Experience

Entire Software

• Australia
• Software Development
• 100 - 200 Employee

• Account Manager/ Service Delivery/ Project Manager

  • Apr 2022 - Sep 2023

  Noida, Uttar Pradesh, India - Creating documents for the process improvement like Incident Management, Change management and problem Management. - Client services: Weekly and monthly reports on the pending issues and findings for the root causes. -Escalation management Service Desk - Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members - Evaluate and assess service delivery… Show more - Creating documents for the process improvement like Incident Management, Change management and problem Management. - Client services: Weekly and monthly reports on the pending issues and findings for the root causes. -Escalation management Service Desk - Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members - Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company - Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference - Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness - Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace - Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions - Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective. - Delivering the SLA, FCR, CSAT, ASA reports on weekly/monthly/Quarterly bases. Show less



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Service Delivery - Senior Specialist/ Sr. Team Lead

  • Apr 2021 - Apr 2022

  Noida, Uttar Pradesh, India Working on ServiceNow and Cherwell ITSM tool - - Worked on Case workflows, advanced work assignments, Service portal, and Inbound Email setup. - Customization and configuration of agent workspace to make it in sync with standard CSM UIs. - Performed configurations and customizations of Customer Service Management applications like Customer, Case, Product and Contracts. - Created Data import using script from excel sheets for foundation data setup. Service Desk -… Show more Working on ServiceNow and Cherwell ITSM tool - - Worked on Case workflows, advanced work assignments, Service portal, and Inbound Email setup. - Customization and configuration of agent workspace to make it in sync with standard CSM UIs. - Performed configurations and customizations of Customer Service Management applications like Customer, Case, Product and Contracts. - Created Data import using script from excel sheets for foundation data setup. Service Desk - Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members - Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company - Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference - Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness - Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace - Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions - Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective. - Delivering the SLA, FCR, CSAT, ASA reports on weekly/monthly/Quarterly bases. Show less



Freelance Consultants, New Delhi, Delhi

• ServiceNow Developer

  • Aug 2020 - Mar 2021

  Delhi, India • Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. • Created notifications based on user requirements and configured inbound email actions to create incidents or requests. • Strong skill set in the ServiceNow suite development including SOAP/integration and migrating configuration between various environments in ServiceNow using update sets. • Weekly and monthly meetings with Stakeholders, Users and Customers for… Show more • Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. • Created notifications based on user requirements and configured inbound email actions to create incidents or requests. • Strong skill set in the ServiceNow suite development including SOAP/integration and migrating configuration between various environments in ServiceNow using update sets. • Weekly and monthly meetings with Stakeholders, Users and Customers for gathering requirements to arrive at design solution. • Worked with reporting and configuring service level agreements (SLA's). • Manages data with Tables, the CMDB, Import Sets, and Update Sets. • Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users. • Strong knowledge of the server-side scripting Business rules and Script Includes. Show less



IndiGo (InterGlobe Aviation Ltd)

• India
• Airlines and Aviation
• 700 & Above Employee

• Process Improvement and training Management - Senior Analyst(Information Technology)

  • Jul 2018 - Jul 2020

  Gurgaon, Haryana, India Sr. Analyst- Executive (Team leader/Research Analyst/Planning/Training Management) Interglobe Aviation Limited July 2017 to July 2020 Responsibilities: Research/Training Improvement – Interactions/Calibrations with cross-functional teams to improve the CSAT (including new LOB’s/ functions) Providing solutions to the clients/customers for the reported incidents. Client engagement to understand the needs to effectively manage the business process. Monitoring on… Show more Sr. Analyst- Executive (Team leader/Research Analyst/Planning/Training Management) Interglobe Aviation Limited July 2017 to July 2020 Responsibilities: Research/Training Improvement – Interactions/Calibrations with cross-functional teams to improve the CSAT (including new LOB’s/ functions) Providing solutions to the clients/customers for the reported incidents. Client engagement to understand the needs to effectively manage the business process. Monitoring on regular basis for the training requirements with Stakeholders for training improvement. Responsible for making training improvisation in training modules, implementing new and improvised programs for better results. Also, building reports on the basis of the research & analysis to improve the business strategy. Responsible for the monthly, Quarterly, and Yearly reports for all the departments (MBR’s, QBR's & KPI) (platform: Microsoft Excel and Google Data Studio) IT Projects – - Planning for Adhoc projects as per the management requirement. - LMS (Learning management system): Creating trainings and contents. Defining structure for training and management of records as per the required. Audit for LMS training records. Giving training to different verticals on LMS. - Helping users in order to resolve the IT issue with LMS and if the issue is from backend, the raising a ticket and follow up with the development team for the solution in one go. Instructor Roster - Prepare instructor roster for the All verticals (SEP, First Aid, Communication, etc.) Planning Management - Planning of Training (PAN India) for IFS, Calendar/schedule preparation for trainings, coordinated with other verticals in-order for smooth process. Training Management: Preparing training calendars, maintaining training data (MIS) regarding results and next training schedules as per the DGCA guidelines Trainer: Giving Basic excel training to new hires and existing employees.

