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Isha William Mob
#: +91-9876543210
Service Management Specialist D.O.B: 10th
May 1975
Accenture Services Pvt. Ltd Email: isha_william@yahoo.co.in
Date
|
Organization
|
Profile
|
Jan’05 – Current
|
Accenture Services Pvt. Ltd.
|
Service Management Representative
|
Apr’04 – Jan’05
|
CLI3L e-services Pvt. Ltd
|
Customer Service Representative
|
Aug’2K – Apr ’04
|
Don Bosco Technical Institute, Kolkata
|
Faculty Cum Supervisor
|
May’97 – Aug’2K
|
Neptune Plastic and Metal Industries
|
Shop Floor Supervisor
|
Jan’96 – Apr’97
|
Promises Industries
|
Assembling and Quality
|
Aug’94 – Dec’95
|
Don Bosco Technical Institute,
Kolkata
|
Supervisor of Computer Dept.
|
Project
/ Tasks Title
|
Project
/ Tasks Details
|
Process Re-Engineering
|
1.
Study
of all the different deals handling similar processes.
2.
Identifying
the best approach to standardize the processes across deals.
3.
Benefits
– Reduction in Cross-Training efforts and easy re-deploying of workforce as
per requirement.
|
Transitioning of Process
|
1.
Implement
Service Management products to other existing and new contracts
2.
Check
the feasiability and their current process in place
3.
Transition
the activities from other departments to Service Management
|
Work on Process Continous Improvements
activities
|
1. Setup meetings with stakeholders to
understand their areas of concern
2. Analyse the current process for
reasons of the concerns by Stakeholders.
3. Suggest plans for process
improvement
|
Setting up of Service Mangement
Framework for New / Existing Client
|
1. Managed settingup of the Service
Management Framework for the follwing accounts / Clients
a.
Eversheds (Law
Firm)
b.
Deutsche Bank
(Procurement)
c.
Statoil (Oil &
Gas)
d.
Virgin Media
(F&A, HR)
2. Currently working in setting up the
Service Management Framework for
a.
Janalakshmi
Financial Services (Micro Finance)
|
 |
||
 |
||
ü Performance Management
ü Incident & Problem
Management
ü User Relationship
Management
ü Governance
ü Change Management
ü Process Documentation
ü Transitioning /
Re-engineering existing Processes
ü Creating LWI’s
|
ü Change Management Advanced
ü Leading a Team: Team
Leadership Skills
ü Cultivating a
High-performance Project team: Building a High-performance Team
ü Governance for Service
Management
ü Internal Controls and
Compliance for Service Management
ü User Relationship
Management for Service Management
|
||
ü Performance Management
for Service Management
ü Incident and Problem
Management for Service Management
üITIL V3 Foundation Certified
üAttended the 3 days class room training of PMP
|
|||
Organization
|
Accenture
Services Pvt. Ltd,
Bangalore
|
||
Tenure
|
10 Years 6 Months
|
||
Brief Summary
|
Joined
the organization as a Customer Representative to support the Motor Insurance
Claims Process worked for 43 Months, got promoted to Change Administrator in
August 2008, another promotion as Change Manager in October 2010 and again as
Service Management Representative in 2013. During this period I was involved
with the following clients from various functional areas.
Unilever
(HR and F&A), Microsoft (F&A), British Telecom (HR), Deutsche Bank
(Procurement) – Managed the Change Process for these Clients
|
||
Current Designation
|
Service Management Specialist – (May 2012 – till date)
(Service Management)
|
||
Work Profile
|
During the Service
Management Mobilization phase the following are my scope of work
• Setting up the below
Service Management Products for new deals
Performance Management
ü
Reviewing the MSA to understand and
build the performance management framework
ü
List out all the Contractual SLAs,
KPIs and OLAs, define the Objective, check for historical data to fix
targets, else agree on the baseline period, set the data collation and
compilation plan and agree with Internal and Client stakeholder and obtain
approvals
ü
Implement the Calculation and
reporting of the agreed Metrics as per the agreed timelines
Incident and Problem
Management
ü
Prepare the incident management
framework as per the contract
ü
List out all possible events which
could occur or has occurred in the past
ü
Categorizing the severity and agree
on the notification approach and escalation matrix
ü
Setup tools (Excel Tracker, RCA Templates or
SharePoint) as required
ü
Obtain approval from Internal and
Client stakeholder, conduct roll-out sessions and Implement the process
User Relationship
Management
ü
Agree with the clients on the
questions, frequency, stakeholders to whom the survey needs to be rolled out
and the type of reporting which would be required.
