Kala David Dharmadas Email & Phone Number

- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.- Maintained proper staffing levels to guarantee timely and accurate deliveries.- Met with business leaders to better understand IT issues that negatively impacted businesses.- Planned and managed full project lifecycles, from conception through final completion.- Coordinated new hire recruitment, training and development.- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.- Contributed to internal and external account reviews.- Coordinated and led internal and external site team meetings.- Managed third-party contracts to drive delivery of required services- Attended staff and client meetings and served as liaison to manage operations for account.

Selangor, Malaysia

• Ensures that all relevant parties are aware of and achieve SLA’s. Identifying reasons for possible failure and mitigating those reasons where possible.• Takes the lead in communicating appropriate information effectively to ensure service continuity in a timely manner. • Identifies, manages and maintains all Risks, Issues and Service Improvement logs using the appropriate tooling, to drive down customer issues and complaints, increase the perception of Atos OSS services delivered and achieve SLA. Ensures best practice development is considered, completed and financial efficiencies are made for both the customer and Atos.• Supports appropriate transitions, transformation and additional BAU service projects teams within the scope of OSS Portfolio services.• Actively involved and promotes the Atos continuous improvement mind set. Is able to develop new processes and structures using creating and innovate solutions to address areas in need of delivery improvement.• Acts as an escalation point for major incidents and customer escalations, ensuring that the correct and appropriate action is taken whilst mitigating similar failures for the future.• Ensures that all cost and financial areas of responsibility are managed within the scope of the role, escalating issues or projects of concern.ACCOMPLISHMENTSo Reduced SLA failure up to 90% within 6 monthso Solved 80% of escalations from customer on average by improving quality assurance and improving process flowo Reduced backlog in OSS queue with close monitoring and consistently achieving KPIo Achieved 100% staff retention by continuous mentoring and solution-based managemento Best employee award and recognized by ATOS in 2022 and 2021

Cyberjaya

OPERATIONS: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administers performance reviews for skill improvement. Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level. Address disciplinary and/or performance problems according to company policy. Assist manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs. Work as a team on special or ongoing projects that are important to area/process improvement. Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. Prepare forecasts and budgets for the team Facilitate and organize training session for all agents and participate in recruitment of new call center agents Conduct regular review of all call center agents performance and organize training sessions for under performers Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem solving. Interview and hire prospective agents

Cyberjaya

Work Description : • Attend inbound calls and emails on hardware, software and admin issues.• 1st level troubleshoots on user issues on hardware and software. Troubleshoot outlook issues for user Basic installation on user machine Trouble Microsoft office issues that user experience• 2nd level troubleshoots on user issues on hardware and software.• Password reset and account unlock for multiple systems.• Prepare backlog report for service management• Assign and monitor tickets queue• Handle escalation cases received from end users• Time to time provide coaching for new hires• Provide training for new joiners• Monitor the team in absence of Team Leads• Be a lead agent and assist team lead for manage the team

Cyberjaya

• Attend inbound calls and emails on hardware, software and admin issues.• 1st level troubleshoots on user issues on hardware and software. Troubleshoot outlook issues for user Basic installation on user machine Trouble Microsoft office issues that user experience

Cyberjaya

• Attend inbound calls and emails on hardware, software and admin issues.• 1st level troubleshoots on user issues on hardware and software. Troubleshoot outlook issues for user Basic installation on user machine Trouble Microsoft office issues that user experience Basic troubleshooting on CRM errors• Password reset and account unlock for multiple systems.• NT account and mailbox creation for users.• Account creation for multiple systems, IQS, iSeries, ERP, CRM and ect.

Kuala Lumpur, Malaysia

• Monitoring phone calls to ensure call center employees are in compliance with the rules and regulations of an organization.• Responsible in ensuring employees provide excellent customer service when they are speaking with customers. Also makes sure call center employees give accurate information in a courteous and professional manner• Providing training, coaching, feedback and assistance to call center representatives to make sure them understand new policies and procedures for quality.• Mentoring new hires of QA analyst as well as helpdesk analyst on their job task• Assisting team leader to generate reports on monthly basis and prepares presentation tools for team leader to present among access admin and helpdesk team leads.• Participating and chairing Global Calibration Conference call representing Asia Pacific region on monthly basis which will be attended by QA analysts from North America and Latin America regions. The information collected from other regions will be discussed among team members.• Assisting helpdesk team for handle email request receive from customers by troubleshooting basic hardware and software issues (Nov 2009 - Present)• Involved in UAT tools testing (January 2011 – March 2011)• Received Award of 1 month bonus for assisting Helpdesk analyst servicing emails received from Customers

Kuala Lumpur, Malaysia

Bachelor’S Degree, Information System, Grade B/2Nd Class Upper (3.01 Cgpa)

Activities and Societies: Badminton study

Bachelor'S Degree, Information Technology, 3.04/4

Activities and Societies: Badminton

High School, Science, Pass (3A’S , 3B’S)

Activities and Societies: badminton Red Crescent Society