account
- To hold daily standups to ensure smooth addressing and progress of the projects/issues/risks within the teams
- To hold client reviews with regards to the projects/issues/risks addressed by them
- To conduct active scrum plannings, daily connects, retrospectives and showcases with regards to both client level and account level projects with the help of ADO board
- To drive and complete various patching/upgrade projects within the specified timeline, with the help of required teams (APAC, EMEA & NA squads, Ansible team etc.), as per the requirements and agreements with the WPP client
- To ensure all the teams (namely Backup, Storage, SLA, CMDB, Patching, Backlog, Decommissioning, Build, Capacity Management & LCM teams), carried out their ongoing projects and projecting the progress on the same with the client and discussion on the challenges and risks encountered by individual teams followed with agreement on resolution guidelines
- To hold Bi-weekly Review with the leadership, discussing, what went well/ what could go better/challenges encountered/plans for upcoming quarters, on different projects/activities
- Conducted demos of completed work at the end of each sprint cycle.
- Enforced scrum values such as transparency, respect, commitment, courage, focus, openness and inspection.
- Created dashboards using the tool, Azure DevOps to track project progress and milestones.
- Organized meetings between stakeholders from different departments to discuss potential solutions or strategies.
- Worked closely with senior management and other stakeholders during strategic planning sessions for upcoming releases.
- Participated in feature design discussions offering insights from an Agile perspective when necessary.
- Facilitated Scrum ceremonies, such as Sprint Planning, Daily Stand-Ups, Retrospectives and Reviews.
- Coached stakeholders on their roles in the Scrum process and how to best support the team's success.
- Maintained product backlogs, ensuring that items are well defined and prioritized based on business value.
- Monitored progress of sprints, providing visibility into project status for stakeholders.
- Provided guidance to Product Owners regarding Agile principles and best practices for managing product backlogs.
- Tracked metrics related to sprint performance and identified areas of improvement for future sprints.
- Collaborated with other Scrum Masters across teams to ensure consistency in processes and tools used.
- Encouraged continuous process improvement initiatives through retrospectives.
- Developed training materials to educate stakeholders about agile methodologies.
- Identified risks associated with sprint goals and worked with the team to mitigate them.
- Led daily Scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects.
- Trained and mentored team members on best and most effective ways to use Scrum processes to improve efficiency and reduce production times.
- Documented new features and strategies as well as user stories and criteria for acceptance.
- Assessed team metrics and worked to drive improvements and innovate new approaches.
- Conducted application review meetings with end-users to document and gather business needs and translate into functional requirement documents.
Escalation Manager
IBM/Kyndryl
Bangalore
08.2018 - 10.2020
- To handle all the escalations/complaints and get them resolved, which the Users raise through the Complaints & Escalation Portal (CNE portal) as well as through the Service Now tool
- To get in touch with the resolver groups and get them the issues resolved by making them to contact the User within a turnaround time (TAT) of 2 hours of escalation being received
- If necessary, we directly get in touch with the User, troubleshoot and resolves the issue as early as possible, in case of unavailability of resolver groups
- Also ensures that the issue has been completely fixed without a chance of re-occurrence
- To provide feedbacks to the agents/resolver groups, in case of a complaint being received from the user, also if there is a delay/non-action observed from the agent/resolver group’s end
- Also, to ensure that necessary actions have been taken from their end to get the issue resolved at the earliest
- To send follow ups on a daily basis to the agents/resolver groups on in-progress escalations, until the escalation/complaint is driven to a resolution
- To organize all the fun activities, potlucks and celebrations on festivals and all other important occasions
- To monitor the call queue and ensure the agents to be available on calls, chat and ticket support
- To manage break auxes for the agents when required, without getting the business affected
Service Co-ordinator
IBM
Bangalore
03.2015 - 07.2018
- Worked as SAP Technical Support Analyst and then as Service Co-Ordinator in IBM, for the process named, Beyond Petroleum (BP) for 3 years and 4 months
