Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sandhya Ganesan

Chennai

Summary

Accomplished Senior Service Delivery Analyst with a proven track record at Kyndryl, enhancing customer service delivery through effective team leadership and innovative process improvements. Expert in data collection and trend analysis, I excel in client relationship management and fostering team collaboration. Achieved significant enhancements in service quality, demonstrating a strong blend of technical acumen and interpersonal skills.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Service Delivery Analyst

Kyndryl
Chennai
01.2019 - Current
  • Maintaining interlock with the delivery Managers, Functional Managers and Line Management
  • Creating defect prevention investigations and managing the investigation lifecycle
  • Working with Team members across the location(s) to improve and change the process and improve effectiveness eliminating waste.
  • Managed a team of Service Delivery Analysts to ensure customer service delivery goals were met.
  • Provided technical support and guidance for customers using the company's services.
  • Drafted technical documentation related to customer service operations.
  • Reviewed data collected from surveys, interviews, focus groups. to identify potential opportunities for improvement in customer service delivery practices.
  • Identified root causes of recurring issues that impact the quality of customer service delivered by the organization.
  • Maintained up-to-date knowledge of industry best practices related to customer service delivery standards.
  • Established strong relationships with key stakeholders both internally and externally in order to facilitate effective communication across multiple teams involved in providing excellent levels of customer care.
  • Generated proactive solutions that address any gaps between desired outcomes and actual results concerning the level of satisfaction experienced by customers while interacting with our services.
  • Performed regular audits on existing processes or procedures relating to client interactions in order to detect any areas needing improvement.

MAINFRAME OPS

IBM INDIA PVT LTD
Bangalore
01.2016 - 01.2018
  • Here we take care of banking support system of American Express cards
  • We work 24/7 to support our clients (U.S. accounts).
  • Hands-on experience in handling escalations and imparting training to the teams.
  • Maintaining team records in a database.
  • Developed and implemented disaster recovery plans for multiple sites.
  • Led weekly meetings with team members assigned to specific tasks within the overall plan.

Education

B.E - Electronics and Communication -

Prathyusha Engineering College, Chennai
05.2016

Higher Secondary School -

New Prince Matriculation school (Matric)
01.2012

Secondary School -

Kendriya Vidyalaya Meenambakkam (CBSE)
01.2010

Skills

  • Data Collection
  • Trend Analysis
  • Market Research
  • Business Analysis
  • Risk Assessment
  • Client Relationship Management
  • Team collaboration
  • Continuous improvement

Certification

  • IBM certified Badge on Hadoop, Big data Basics.
  • IBM Training on Storage Area Network.
  • DATA SCIENCE METHODOLOGIES
  • DATA Science Tools
  • CSM (AGILE)
  • Distributed Storage and Data Lake
  • SPARK - IBM Badge

Timeline

Senior Service Delivery Analyst

Kyndryl
01.2019 - Current

MAINFRAME OPS

IBM INDIA PVT LTD
01.2016 - 01.2018

B.E - Electronics and Communication -

Prathyusha Engineering College, Chennai

Higher Secondary School -

New Prince Matriculation school (Matric)

Secondary School -

Kendriya Vidyalaya Meenambakkam (CBSE)

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Sandhya Ganesan