Kalarani Jackson
Project Manager
Surprise,AZ
Summary
Service management professional with solid background in overseeing service desk functions and optimizing support processes. Valued for driving team collaboration and consistently achieving service targets. Known for adaptability, reliability, and effective communication skills. Extensive experience and knowledge of the Customer Service and Service Desk in Life Science, Telecommunication, Government & Trading industry. Proven ability to plan and prioritize tasks to efficiently manage complex deadline-driven projects and assignments. Consistent achievement of departmental objectives and goals. Development and implementation of several procedures and systems to maximize operating efficiency. Excellent analytical skills evident in detailed diagnostic reports of performance data. Maintaining the departmental operating expenses within the budget. A reputation as a results-orientated, hands-on individual with superior organizational skills. Extensive experience in using BMC ITSM and ServiceNow.
Diligent Manager with proven track record in managing service desk operations. Successfully coordinated team efforts to enhance service efficiency and resolve complex technical issues. Demonstrated expertise in team leadership and problem-solving.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Manager
Louis Dreyfus Company
04.2017 - 12.2017
- Implemented new training programs for service desk team members resulting in a 20% increase in first call resolution rates and a 15% decrease in escalations.
- Led a team of engineers to successfully migrate more than 1000 users to a new communication platform, reducing telecommunication expenses by 30%.
- Developed and implemented preventative maintenance procedures, resulting in an average of 10 fewer incidents per month and improving SLA compliance by 25%.
- Streamlined the ASIA Service Desk by centralizing it in two phases, resulting in a 20% reduction in response time and a 15% increase in customer satisfaction.
- Implemented the Global Chat Function for Service Desk Level 1 Project, resulting in a 30% decrease of incoming phone calls and an improvement of first-call resolution rate from 75% to 90%.
- Developed and launched the Global Knowledge Base on SharePoint Site, enabling self-service for customers and reducing ticket volume by 25%
- Streamlined phone/ticket escalation processes resulting in a 30% reduction in average resolution time for urgent and complicated requests, while maintaining excellent customer satisfaction ratings.
- Successfully reduced mobile costs and data feeds by 20%, through proactive monitoring and management of telecommunication expenses.
- Led efforts to improve service desk operations by developing strategies for process improvement, documenting procedures, conducting regular training sessions for team members, and analyzing statistics and trends for continuous improvement. As a result, achieved a 15% increase in SLA compliance and a 10% increase in customer satisfaction ratings year over year.
- Led service desk team to ensure high-quality support and timely resolution of IT issues.
- Developed and implemented service desk processes to enhance operational efficiency and user satisfaction.
Project Manager
Abbott Laboratories
08.2014 - 09.2015
- Spearheaded the implementation of Password Manager for additional application targets, resulting in a 30% increase in password-related issue resolution within the Service Desk.
- Collaborated with Application Teams to develop Knowledge Articles for Service Desk Support, resulting in a 25% decrease in time spent on resolving Tier 1 issues.
- Coordinated with partners to support continuous improvement of ITSM BMC data, forms and knowledge such as fixing structural error, removing duplicate errors, orphaned CIs and incorrect or unneeded relationships, and close focus on First Level Resolution, leading to an overall improvement of First Contact Resolution by 15%.
- Spearheaded a successful execution of the Phase 1 of RKM (Remedy Knowledge Management Project), resulting in a streamlined and efficient knowledge base for top 10 products with an accuracy rate of 95%.
- Collaborated with cross-functional teams to clean up the ITSM Assignment rules, leading to a decrease of user complaints by 40% and improving first-call resolution (FCR) rate by 20%.
- Proactively monitored and resolved incidents/service requests, ensuring SLAs/OLAs were consistently met with an average resolution time of less than 2 hours. Improved customer satisfaction ratings by 15% through timely communication and quick issue resolution.
- Streamlined the Project Spring operating model change for Abbott Application development and support by coordinating efforts with the Application Team, resulting in a 30% increase in project profitability.
- Spearheaded the addition and update of application knowledge to our knowledge base by working closely with the ADM team, resulting in an increase of first-level resolution by 40%.
- Collaborated with all the Service Desk Supervisors Globally on a daily basis to ensure all SLA/OLAs were met, resulting in a 75% improvement of customer satisfaction levels.
- Led cross-functional teams to ensure project milestones were met efficiently.
- Developed and implemented project plans to streamline operations and enhance productivity.
Global Desk Supervisor
Abbott Laboratories
05.2011 - 12.2013
- Spearheaded cross-divisional evaluation of new technology solutions, resulting in the implementation of a chatbot system that reduced Service Desk ticket volume by 30% and increased productivity by 20%.
- Provided leadership and guidance to team members, resulting in a 95% customer satisfaction rating and a decrease in ticket resolution time from three days to less than one day.
- Implemented an ITIL-based incident management process for the Service Desk, resulting in a decrease of high-priority incident resolution time from six hours to two hours. Improved metrics tracking led to SLA compliance rate improvement from 85% to 95%.
- Deployed and optimized, Managed the Service Desk for Asia Pacific, providing 24/7 support in English, Mandarin, and Korean to over 20,000 users across Singapore, Japan, China and India.
- Spearheaded the integration of Asia Pacific into the global Service Desk environment with a seamless transition within two months and a significant reduction in service disruptions.
