Open to opportunities

Yasmeen Banu

@yasmeenbanu1

Agile Certified, ITIL Intermediate CSI & Service Operations, ISO 270001 certified professional with 16+ years of experience

India

Message

What I'm looking for

I seek a leadership role improving service quality and delivery through data-driven process improvements, compliance, cross-functional coaching, and measurable KPI uplift in a collaborative, client-focused environment.

I’m looking for IT Service Desk Manager, Quality Manager, Incident Manger roles, etc., Agile Certified, ITIL Intermediate CSI & Service Operations, ISO 270001 certified professional with 16+ years of experience in Service Delivery, Process Enhancement & Transition, Client Coordination, Project Management, Process Improvements, Stake holder management, etc., Proficient at planning and executing efficient business processes. Skilled at handling large operations with international clients. Hands on experience using six sigma tools, Agile, Design Thinking, quality tools, MS office, etc. Active member (5 six sigma and 5 agile) process improvement projects in collaboration with cross functional teams. Skilled at designing and deploying proactive control points to meet SLA’s, SLO’s and KPI’s on metrics like customer satisfaction, design & implement quality framework, first call resolution, handle time, cost benefit, cycle time, ASA, Abandon Rate, etc.;

Experience

Work history, roles, and key accomplishments

Manager, Global Quality

Tata Consultancy Services

Jun 2022 - Aug 2025 (3 years 2 months)

Led Global Quality & Delivery Excellence COE, managing quality frameworks and SLA/SLO governance across 50+ international IT service customers and improving CSAT/NPS through process improvements and KPI-driven controls.

Quality Management CSAT NPS Improvement Six Sigma ITIL Process Improvement Agile Root Cause Analysis

First Line Manager - Quality

Kyndryl India

Oct 2021 - Jun 2022 (8 months)

Managed Quality and Delivery Excellence, deploying QMS and ISO-aligned process controls, leading Six Sigma and Agile projects to optimize resources and improve operational metrics and compliance.

ISO 27001 Six Sigma Agile Data Privacy Root Cause Analysis Coaching

First Line Manager - Quality

IBM India

Jan 2017 - Oct 2021 (4 years 9 months)

Led quality and delivery excellence initiatives, drove Six Sigma and automation projects to improve AHT, FCR and CSAT, and enforced data privacy and operational controls across multiple portfolios.

Quality Assurance Six Sigma Automation Data Privacy CSAT Coaching performance reporting ServiceNow

Remote Support Specialist

IBM India

Feb 2015 - Dec 2016 (1 year 10 months)

Provided L2 remote support and incident management for enterprise users, troubleshooting VM/Linux/Windows/Citrix issues, handling IAM and Active Directory tasks, and delivering new-hire operational training.

Incident Management L2 Windows Linux Citrix Active Directory ServiceNow Troubleshooting

Senior Quality Advisor

Convergys India

Oct 2012 - Feb 2014 (1 year 4 months)

Monitored and evaluated customer interactions, conducted calibrations and coaching, and led training programs to improve transaction quality and operational efficiency across contact center teams.

Coaching Training Customer Service performance reporting Process Improvement

Quality Assurance Manager

Unknown

Managed quality and governance for 50+ international IT service desk customers across multiple industries, implementing QMS, KPI/SLA reporting, and process improvements that increased client satisfaction and acceptance.