Tata Consultancy Services

In my current role, I'm responsible for analyzing and designing comprehensive technology solutions that address specific business needs. Adding value to role by combining technical expertise, business acumen, and strong communication skills. Collaborating with cross functional teams and working as a team player is the key to winning customer trust and confidence.

Solutions Architect

HCL Technologies

As DWP Practitioner , my role requires research on future technologies/tools/offerings in space of Digital Work place. Shortlisting technology/product enterprises and channelize onboarding. Implementing & maturing the niche offerings in customer spaces. Proven track record in successfully delivering value /ROI to customers. Ability to use data to structure a narrative & translate boiling complex concepts into simple, relatable storylines. Have delivered tangible CX stories/projects. Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the product/service is performing on CX. Liaise with internal teams such as MarCom, product development, account management, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged. As the schedule permits I constantly retrain myself; staying abreast of new technology developments; attending workshops; and subscribing to training sites to stay latest on focus areas.

Techno Functional Consultant - Digital Workplace Practice

As a Service Deliver Manager , I've to maintain positive relationships with customers.
Identifying customer needs and overseeing service delivery within the business context i.e, Value for money services and prepositions to customers.
Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Managing finances and budgets & explore options/ways to reduce costs without sacrificing customer satisfaction.

Group Operation Manager

As Operations lead/Manager, my role required SLA/KPI management keeping close watch on Staff productivity. As lead, I was managing USD, GAM, RDS operations. Key roles were IT Operations, Transitions , Knowledge management, Talent grooming, Team Management , cost reduction, deliver value ideas & Service improvements initiatives

Unified Service Desk Lead/Manager

IBM Global Process Services

	One stop shop for all technical and non technical queries related to calls.
	“Floor walking” to share best practises and solve CSE’s queries.
	“Call coaching”   for new batches to boost there quality and to make them aware of compliances and call structure.
	SPOC (special point of contact) for new inductees in the team.
	Conducting team huddle for new joiners to ensure quality performance and to enhance their process knowledge
	Handling Customer Queries (Direct/Escalated).
	Auditing calls and providing feedback.
	Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members. 
	Provide real time support to the Tech Support Agents
	Support partner in achieving high customer satisfaction with limited need for repeat calls
	Taking technical escalations from agents where they are unable to resolve the issue at first point of contact
	Conduct technical product refresher training
	Encourage complete customer management and ownership
	Participate in calibration sessions with quality team and team leader to ensure best practice and key training areas are shared and acted on

Specialist

Focused, passionate and strategic professional, with diverse and accomplished experience of 18 years in Digital Workplace Practice, Service Excellence, Service Delivery, Transition and Transformation with Service Delivery Management

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