ü
Build the questionnaire in the tool,
complete the UAT, obtain approval from stakeholders and Implement the
process.
Governance
ü
Prepare the Governance framework as
per the contract
ü
Setup the Governance Calendar for
the entire life of contract
ü
Agree on the Agendas and the
contents and template to be used for the various Governance Meetings
ü
Obtain approval from Internal and
Client Stakeholder and Implement the process
Change Management
ü
Prepare the Change Management
Framework for Operational Change as Contract Changes are usually managed by
Contract Teams
ü
Categorize and agree on the type of
changes and its processes.
Create
the RACI Matrix and identify the SPOC from each service/ business line• During the
During Service
Management run phase the following are my scope of work under each of the
products
Performance Management
ü
Measure and report the monthly
service performance to delivery and client
ü
Setup and Conduct the Monthly
service performance review meeting with clients
ü
Follow up and ensure that Open
action items are worked on and closed as per the outcome of the meeting.
ü
Ensure all the process related work
instructions are updated and reviewed periodically and approval obtained from
clients
ü
Assist the delivery team to setup
SLAs for measurement for new deals
Incident and Problem
Management:
ü
Ensure that all events of Incidents
are tracked and monitored for closure
ü
Analyse the historical data for a
period and highlight potential problems
ü
Report any occurred Incidents to
client and provide regular updates until closure
ü
Conduct awareness sessions for the
delivery teams on Incident and Problem Management to ensure every Incident is
being reported and tracked
User Relationship Management:
ü
Agree with the client on the types
of surveys to be conducted, its frequency and audience and get the survey
setup for the deal
ü
Ensure that Surveys are conducted as
per the agreed timelines and ensure it is validated and agreed with clients
and stakeholders prior to initiation
ü
Conduct analysis of the response
post the survey and publish to stakeholders
ü
Setup meeting for discussion to
identifying improvement plans or solution on the highlighted areas of
improvement as per the survey.
Governance:
ü
Ensure that all the governance
meeting dates are agreed with clients, stakeholders and are scheduled as
agreed
ü
Ensure the participants list are
accurate and right stakeholders are invited and available for the meeting
ü
Chair the meetings, publish the
minutes and follow up on the actions post meeting for closure
Change Management:
ü
Ensure that the change team is
managing the changes through the process till approval
ü
Team prepares the agenda for CAB
calls
ü
Chairing the CAB calls
ü
Ensuring various reports for
stakeholders are prepared and published
ü
Following up with stakeholders to
get the RFC’s move through the process swiftly and on time.
ü
Communicate to change owners and
stakeholders once RFC’s are approved and signed to start implementation.
Continuous
Improvements:
ü
Setup call with clients and
stakeholders to understand the areas of concerns and improvements.
ü
Prepare analysis for a better
understanding the root cause for the concerns and present to stakeholders and
obtain their suggestions for improvement.
ü
Prepare plan and implement the
improvement ideas for process enhancement.
Supervisory:
ü
Help team members in resolving
issues related to service management processes
ü Share improvement
ideas with teams for implementing the same in their respective projects on
feasibility.
|
||
Previous Designation
|
Change Manager – (Sep 2010 – May 2012) (Service Management)
|
||
Work Profile
|
• Change Management:
ü
Responsible for managing the change
through the process till approval
ü
Preparing the agenda for CAB calls
ü
Chairing the CAB calls
ü
Preparing the various reports for
stakeholders
ü
Following up with stakeholders to
get the RFC’s move through the process swiftly and on time.
ü
Communicate to change owners and
stakeholders once RFC’s are approved and signed to start implementation.
•
Process Transitions / Mobilization:
ü
Present the standard change process
to new clients
ü
Prepare an Implementation plan and
process documents
ü
Obtain approval from stakeholders
for the same
ü
Implement the process and handover
to the Team
•
Continuous Improvements:
ü
Setup call with clients and
stakeholders to understand the areas of concerns and improvements.
ü
Prepare analysis for a better
understanding the root cause for the concerns and present to stakeholders and
obtain their suggestions for improvement.
ü
Prepare plan and implement the
improvement ideas for process enhancement.
•
Supervisory:
ü
Help team members in resolving
issues related to change process
ü
Share improvement ideas with change
administrators for implementing the same in their respective projects.
|
||
Achievements
|
ü Successfully
implemented process improvements to reduce time and cost.
