1. Career Objective:
To work with an exceptional leadership and team building projects in an
interactive environment where I can showcase my work, also help promote the
work of others, to educate one another, promote business standards, and further
enhance the overall work of my team.
Profile Summary:
 Total of 8 Years of Experience, in which 5 Years with IBM working on multiple
Accounts in Problem, Quality, Risk and change Management Team.
 Strong knowledge on Planning, Organizing, Monitoring Business Processes,
Managing and coordinating with diff aspects of Account(s) and with Account
Team(s).
 Motivating the team to achieve deliverables on time, maintain high quality
standards.
 Highly organized and efficient. Ability to prioritize/manage multiple tasks.
Professional Experience:
 Working with IBM – Mobility Client Care Services as a Quality Delivery
Analyst (Quality and Compliance Severity 1 and 2) from Dec 3rd , 2010 to
Till Date.
 Worked with HSBC (Internet Banking Compliant management System).
 Worked with SITEL (Was into Quality Assurance, Customer support and Collections).
Job Responsibilities in IBM:
• Client/Customer/Quality/Service/People Management.
• Forecasting and Planning.
• Work place security compliance.
• Manage the daily team activities in terms of Quality and Compliance run
smoothly.
• Quality check on service requests and incidents created.
• Scimming and routing procedures.
• Manage key business metrics like SLA's and SLO’s.
• Drive Continuous Improvement in the team along with metrics
improvement.
• Generate dashboard and scorecards for the Team for review.
SATISH KUMAR C R
QUALITY DELIVERY ANALYST
Xpressions333@gmail.co
m
MOBILE NO: 8686878712

2. • Performance management for the entire Team.
• Weekly Reviews to the Management on key deliverables.
• One-One with the team and scheduled Monthly Team meetings.
• Feedback and Coaching.
• Knowledge management for the team and quality control.
• Apply performance management strategies - action plans, BQ planning.
• Responsible for people/employee career development.
• Ownership, monitoring, tracking, and communication (monitoring the progress of the
resolution of the incident and keeping those who are affected by the incident up to
date with the status) and obtain guidance on priorities to the team’s starting the
immediate urgent unexpected recovery work.
• Maintain a general overview of the incident (keeping the focus on the restoration via a
workaround.
• Work with the Level II Technicians very closely to ensure that they are up to date with
all the Technical Knowledge required to resolve the Customer issues.
Job Responsibilities in HSBC:
• Quality Management.
• CMS (Complaint Management System)
• Handling Escalations of the customers from UAE, JORDON, OMAN,
BEHRAIN, QUATAR, UK and US.
• Recall of Money transfers done using wired transfers.
Certifications:
• ITIL V3 Certified.
• Cloud Foundation.
• Certified Quality Analyst.
Academic Qualification:
GRADUATION : B.COM ADVERTISING, SALES PROMOTION & SALES
MANAGEMENT FROM A.V COLLEGE OF ARTS
SCIENCE AND COMMERCE (2005).
Strengths:

3. • Excellent interpersonal Skills.
• Reliable under stress.
• Capable of taking responsibilities.
• Maintain good public relations.
Personal Profile:
Marital Status - Married.
Languages Known - English, Hindi and Telugu
Father’s Name - Mr. C. Ramachander
Permanent Address - H.no.244/c, Sanjeeva Reddy Nagar, HYD-500038.
Thanking you