- Created and launched a dedicated Web Portal / SharePoint Website for the Service Desk team in Asia Pacific to streamline incident management by 30% through centralized documentation access.
- Coordinated efforts to restore IT services during P1 incidents, focusing on quickly resolving issues to minimize business impact globally. It involves triaging incidents, delegating tasks, managing communication with stakeholders, identifying root cause to prevent recurrence.
- Led cross-divisional evaluation of new technology solutions and strategies, resulting in the adoption of a new incident management system that increased service desk efficiency by 30%.
- Supervised and provided leadership to a team of 15 members in Asia Pacific, conducting annual PEx reviews and growth planning for each team member resulting in a 90% employee retention rate.
- Redesigned service desk processes, resulting in a decrease of incident resolution time by 50% and an increase in customer satisfaction ratings from 78% to 92%.
- Lead report writing of progress reports and final reports for submission and analysis and Scrutinized data sets and customer feedback resulting in increase of customer satisfaction.
- Supervised daily operations, ensuring adherence to company protocols and safety standards.
- Trained and mentored staff, enhancing team performance and operational efficiency.
Service Desk Operation Lead
CSC (Computer Science Corporations)
01.2008 - 01.2011
- Lead, supervise, manage, coordinate, and assist the activities of Service Desk Engineers to ensure a high level of customer satisfaction and project’s profitability.
- Conduct training and development for personnel
- Provide leadership, direction and guidance to employees in achieving the projects and department’s goals and objectives
- Handle all operational aspects of the Service Desk Project and ensure smooth implementation of operations plans
- Assure compliance of Project’s policies and procedures; ensure team has complete understanding of processes and procedures.
- Conduct employee reviews and set appropriate goals in designated timeframes.
- Provide resolution to customers’ feedback/complaints and follow-up with appropriate resolutions
- Conduct Voice of Customer Surveys and identify improvement opportunities.
- Perform other duties as assigned by Manager such as Produce daily/weekly/monthly Reports and Budgeting.
- Conduct team building activities
- Aid in the development and maintenance of the sales catalogues and related Service Level Agreement components. Produce monthly and ad-hoc metrics reports. Conduct market research and collect information on upcoming trends, solutions and latest IT news from newspapers, journals, magazines and etc. Assist in coordinating events.
- Continue with the Helpdesk Engineer duties and Assist Service Desk Lead with reports and supervise the operations.
- Provide 1st and 2nd level supports (Troubleshooting) for users via telephone, email and chat.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
Project Manager Professional (PMP) - Project Management
PMI
Singapore07-2013
Bachelor of Arts - Business Management
University of Greenwich
Singapore06.2011
Advanced Diploma - Business
Raffles College
Singapore09.2009
Diploma - Computer Studies (Networking)
Informatics
Singapore12.2000
Skills
- Software: HTML, XML, Java Script, VB, CSS
- Languages Spoken: Fluent English and Tamil and Basic Mandarin and Malay
- Hard Skill Sets: Windows Operating Systems, ITSM, BMC, SERVICENOW, Reporting Tools (Microsoft Office, Microsoft Power BI, SAP, Oracle, Tableau), MS Project, Remote Tools (Team Viewer, Microsoft Teams, RDP), Cisco, Avaya, Scribe, VPN, Workforce Management, MS Office, Password Admin
- Soft Skills: Solid customer service and administrative experience Exceptional versatility and adaptability Dedication and drive as a hard-working individual Ability to manage multiple tasks in a pressured environment Compassionate communicator and Ability to connect with diverse individuals on an emotional level due to my extensive travelling for job across Asia Pacific and US Analytical Thinking and excellent Team Management
- Service level management
- Incident management
- ITIL framework
- Escalation management
Certification
- Awards: 2001 to 2003 – Received Multiple Excellent Service Recommendations, 2010-5 years Long Service Award, 2012 - Abbott Excellence Awards (Gold Award) Level 2, 2013 - Abbott Excellence Awards (Gold Award) Level 1
- Other Certifications / Courses:
- Knowledge Management Foundations: KCS Principles Certification (2015)
- Problem Management Professional Certification (2014)
- HDI Support Center Manager Certification (2013)
- ITIL Foundation in IT Service Management (V3) Certification (2012)
- Help Desk Analyst (Conducted in HP)
- Effective Managerial Skills (Conducted in CSC)
- Emotional Intelligence at Work (Conducted in CSC)
- Fundamentals of Exceptional Customer Service (CSC)
- Six Sigma Awareness (Online in CSC)
- Motivate & Recognize Employees (Online in CSC)
- Complete Introduction to Business Data Analysis (Online 2020)
- ServiceNow CSA Certifications (In-Progress)
LANGUAGES
English
Native or Bilingual
Tamil
Native or Bilingual
Chinese (Mandarin)
Elementary
Malay
Elementary
Timeline
Service Desk Manager
Louis Dreyfus Company
04.2017 - 12.2017
Project Manager
Abbott Laboratories
08.2014 - 09.2015
Global Desk Supervisor
Abbott Laboratories
05.2011 - 12.2013
Service Desk Operation Lead
CSC (Computer Science Corporations)
01.2008 - 01.2011
Advanced Diploma - Business
Raffles College
Diploma - Computer Studies (Networking)
Informatics
Project Manager Professional (PMP) - Project Management
PMI
Bachelor of Arts - Business Management
University of Greenwich