ü Have
been selected as one of the Top Talents for Accenture India BPO
ü Was
selected for Transitioning a process from “On-Shore”
|
||
Previous Designation
|
Change Administrator(Aug 2008 – Sep 2010) (Service Management)
|
||
Work Profile
|
• Change Management:
ü
Responsible for managing the change
through the process till approval
ü
Preparing the agenda for CAB calls
ü
Following up with stakeholders to
get the RFC’s move through the process swiftly and on time.
ü
Preparing the various reports for
stakeholders
ü
Communicate to change owners and
stakeholders once RFC’s are approved and signed to start implementation.
|
||
Achievements
|
ü Had
been appreciated by various stakeholder for managing the process diligently
ü Was
awarded the “Numero Uno” twice
|
||
Previous Designation
|
Customer Service Representative (Jan 2005 – Aug 2008)
(Operations)
|
||
Work Profile
|
• Customer Support:
ü
Attend to customer calling for
setting up of motor accident claims
ü
Processing of the claims and
arranging for garages to service their involved vehicles.
ü
Attend to follow up calls of
customers on the status of their claims or complaints.
ü
Mentoring new representatives
ü
Providing process updates to Team
members
ü
Helping Team Lead in the day to day
activities (Quality Monitoring, Reporting)
|
||
Achievements
|
ü Was
awarded for automating of the Reports
ü Was
awarded the “Numero Uno” twice
|
||
Organization
|
CLI3L
e-Services Pvt. Ltd,
Bangalore
|
Tenure
|
9 Months
|
Brief Summary
|
Joined the organization as a Customer
Support Representative in Apr 2004 and provided support to customers for
activating Microsoft Products
|
Designation
|
Customer Support Representative (Operations)
|
Work Profile
|
ü
Attended the calls for MS product
activation
ü
Was also up skilled later for
handling Server activation
|
Organization
|
Don Bosco
Technical Institute,
Kolkata
|
Tenure
|
48 Months
|
Brief Summary
|
Training
students in subjects of Mechanical Engineering Technician Course, along with
managing the Computer Department of the institute
|
Designation
|
Faculty
cum Supervisor
|
Work Profile
|
ü
Training students in Mechanical
trade subjects (Trade Theory, Engineering Maths, Mechanical Drawing and Trade
Practical)
ü
Conducting and providing short term
professional trainings in AutoCAD and CNC Programming
|
Organization
|
Neptune
Plastics and Metal Industries,
Kolkata
|
Tenure
|
39 Months
|
Brief Summary
|
Managing
of part production, workforce supervision and creating drawing for the parts
produced
|
Designation
|
Shop Floor
Supervisor
|
Work Profile
|
ü
Maintain the stock of machinery
parts by production of the same for machine assembly
ü
Manage the shop floor workforce
(shift timings, production activities and production plan)
ü
Create part drawings of machinery
parts for production
ü
Prepare the Time and effort
estimation for part production and machine assembling
|
Achievements
|
ü
Was awarded for digitizing of old
drawings
|
Organization
|
Promises
Instruments,
Kolkata
|
Tenure
|
16 Months
|
Brief Summary
|
Assembling
of digital weighing scales, electronic safes and doing a Quality Check for digital
weighing scales assembled by colleagues
|
Designation
|
Assembler
and Quality Controller
|
Work Profile
|
ü
Assemble digital weighing scales and
electronic safes
ü
Maintenance of spare part stocks for
production
ü
Calibration of digital weighing
scales
ü
Checking the quality of digital
weighing scales produced
|
Organization
|
Don Bosco
Technical Institute,
Kolkata
|
Tenure
|
16 Months
|
Brief Summary
|
Managing
the computer section of the institute
|
Designation
|
Supervisor
Computer Section
|
Work Profile
|
ü
Managing of Faculty (Workforce)
ü
Planning of short term courses for
students
ü
Managing the administrative
activities of the section
|
Qualification
|
Institute
|
Year
of Passing
|
Diploma
in Mechanical Eng. Tech
|
Don
Bosco Technical Institute, Park Circus, Kolkata
|
July 1995
|
ITI
(Mechanical)
|
DGE&T
from Don Bosco Technical Institute, Park Circus, Kolkata
|
July 1994
|
C.H.S.E
(Council of Higher Secondary Education)
|
Jatni
College, Orissa
|
August 1989
|
Matriculation
|
Andhra
University, Vishakapatnam
|
April 1986
|
ITIL
V3 Foundation
ü MS Office (MS-Word,
Excel, Power Point & Visio)
ü AutoCAD
ü SharePoint
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