SOMANNA B C

• Operational Excellence & Cost Optimization: Led initiatives to reduce operational costs by optimizing resource allocation, replacing L13 with L15 resources, and improving workforce efficiency.
• Automation & Process Improvement: Spearheaded automation efforts, including the implementation of a new VA data flow chart, streamlining workflows, and reducing manual interventions.
• Efficiency & Performance Management: Ensured consistent achievement of major service metrics by addressing volume spikes, stabilizing teams, and enhancing overall service delivery.
• Knowledge Management & Self-Service Enablement: Established a centralized knowledge repository, leading to a reduction in recurring issues and improved first-call resolution rates.
• Strategic Team Leadership: Managed high-performance teams across SAW and AV functions, fostering talent development, mentoring potential leaders, and facilitating career growth opportunities.
• Operational Supervision: Directed a 24x7 Service Desk Team with 40+ team members, ensuring seamless service delivery and adherence to SLAs.
• Process & Service Enhancements: Implemented performance metrics to evaluate team effectiveness, identify improvement areas, and enhance customer satisfaction and retention rates.
• Stakeholder & Client Engagement: Acted as a liaison between teams and clients, attending meetings to align operations with business objectives and ensure service excellence.
• Business Adaptability & Continuous Improvement: Proactively adapted to evolving business needs by driving continuous improvements, stabilizing teams, and aligning service strategies with organizational goals.

As a Client Capability Lead, I played a pivotal role in aligning service delivery with client expectations, ensuring operational excellence, and driving continuous improvement. My key responsibilities include:

• Client Relationship Management – Acted as a strategic partner to clients, understanding their business needs, addressing concerns, and ensuring high customer satisfaction.
• Service Delivery Excellence – Oversee end-to-end service operations, maintaining service quality, adherence to SLAs, and optimizing performance metrics.
• Through a combination of strategic leadership, operational excellence, and client-centricity, I ensured sustained growth, efficiency, and innovation in service delivery.
• Process Optimization & Efficiency – Identify opportunities for process enhancements, implement best practices, and drive automation to improve productivity and reduce costs.
• Stakeholder Collaboration – Work closely with internal teams, cross-functional units, and leadership to align service strategies with business objectives.
• Risk & Compliance Management – Ensure adherence to compliance standards, mitigate operational risks, and proactively address service-related challenges.
• People & Talent Development – Mentor, guide, and upskill teams to build high-performing capabilities and foster a culture of continuous learning.
• Innovation & Transformation – Drive initiatives that enhance service capabilities, introduce new solutions, and adapt to evolving industry trends.

As a Team Lead, I was responsible for driving team performance, ensuring seamless operations, and fostering a collaborative work environment. My role involved:

• Managing daily operations and ensuring task completion.
• Mentoring and coaching team members to enhance productivity.
• Bridging communication between management and the team.
• Identifying process improvements for efficiency and service excellence.
• Ensuring alignment with business goals while maintaining high morale.
• As an IT Service Coordinator, I played a key role in managing IT service operations and ensuring smooth service delivery. My responsibilities included:
• Coordinating IT service requests and incident management.
• Ensuring SLA adherence and minimizing service disruptions.
• Collaborating with technical teams and stakeholders for issue resolution.
• Implementing ITIL best practices to enhance service quality.
• Driving process improvements to optimize IT support operations.

• As an Incident Manager, I was responsible for overseeing the end-to-end incident management process, ensuring swift resolution of IT issues while minimizing business impact. I handled major incidents, led war rooms, coordinated with cross-functional teams, and implemented escalation protocols to restore services efficiently. Additionally, I conducted root cause analysis, improved incident handling processes, and maintained clear communication with stakeholders to provide real-time updates. My role focused on enhancing service stability, optimizing response strategies, and driving continuous improvement in incident and major incident management practices.

• Mentored junior team members, contributing to their professional growth and development.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Optimized subject matter content by conducting extensive research and incorporating industry trends.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.

• As a Technical Support Engineer, I was responsible for diagnosing and resolving hardware, software, and network issues to ensure seamless IT operations. I provided technical assistance to end-users, troubleshot system errors, and managed service requests while ensuring timely resolution and adherence to SLAs

• Involved in selling credit cards and financial products to UK customers via outbound calls. Managed direct sales, including mortgage-linked offers and balance transfers, while ensuring compliance with financial regulations. Successfully met sales targets through strong customer engagement and persuasive communication.