Sofia Jacob Email & Phone Number

Bangalore Urban, Karnataka, India

1) Demonstrate complete understanding of client's and IBM's business challenges andpriorities, and deliver high-quality services and support to meet client expectations.2) Achieve high client satisfaction by building effective relationships with client management and executives3) Manage account within Compliance with zero tolerance of IBM Business Conduct Guidelines violations, ensure audit-readiness.4) Provide overall leadership to service delivery team and inputs for tracking… Show more 1) Demonstrate complete understanding of client's and IBM's business challenges andpriorities, and deliver high-quality services and support to meet client expectations.2) Achieve high client satisfaction by building effective relationships with client management and executives3) Manage account within Compliance with zero tolerance of IBM Business Conduct Guidelines violations, ensure audit-readiness.4) Provide overall leadership to service delivery team and inputs for tracking and reporting service level attainment/objectives (SLAs/SLOs) Show less

Geneva, Switzerland

1) I was responsible for driving and managing service quality, performance, and improvement of service delivery processes.2) Manage day-to-day operational performance while assuring process consistency, adherence to business controls and act as interface between Delivery and client.3) Understand client requirements, business opportunity identification, guidance, support and closure, communicate Business Unit Strategies/Priorities.

Bangalore Urban, Karnataka, India

1) As a Project Lead I was responsible for overall planning of day to day activity and resource allocation to ensure smooth Process flow, Quality consistency and to submit all deliverables on time as per business requirement.2) Follow ITIL process to ensure delivery of consistent quality3) Provided team with coaching and direction.

California, United States

1) Have been liaison between stake holders and India Business operations team for On Boarding of legacy and new CMS (Cloud) accounts.2) Being part of Cost recovery project, have performed timely and accurate reporting on recoveries that includes actuals and forecast accurately.3) Was a Compliance focal to ensure that team is compliant with items such as ITCS104, Data Privacy, quarterly patching and remediation of servers.

Bangalore Urban, Karnataka, India

1) My team was responsible to deliver consistent quality product in the contract for each customer.2) Perform Administrator role for applications such as iSRVCE/ADAMs which is the interface toIBM's Application Management excellence providing customers greater visibility and control and involved in User Testing.3) As Business Systems lead, was responsible for New Hires and Internal Transfers to get respective access to various internal applications.4) Designing and delivering… Show more 1) My team was responsible to deliver consistent quality product in the contract for each customer.2) Perform Administrator role for applications such as iSRVCE/ADAMs which is the interface toIBM's Application Management excellence providing customers greater visibility and control and involved in User Testing.3) As Business Systems lead, was responsible for New Hires and Internal Transfers to get respective access to various internal applications.4) Designing and delivering Customer entitlement management reports 5) ILC – Intranet Labor Claiming – Single handedly completed successful transition from USand implementation of ILC in IBM India. Show less

Bangalore Urban, Karnataka, India

1) Providing required training to end user on Siebel 7.0 for creating Service Requests, Querying on customers, creating customer records etc.2) Generating Reports from Siebel on Monthly and Weekly basis and tracking Status of Service Request raised.3) Worked with other configuration members & business users for customization as per Team's requirement.4) Document procedures, preparation of training manual and providing training for endusers.

Bangalore Urban, Karnataka, India

1) Associated with project team involved in designing Customer query module aimed at fastresolution of queries using Siebel and coordinated with configuration team for customization of Siebel as per requirement.2) Involved in process of Account Opening and activities related to In-house Clearing.3) Studying and analyzing present business practices pertaining to Banking and Customerrelationship in order to increase customer satisfaction.4) Direct Interaction with clients in… Show more 1) Associated with project team involved in designing Customer query module aimed at fastresolution of queries using Siebel and coordinated with configuration team for customization of Siebel as per requirement.2) Involved in process of Account Opening and activities related to In-house Clearing.3) Studying and analyzing present business practices pertaining to Banking and Customerrelationship in order to increase customer satisfaction.4) Direct Interaction with clients in order to understand their needs in terms of resolving their queries and providing better service.5) Handled Cash Department team of branch comprising of 3 Cashiers involving verificationof cash deposits and withdrawals.6) Performed Role as Siebel Co-coordinator during my Tenure with bank. Show less

Master Of Business Administration - Mba

Bachelor Of Commerce - Bcom

Puc