• Process improvement and Training Management - Analyst(Information Technology)

  • Jun 2017 - Jun 2018

  Gurugram, Haryana, India Analyst- Executive (Team leader/Research Analyst/Planning/Training Management) Interglobe Aviation Limited July 2017 to July 2018 Responsibilities: Research/Training Improvement – Client engagement to understand the needs to effectively manage the business process. Monitoring on regular basis for the training requirements with Stakeholders for training improvement. Responsible for making training improvisation in training modules… Show more Analyst- Executive (Team leader/Research Analyst/Planning/Training Management) Interglobe Aviation Limited July 2017 to July 2018 Responsibilities: Research/Training Improvement – Client engagement to understand the needs to effectively manage the business process. Monitoring on regular basis for the training requirements with Stakeholders for training improvement. Responsible for making training improvisation in training modules, implementing new and improvised programs for better results. Also, building reports on the basis of the research & analysis to improve the business strategy. IT Projects – - LMS (Learning management system): Creating trainings and contents. Defining structure for training and management of records as per the required. Audit for LMS training records. Giving training to different verticals on LMS. - Helping users in order to resolve the IT issue with LMS and if the issue is from backend, the raising a ticket and follow up with the development team for the solution in one go. Planning Management - Planning of Training (PAN India) for IFS, Calendar/schedule preparation for trainings, coordinated with other verticals in-order for smooth process. Training Management: Preparing training calendars, maintaining training data (MIS) regarding results and next training schedules as per the DGCA guidelines.



MattsenKumar LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Service Delivery - Team Lead/Shift Supervisor (Technical)

  • Jul 2016 - Jul 2017

  Gurgaon, Haryana, India Responsibilities: Resource management – staffing calculation, preparing incentives and revenue reports using excel Reporting and Dashboards on key business metrics, analyzing and interpreting trends, providing actionable insights using quality tools like Pareto analysis and histogram. Quantitative and Qualitative analysis of business data. Understanding customer needs and experience, sharing product inputs to technical team Preparing QBR’s presentations (MS-power point) and… Show more Responsibilities: Resource management – staffing calculation, preparing incentives and revenue reports using excel Reporting and Dashboards on key business metrics, analyzing and interpreting trends, providing actionable insights using quality tools like Pareto analysis and histogram. Quantitative and Qualitative analysis of business data. Understanding customer needs and experience, sharing product inputs to technical team Preparing QBR’s presentations (MS-power point) and presenting to client through webex Preparing QA forms for the new & existing LOB’s Delivering insights and trend observations to client Trainer: Giving corporate training (Technical) to new hire batches

• Quality Assurance Lead

  • Apr 2015 - Jun 2016

  Gurugram, Haryana, India Responsibilities: Reporting and Dashboards on key business metrics, analyzing and interpreting trends, providing actionable insights using quality tools like Pareto analysis and histogram. Quantitative and Qualitative analysis of business data. Understanding customer needs and experience, sharing product inputs to technical team Preparing QBR’s presentations (MS-power point) and presenting to client through webex Preparing QA forms for the new & existing… Show more Responsibilities: Reporting and Dashboards on key business metrics, analyzing and interpreting trends, providing actionable insights using quality tools like Pareto analysis and histogram. Quantitative and Qualitative analysis of business data. Understanding customer needs and experience, sharing product inputs to technical team Preparing QBR’s presentations (MS-power point) and presenting to client through webex Preparing QA forms for the new & existing LOB’s Delivering insights and trend observations to client.



HyperQuality, Inc.- An Avaya Company

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Quality Assurance Lead

  • Apr 2011 - Mar 2015

  Gurugram, Haryana, India Responsibilities: Worked on different projects based on the client annual goals like AHT, FCR, customer services, and technical issues workflows. Calibrating with the client on IT issues with the IT team to resolve the IT issues. Also, conducting meetings with client teams for the new software implementations. Giving process training to new hires Handling calibration with client and vendors Taking care of process quality Preparing reports using excels… Show more Responsibilities: Worked on different projects based on the client annual goals like AHT, FCR, customer services, and technical issues workflows. Calibrating with the client on IT issues with the IT team to resolve the IT issues. Also, conducting meetings with client teams for the new software implementations. Giving process training to new hires Handling calibration with client and vendors Taking care of process quality Preparing reports using excels and PowerPoint presentations Resolving client escalations

• Quality Analyst

  • Apr 2008 - Mar 2011

  Gurugram, Haryana, India As a Quality Analyst my work was to make sure that all tech agents in team were taking their calls in correct pattern following all quality guidelines and also are following the correct troubleshooting steps to resolve the customers query. This role also demanded to give occasional training to a batch of non performing agents.



Groovy Communications India Pvt Ltd

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Business development executive

  • Jan 2007 - Apr 2008

  As a BDE my main job role was to analyze the needs and requirements of different corporate clients and based on their requirements I used to give different product specific presentations and tender quotes. Other part of my work was to successfully conduct different events that HP organizes within India.



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Technical support

  • Jan 2006 - Dec 2006

  My role here was to give technical support to different B2B clients for their computer related issues. Worked with different processes within this span in HCL Technologies.