Sweety Thomas
Bangalore
Summary
Results-driven professional specializing in organizational efficiency through process management and team leadership. Demonstrated success in addressing critical business emergencies while maintaining service levels and minimizing revenue loss. Expertise in implementing operational improvements that promote continuous enhancement and drive success.
Overview
22
22
years of professional experience
Work History
Major Incident Manager
Kyndryl India Pvt Ltd
03.2022 - 05.2025
- Responsible for the end-to-end management of all IT major incidents.
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
- Managing and resolving Major incidents efficiently to minimize downtime and thereby ensuring business continuity.
- Collaborate with various technical/ Cross functional teams and vendors/ third-party service providers to resolve complex technical issues.
- Ascertain and document the root cause of the Major incidents to prevent the occurrences of such incidents in future.
Project Manager
Kyndryl India Pvt Ltd
03.2022 - 05.2025
- Single-handedly managed on/offboarding activities for the Hyundai Motors Group Project.
- Onboarding activities included activating work item IDs, VPN IDs, client IDs, allotment of project laptops, and guiding the new resources to configure their project laptops.
- Offboarding activities included the revocation of all project-related IDs and accesses, reimaging of the project laptop, and arranging for the reverse pickup of laptops.
- Ensured all new hires signed the pledge forms, NDA docs, and completed the required GDPR training. All project-related documents were saved for future audits.
- Coordinated with tower Leads every quarter to update SOM (Service Operating Manual) & ensuring it is up-to-date.
- Coordinated with all Tower leads and team members to collate data related to training requirements for all HMG resources. Ensured the necessary training was organized, and the same was successfully completed by all.
- Effectively handled laptop dispatch, laptop recovery, maintained asset tracker, and contact details of all project resources.
- Coordinated with all project resources to ensure all mandatory Kyndryl trainings and client software updates were completed by all within the stipulated time.
Supply Chain Operations Analyst
Dell International Services India Pvt Ltd
10.2008 - 10.2020
- Handled India operations for Dell 3rd Party Products.
- Validating vendor quotations & Processing sales SKU activation requests for 3rd party products.
- Raise quote requests with vendors for best price on behalf of sales team.
- Validating Tax codes & rates before sku activation and liaising with Tax team for all tax related issue.
- Onboarding new suppliers and training them on the online registration process, Dell standard payment terms and order fulfilment guidelines.
- Provided training to new hires.
- Recommended & implemented process improvement post GST implementation.
- Regular follow up with the 3rd party vendors to get the orders delivered to Dell warehouse on time and Coordinate with Dell Logistics to ensure the orders are delivered to end customer in good condition along with all relevant documentations.
- Ensure the damaged consignments are replaced by the vendors at the earliest to avoid customer escalations.
Customer Care Representative - Dell Key Accounts
Dell International Services India Pvt Ltd
04.2008 - 09.2008
- Handle customer queries regarding Order delivery.
- Keep the sales and customers posted on the order status on a regular basis till the order is delivered to the customer.
- Handle MWD (Missing Wrong Damaged orders) cases by investigating the cause for MWD and taking the appropriate steps to get these issues resolved on a timely basis.
Senior Quality Assurance Analyst
AOL Online India Pvt Ltd
10.2004 - 03.2007
- Monitor calls taken by the Agents globally and internally based on predefined parameters.
- Briefing the Agents on new process updates so that their process knowledge is current.
- Give feedback to the agents thereby ensuring positive behaviour on calls.
- Train the new Quality Analysts on Quality process.
- Generate reports using MS Excel that describe the call behaviour and trends observed while monitoring.
- Attend Internal and Global-call calibration sessions along with team leaders from operations for the overall assessment of the Agents.
- Send the Minutes of Calibration to the team leaders and managers describing the positive behaviours and areas of opportunities observed while calibrating calls.
- Modified the call monitoring form and prepared call scoring guidelines for the same.
- Successfully completed CQA (Certified Quality Analyst) certification program.
Senior Customer Care Consultant
AOL Online India Pvt Ltd
06.2003 - 09.2004
- Assist the US Customers with their Billing, Security and Technical issues regarding their AOL internet service. Adhering to the highest standards of compliance and quality.
- Handle supervisory calls in the team leader's absence.
- Help new hires achieve their metrics.
Education
MBA - Human Resource Management
Jain University
Bachelor of Commerce -
Mount Carmel College
BangaloreSkills
- Major incident management
- Problem and change management
- Advanced Excel proficiency
- Supply chain management
- Vendor management
- Quality assurance in BPO
- Customer service excellence
- Effective communication
- Coordination expertise
- Conflict resolution strategies
- Data analysis skills
Timeline
Major Incident Manager
Kyndryl India Pvt Ltd
03.2022 - 05.2025
Project Manager
Kyndryl India Pvt Ltd
03.2022 - 05.2025
Supply Chain Operations Analyst
Dell International Services India Pvt Ltd
10.2008 - 10.2020
Customer Care Representative - Dell Key Accounts
Dell International Services India Pvt Ltd
04.2008 - 09.2008
Senior Quality Assurance Analyst
AOL Online India Pvt Ltd
10.2004 - 03.2007
Senior Customer Care Consultant
AOL Online India Pvt Ltd
06.2003 - 09.2004
MBA - Human Resource Management
Jain University
Bachelor of Commerce -
Mount Carmel College