Sebastian Anthony

13+ years of Insightful experience in the areas of Project Management , Business Analysis, Process Management, Team Management and Customer Relationship Management. Proficient in Operations team handling for running successful process operations, experience of handling multiple projects.

• ITIL V3 Certified

• Business Owner Success: A fresh project was launched and carried out with success to support company owners during their on boarding process. Process: Assigned a specific team to communicate with the on boarding team and complete any necessary paperwork on the owner's behalf. resulting in complete user retention and fulfillment.
• Delayed notification to incident management team, mainframe and e-commerce technical team. Resulting in lost time to assess and resolve the issue. Implemented Standard Operating procedure (SOP) which includes decision making tool that clearly identifies and defines the severity. Reduced notification time to incident management team. Reduced escalation from client.
• Implementation of Process Knowledge Test (TATA Consultancy Services) 2019. Scope : To determine the efficiency & process knowledge of support teams which will clearly define the scope of improvement at each level, I Worked closely with Training team and Quality Assurance team to understand familiar mistakes made by associates. Using the data created a set of PKT test, Reduction in Quality errors and Escalation from customers. Also provided scope for training team to take up refresher trainings. This was highly appreciated by clients and the same was implemented across other centers.