AWS- Cloud cost analyst Kyndryl (An old IBM India limited), Kyndryl India
A competent professional with 12+ years of experience in Labor cost mgmt., Quality Analysis professional, Incident Management, Operations, Process Management and Customer Relationship Management.
• Associated with Sunlife account as Labor cost Manager, currently handling overall financial report of the account.
• Well-versed in Quality management system, Incident Management, operations, and effective management of processes with respect to SLA and quality guidelines.
• Dedicated to exceptional customer service with the ability to cultivate positive rapport and nurture relationships by offering services beyond expectations.
• An effective communicator with exceptional presentation skills & abilities in leading teams.
team, Ensure knowledge base articles are prepared regularly, Induction training for new hires.
Vendor Management: Performance review calls with vendors, Preparation of performance matrix for vendors
Documentation: Ensure proper documentation of technical/ process changes in present scenario.
Customer Interaction: Status updates, Bridge calls, participating day-to-day in forward progress of the project, Processes and controls change requests as necessary
Service Performance Improvement: Own and conduct reviews as per the governance model of the program, Tracks metrics related to performance of the service line and drives service improvement plans and programs to improve them
Process: Minimizing escalations, SLA compliance, Process compliance, Service improvement plans. Knowledge Management