Service Delivery Associate Seeking to work in UK/Europe

Previous Employment Details:

June 2016 – At Present – Service Delivery Associate – Service Delivery Management Paul Mason Consulting Private Limited – INDIA
 Accountable for the KPI and SLA for Technical Incidents (IMS) raised by the UK Retailers, Also Responsible for Monthly Customer Service Review Reporting/Daily Customer Communication & Escalations Management on concerns/issues raised.
 Shadowing to Service Delivery Managers. Provide Constant Support to Service Delivery Managers for Smooth Transitions of New client to BAU Phase and fulfilling Any Ad-hoc Activities/ BAU requests for day to day Customer Support. Weekly call with customers about the progress or update over the tickets.
 Analyzing data on weekly basis, working on the CSIP plan for the continuous improvement.
 Consistently interact with Project Heads in understanding their operational challenges and Needs to achieve Objectives of Company. Also Liaise with other business units / Departments/ Third Parties within/Outside an organization to resolve an issue.
 In Addition, Handling the Service performance Projects. Working with Directors and senior management on Customer Satisfaction Survey and Dashboard Presentation. Organizing monthly CSS Survey for customers to get their feedback towards the services provided by PMC.

May 2011 – Feb 2015. Goods Flow Assistant - Interim Lead – Replenishment Department. IKEA Limited Wembley, London
 Responsible for all Market hall departments for the replenishment & ensuring opening on time for a good customer shopping experience
 Completed High Performance level and finished advance level, this is part of extra management training for 3 months with practical project on shop floor.
 Assumed the responsibility of ‘shift team leader’ on busy days and holiday cover of management.
 Exceeded the productivity goal of 7 articles per hour (Av. 18).
 Controlling and Working on customer flows for IKEA Wembley location. Practical project on shop floor and further analysis on statistical data.
 From this profile experienced about People Management, Planning, Organizing, Structuring and face to face customer service.
 Completed First Safety and Health and Safety Training

September 2010 – January 2013. Sales Coordinator - Interim Lead. - Tesco Ltd - Dairy Department - Brent Cross, London
 Experienced as Multi skill assistant in retail market.
 Done the People management and distributing the responsibilities and work among the team.
 Awarded for the Best Quality Customer Service Star of the month with the feedback received from the customer
 Awarded for the amazing Customer Service and Appreciation Certificate received by the Head manager of Tesco Customer communication department.
 Completed First Safety and Food Health and Safety Training.

Nov 2009 – May 2011. Interim Team Leader - Poundland Ltd, Portobello road, London
 Experienced as Team Lead in Poundland Portobello Store, London.
 Handled the People management and distributing the responsibilities and work among the team.
 Assumed the responsibility of ‘Manager’ on busy days or during holiday covering.
 Most of time has done the Opening and Closing the store including handled the store responsibilities.
 Along with People Management, Performed the Cashing and Banking of the Store income.
 Worked with Head Office on Stock take and Third Parties on the Till management issue.
 Responsible for the Stock Management on the system and shop Floor. Handled the Delivery system for ordering and maintenance of stock.
 Completed First Safety and Food Health and Safety Training.

May 2008 – Aug 2009. Process Associate - Tata Consultancy Service Limited - Market Research – Data Processing.

Having Similar experience as per The Nielsen Company as Tata Consultancy Service Limited has been taken over The Market Research Department in May 2008.

 Handled Multi Projects (Ad hoc, Multi choice) independently with minimal supervision.
 Analyzing Questionnaires and Tab Spec received from the client
 Worked Programming in QUANTUM with ASCII data
 Coordinating with team member for solving query
 Supply of Information and training provided to the junior.
 Worked in SPSS and Quanvert tool as part of analysis and converting data in different format.
 Having in depth knowledge of Toolbox software for sorting out the specification of word.
 Experienced of MR Studio for converting data which leads to create the project.

May 2007 – May 2008. Operation Coordinator - The Nielsen Company - Market Research – Data Processing
 Handled Multi Projects (Ad hoc, Multi choice) independently with minimal supervision.
 Analyzing Questionnaires and Tab Spec received from the client
 Worked Programming in QUANTUM with ASCII data
 Coordinating with team member for solving query
 Supply of Information and training provided to the junior.
 Worked in SPSS and Quanvert tool as part of analysis and converting data in different format.
 Having in depth knowledge of Toolbox software for sorting out the specification of word.
 Experienced of MR Studio for converting data which leads to create the project.