Yoory Amarthya Selvam Kalaiselvam

Service Delivery Specialist

IBM

Petaling Jaya, Malaysia

07.2021 - Current

Act as a Control Center Agent, handling inbound post-sales client calls, ensuring timely and effective resolution of service-related issues.
Create and manage service tickets (PMRs/Cases) using tools such as Salesforce, OCPM, and MSD, assigning them to appropriate technical teams for resolution.
Send real-time alerts to field technicians to ensure service delivery is completed within the agreed Service Level Agreements (SLAs).
Coordinate logistical planning, ensuring the secure, safe, and timely delivery of spare parts to designated client locations.
Manage the support mailbox, ensuring all client queries and communications are acknowledged and resolved within defined turnaround times (TAT).
Support daily service delivery operations, maintaining compliance with operational metrics and company-defined quality standards.
Handle client escalations professionally and act as the shift-in-charge during weekends in the absence of designated supervisors.
Maintain strong client relationships through effective communication, quick issue resolution, and a customer-first mindset.
Collaborate with the operations team to identify and implement process improvements that drive efficiency and consistency in service delivery.
Contribute to business transformation initiatives under the guidance of senior team members, supporting continuous improvement goals.
Demonstrate flexibility in work schedules, supporting various shifts as required to maintain seamless service coverage.
Achieve key performance indicators (KPIs) such as high Client Satisfaction Scores (NPS), low Average Handling Time (AHT), and zero escalations.
Serve as a technical point of contact, working with clients, vendors, and internal teams to identify and resolve complex service or operational issues.
Perform administrative tasks to support IBM's local business operations, ensuring alignment with internal processes and best practices.