Karen Dias
London,WKO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Service Business Manager - Global Hybrid IT
Fujitsu Limited
04.2023 - Current
- Achieved 25% reduction in billing errors through streamlined processes, reducing cycle time by 20% while maintaining 95% accuracy in billing records
- Improved forecast accuracy by 15% through implementation of forecasting models, resulting in 10% reduction in operational expenses
- Reduced discrepancies and late payments by 40% through structured Purchase Order (PO) tracking system, improving tracking accuracy by 90%
- Increased operational efficiency by 25% through process automation and optimization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Customer Success Manager (Internal Title: Service Operations Manager)
Fujitsu Asia-Pacific
04.2021 - 04.2023
- Identified and implemented initiatives resulting in 50% margin improvement within first eight months of tenure, showcasing strategic acumen
- Improved reporting accuracy and timeliness by 25% through implementation of digital checklist app from paper-based checklists, resulting in enhanced efficiency and service delivery performance
- Developed and executed revenue growth strategies resulting in remarkable 20% increase in revenue across different accounts within first year of tenure, culminating in these accounts emerging as top revenue generators
- Established and documented new service for government customer facilitated onsite at 90 courts across New Zealand and organized trial run at all major courts prior to go-live
- Played pivotal role in reducing operational costs by optimizing resource allocation and streamlining workflows, resulting in 15% reduction in operational expenses over course of one year.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
- Created and maintained comprehensive customer success documentation for internal and external use
- Established strong relationships with key customers, resulting in increased customer loyalty
Service Delivery Graduate
Fujitsu Asia-Pacific
07.2020 - 04.2021
- Directed successful conversion of Kitchen Video System Conversion Project for six McDonald's Restaurants, showcasing consistent delivery of complex projects on time and within budget
- Led installation of two large projects: the order confirmation screens with tap & go systems and the NCR tidy-up project for drive-thrus across 130 restaurants, demonstrating effective cross-functional teamwork and project leadership.
Service Desk Analyst / Team Leader (Secondment)
Fujitsu Asia-Pacific
07.2020 - 04.2021
- Maintained high level of performance as SDA, handling average of 40 to 41 calls per day with average duration of 3.02 to 3.32 minutes, including peak of 234 emails in a single day
- Demonstrated exceptional commitment by achieving zero variances in breaks and login times throughout April 2018, showcasing dedication
- Resolved 95% of escalated technical issues within SLA targets, leading to notable improvement in service delivery metrics
- Managed service desk operations during the absence of a team leader, ensuring uninterrupted service delivery and achieving customer satisfaction rate of over 90%
- Led team of service desk agents to achieve 30% improvement in first call resolution rates, enhancing overall efficiency and customer experience.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
Education
Bachelor of Science - Computer Science
The University of Auckland
Auckland, AUK09.2017
Bachelor of Science - Management Information Systems
The University of Auckland
Auckland, AUK09.2017
Skills
- IT Service Management
- Project Management
- Technical Troubleshooting
- Data Analysis
- ServiceNow
- Client Relations
- Customer Account Management
- Strategic Planning
- Report Analysis
- Customer Relationship Building
- Customer Service
- Account Management
Websites
Other
IT Service Management, Project Management, Technical Troubleshooting, Data Analysis, ServiceNow, Microsoft Excel, Certified SAFe 5 & 6 Practitioner, Certified SAFe 5 & 6 Agilist, English (native), German (beginner), French (intermediate), Spanish (beginner)
Languages
English
Native or Bilingual
French
Limited Working
German
Elementary
Spanish
Elementary
Timeline
Service Business Manager - Global Hybrid IT
Fujitsu Limited
04.2023 - Current
Customer Success Manager (Internal Title: Service Operations Manager)
Fujitsu Asia-Pacific
04.2021 - 04.2023
Service Delivery Graduate
Fujitsu Asia-Pacific
07.2020 - 04.2021
Service Desk Analyst / Team Leader (Secondment)
Fujitsu Asia-Pacific
07.2020 - 04.2021
Bachelor of Science - Computer Science
The University of Auckland
Bachelor of Science - Management Information Systems
The University of Auckland
Similar Profiles
ARJUN SINGH BISHTARJUN SINGH BISHT
Systems Engineer at Fujitsu LimitedSystems Engineer at Fujitsu Limited
Harshada ThigaleHarshada Thigale
Assistant Technical Service Engineer at Fujitsu Consulting India Private LimitedAssistant Technical Service Engineer at Fujitsu Consulting India Private Limited
PRIYANKA ETANEPRIYANKA ETANE
Assistant Technical Service Engineer at Fujitsu Consulting India Pvt. LtdAssistant Technical Service Engineer at Fujitsu Consulting India Pvt. Ltd