- Handling maximum number of calls that we get from Global Users regarding access requests and password resets for SAP applications (almost 170 applications)
- Resolution of password reset issues within the Average Handling Time
- Meeting the quality targets involved in the steps taken to get the issue resolved and also achieving maximum number of C-SATs
- Building and maintaining a good rapport with the customer from the beginning till the end of the call
- Working on tickets on a daily basis, which are raised through MY IT portal by the Users, wherein we process the access requests and password reset requests and route the remaining tickets which are out of scope of SAP helpdesk, to the relevant Level2 teams for further resolution
- Working and completing the SAP application requests that are raised through Tasks
- Also assisting the Users with the access requests and password resets for other applications like, Maximo Backbone & Filenet Panagon
- Re-routing the calls to relevant helpdesks, for software installations & NTID password resets
Client Tech Support
Dell International Services
Bangalore
03.2014 - 11.2014
- Worked as Client Tech Support in Dell, Bangalore, for the Hardware technical support process (EMEA) which assisted commercial customers for Optiplex desktops & Latitude Laptops, for the past 7 months
- Work profile consisted of supporting the commercial customers with hardware and software issues
- Software troubleshooting included taking remote access of customer’s computer and fixing the issues (wired and wireless)
- Hardware troubleshooting included dispatching of hardware components for optiplex & latitude computers as well, if necessary
Senior Technical Consultant Level II
Sutherland Global Services
02.2012 - 03.2014
- Worked as a senior technical consultant in the American Telephone & Telegraph Company (AT&T - an Internet Service Provider in United States of America) process for a multi-national business process outsourcing company named, Sutherland Global Services
- The process was a technical customer support process wherein we get inbound calls from AT&T customers with regards to technical issues
- Handling maximum number of calls from customers a day
- Resolving maximum number of technical issues with or without taking a remote access of customer’s computer
- Support includes working on technical issues mainly on computers with windows xp, vista, 7 & alien wares
- Resolution of issues within the Average Handling Time
- Meeting the quality targets involved in the steps taken to get the issue resolved
- Building and maintaining a good rapport with the customer from the beginning till the end of the call with the customer
Senior Customer Service Associate
Allianz Insurance
Trivandrum
07.2010 - 02.2012
- Worked as a senior customer service associate in the RECOVERIES process of Collections COE for a UK Insurance company, Allianz
- The process worked on motor claims on which there was a recovery aspect from the third-party insurance company
- To process maximum number of claims
- To bring in recovery amounts in the form of cheques from third party insurance companies by processing maximum number of motor claims that are allocated daily
- To contact third party insurance companies, garages, solicitors and other relevant contact like witnesses and police departments in UK for gathering information regarding the vehicles and people involved in the motor accident
Education
B.Sc -
Fatima Mata National College
Kollam, KeralaXth -
Mount Carmel Convent ICSE School
Kollam, KeralaSkills
- Effective customer/client communication
- Team facilitation
- Leading scrum meetings
- Backlog management
- Meeting facilitation
- Scrum processes
- Customer interaction
- Performance monitoring
- Professionalism
- Project tracking
- Knowledge management
- Communication
- Prepare reports
- Lead teams
- Problem-solving aptitude
- Team building
- Plan projects
- Agile Methodologies
- Stakeholder Management
Certification
- PMP (Course Completed)
- ITIL Foundation
- Lean/Six Sigma
- EIC Motor Level I
- EIC Motor Level II
Hobbies and Interests
- Music
- Singing
Personal Information
Father's Name: Ravi Varma.P.J
Languages
English
First Language
Malayalam
Proficient
C2
Hindi
Proficient
C2
Timeline
Scrum Master/Project Management
IBM/Kyndryl
11.2020 - Current
Escalation Manager
IBM/Kyndryl
08.2018 - 10.2020
Service Co-ordinator
IBM
03.2015 - 07.2018
Client Tech Support
Dell International Services
03.2014 - 11.2014
Senior Technical Consultant Level II
Sutherland Global Services
02.2012 - 03.2014
Senior Customer Service Associate
Allianz Insurance
07.2010 - 02.2012
B.Sc -
Fatima Mata National College
Xth -
Mount Carmel Convent ICSE School
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