Experience

• 

  Ibm

  Jan 2006 - Apr 2017

  My role was to support the IBM global communication sector strategy through pipeline management, gap analysis, revenue forecasting, revenue analysis, KPI reporting and developing reports/dashboards to draw meaningful insights by using business intelligence/analytical tools to achieve business objectives. Worked as a 2nd line quality manager to ensure excellent service delivery for a portfolio of 15 IBM client. My primary role was to ensure all SLA's are met, deploy quality management systems, conduct internal audits to gauge compliance, process re-engineering, lead continuous improvement projects to reduce cost and improve client satisfaction in addition to people management responsibilities of recruiting, training, leading and retaining talent. Worked as a team leader to ensure all contractual obligations are met in alignment with IBM and HP define protocols with highest level of customer satisfaction and negligible escalations. Conduct analysis on various performance metrics, identify pain points and lead improvement projects. Responsible for monitoring interactions (calls and tickets) and providing feedback to front line executives in addition to conducting product and process training to improve customer satisfaction score, reduce call handle time, increase internal compliance and issue resolution rate.

  • Sales Management Advisor - Sales Execution & Management Professional

    May 2015 - Apr 2017

  • Manager - Customer Service & Business Transformation

    Dec 2010 - Apr 2015

  • Team Leader - Customer Service & Business Transformation

    Jan 2007 - Nov 2010

  • Sr. Quality Analyst

    Jan 2006 - Jan 2007
• 

  Mitsubishi motors australia

  Jun 2017 - Jan 2021

  • Senior Business Improvement Analyst

    Aug 2020 - Jan 2021

  • Business Intelligence Analyst

    Nov 2017 - Aug 2020

  • Sales Planning Analyst

    Jun 2017 - Nov 2017
• 

  University of south australia

  Jan 2021 - now

  Business analyst