Diana Alb

Experience

• 

  Alcatel-Lucent

  Oct 2009 - Jan 2010

  Order Analyst

  Order management

• 

  Wipro BPO

  Jan 2010 - Jan 2016

  - managing customer relationship through ensuring the requested operational support and keeping permanent contact with the customer - ensuring the technical and process support needed by the colleagues - keeping updated with the new changes on the process and ensuring the knowledge transfer to the officers - managing all transaction processing activities, finding solutions and giving answers to raised queries - ensuring that service level agreement is met at individual level - processing all the order management requests in a timely manner and according to the Customer’s instructions - analyzing operational data, identifying root causes of repetitive issues and driving correction actions for the current activity at individual/team level - handling customer escalations reffering to technical/process issues - checking each team member’s accuracy level - SAP Key user for Belgium, Netherlands, Spain, Poland, Portugal - SPOC for Spain, Poland, Portugal team Show less

  • Subject Matter Expert/OM

    Jan 2013 - Jan 2016

  • Order Analyst

    Jan 2010 - Dec 2012
• 

  Atos IT Solutions and Services

  Jan 2016 - now

  Global Transition & Transformation PMO -Service Activation Manager

  • Project Management Methodologies revision and upgrade/renewal• Knowledge Transfer (KT) Session’s planning, monitoring and reporting for the different in scope projects.• Billing Unit IDs monthly reporting for Top Management• Leasing Contract Process revision for ALM (Asset Lifecycle Management). Service Activation and Quality Management:• Governance role for Program Service Activation.• Quality plan customization, set up in place and implementation during E2E T&T. • Program support with specific track activities (e.g.: End-to-end Test, Pilot)• Quality assurance and tracking of T&T milestones/deliverables during the entire product life cycle.• Setup, implementation & maintenance of Service Activation process and tool:• Meetings mediation between the T&T responsible and Head of Delivery• Closing deliverables formal agreements between the T&T responsible and the Service Approver• Deliverables negotiation• Providing weekly Quality Status Report for top management.• Setup of the Quality Gates.• Quality Gates implementation• Increase quality through consistent application of methodology (GTM/GPM). Resource Mgmt:• Resource mgmt. process/tool(s) setup for a project/program• Responsible for Program Resources Onboarding and Offboarding Process• Resource tracker configuration and maintenance• ORM raising for each Program resource• WBS allocation/change/removal• ICA raising/change Planning:• MS Project Plan setup and configuration in collaboration with tasks/deliverables responsible within the Project/Program• MPP recurrent maintenance • Weekly Fishbone diagram• Planning Quality Dashboard monitoring Change management process implementation for the Program (planning/hosting management change meeting boards/updating Change Log). Reporting: • Monthly Service Reporting(Internal and Customer) related to SLAs, Incidents & RCA, etc• Account Deliverables & Obligations Tracker update/maintenance • Monthly Service Review Dashboard update Show less