Tineswary Ramasamy

Overseeing end-to-end service delivery operations to both direct and end clients, ensuring service excellence, customer satisfaction, and continuous improvement.

• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Act as the primary point of contact for client and vendor relationships, fostering trust, transparency, and long-term collaboration.
• Lead and participate in service budget planning, providing strategic input to reduce costs while maintaining or improving service quality.
• Monitor staffing levels and service capacity to ensure optimal resource allocation and timely delivery of services.
• Manage and oversee third-party contracts to ensure alignment with business objectives and delivery expectations.
• Track, manage, and report on service performance metrics, ensuring SLAs and KPIs are consistently met or exceeded.
• Proactively identify areas for service enhancement, implement process improvements, and promote a culture of continuous development within the delivery team.
• Take ownership of critical incidents and services, coordinating cross-functional resolution efforts and ensuring effective communication across all stakeholders.
• Support governance and reporting activities, including monthly service reviews and risk assessments.
• Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.

Responsible for overseeing the delivery of products or services to customers or clients, ensuring high levels of customer satisfaction, and managing the service delivery team.
This role is crucial in maintaining and improving the quality of service and ensuring that service level agreements (SLAs) are met.

• Build and maintain strong relationships with clients or customers
• Act as the primary point of contact for client inquiries, issues, and escalations
• Understand client needs and expectations to ensure that services align with their requirements.
• Ensure that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded
• Ensure that resources are allocated effectively to meet client needs.
• Implement and maintain quality control processes to ensure service quality and consistency.
• Identify opportunities for service improvement and implement changes to enhance efficiency and customer satisfaction.
• Prepare regular reports on team performance and service metrics for management and clients.
• Prepare for and manage service disruptions, including disaster recovery planning.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Implement and maintain governance and control mechanisms.

Responsible for consistently delivering the approved on-site services portfolio of Atos customers' businesses in the field and on-site support area. Ensures all providers perform ticket resolution and associated tasks in compliance with the agreed
contractual requirements, SLA, and financial constraints.

• Ensure that all the relevant parties are aware of and achieve SLAFs. They are 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 and efficiencies are made for both the customer and Atos.
• Implemented strategies to increase customer service satisfaction ratings.
• Resolved customer complaints in professional and timely manner.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.

• Prepared reports on service performance metrics and key indicators for management review.
• Coordinated and monitored service activities to confirm work met all requirements.
• Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
• Managed a high volume of client requests, ensuring timely and effective service delivery.
• Managed and coordinated service teams to achieve successful completion of service projects.

• Improved customer satisfaction by promptly addressing and resolving technical issues.
• Streamlined help desk processes for increased efficiency and faster response times.
• Conducted regular reviews of support procedures to identify areas for improvement or optimization.
• Maintained detailed records of all help desk interactions, using them to identify trends and recurring issues for further investigation.
• Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
• Reduced downtime, diagnosing and troubleshooting hardware and software problems.

• Mentored junior team members, contributing to their professional development and overall team success.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.