Navreen S.
Mid-Level Delivery Management Analyst
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Navreen S. is a seasoned Delivery Management Analyst with over eight years of experience at Unisys Global Services India, specializing in service delivery and client communication. With a proven capability in managing between 100 to 200 service tickets while ensuring SLA compliance and achieving a client satisfaction rate exceeding 90%, Navreen excels in stakeholder coordination and process improvement. Her role as an Analyst involved participating in Joint Application Design sessions to gather business requirements and acting as the liaison between business stakeholders and IT teams. Additionally, Navreen has been adept at identifying operational inefficiencies and recommending IT solutions that align with strategic goals. She has also ensured the timely resolution of escalation tickets and coordinated substantial field visits to maintain synchronization between engineer availability and customer needs. Navreen's experience spans across project coordination and resolving on-site service incidents, consistently maintaining high service standards under pressure.
Experience
Analyst Delivery Management
Unisys India Private Limited · 2023 — 2025Engaged in Joint Application Design (JAD) sessions to gather and articulate business requirements. Managed the creation and validation of use cases, business processes, and system specifications. Identified operational gaps and proposed IT solutions that align with strategic objectives. Facilitated communication between business stakeholders and IT teams, while documenting functional requirements and monitoring KPIs. Evaluated user stories and fine-tuned acceptance criteria, clarifying inter-module dependencies. Improved vendor coordination and issue resolution processes. Ensured adherence to requirements throughout the project lifecycle, supported defect prevention and enhancements, maintained SLA compliance above 90%, and updated global SLA and penalty dashboards.Service Delivery Coordinator
Unisys India Private Limited · 2023 — 2023Managed escalation tickets (Fusions) and coordinated over 50 field visits to customer locations, ensuring prompt resolution and alignment with engineer availability. Collaborated with customers to confirm engineer schedules and rescheduled appointments when necessary. Applied NPR (Note Poke Reschedule) procedures to document appointment changes accurately. Maintained robust customer communication during rescheduling to support satisfaction and minimize delays.Service Delivery Coordinator
Unisys India Private Limited · 2022 — 2022Oversaw the global incident queue to ensure precise ticket assignments based on engineer location and expertise. Monitored SLA metrics and initiated escalations promptly to mitigate breaches. Ensured compliance by diligently updating tickets and managing status. Utilized the Engineer Dashboard effectively for timely task allocation and accurate SLA tracking. Managed responsibilities within a 5-day SLA, ensuring proper documentation, coordinated SRM dispatch with GFOC for field alignment, updated global asset records, and generated daily SLA reports for SDMs.Service Delivery Coordinator
Unisys India Private Limited · 2017 — 2022Acted as the primary liaison between the delivery team and clients, ensuring effective communication and service alignment. Supervised the full lifecycle of 100-200 service tickets from initiation to resolution, ensuring on-time delivery and high levels of client satisfaction. Monitored and addressed on-site service issues, achieved SLA compliance, customer satisfaction, and maintained consistent service quality while under pressure. Collaborated closely with field engineers to address challenges and align priorities.Service Support Representative
Unisys India Private Limited · 2015 — 2017Recorded service tickets and assigned calls to engineers, while coordinating updates and part deliveries across various teams. Monitored the Service Console (Unilever) for open tickets to ensure compliance with SLAs and achieve timely resolutions. Maintained ongoing communication with field technicians and escalated delays as required. Compiled daily open call reports and monthly performance summaries, tracking 400-450 tickets per day to monitor progress and identify trends. Analyzed operational data to evaluate company performance and staff effectiveness, identifying areas for potential cost reduction or program improvement.Customer Support Associate
Mphasis · 2013 — 2014Performed outbound soft collection calls for credit card payments, ensuring adherence to compliance while adopting a customer-focused approach. Provided account updates and advised customers on available payment plans and options. Educated clients on the significance of timely payments to support their financial standing.Senior Customer Support Officer
STANDARD CHARTERED · 2010 — 2012Delivered high-quality customer service to priority banking clients, providing comprehensive service support for a variety of banking products and handling 30-40 calls daily. Addressed customer inquiries related to transactions, service requests, and product information. Assisted clients with online and SMS banking setup, offering guidance with logins and transaction processes. Promoted various banking products, including savings accounts, debit/credit cards, and personal loans, and arranged callbacks for prospective sales leads.
Skills & Expertise
Education
- Bachelors of Business AdministrationBharatesh College of Business Administration · 2006 — 2009
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