SUMMARY:

• Superior communication skills, both verbal and written, with great interpersonal skills
• Customer - focused and solution-oriented demeanor
• Advanced ability to work in a fast-paced, high volume environment and solve problems quickly and effectively

TECHNICAL SKILLS:

Microsoft Office: Excel, Outlook, and Word

Internet Explorer Safari, Google Chrome, Firefox

MAC, Apple: Windows XP, Vista, 7, 8, Remedy, People Soft, Service Now, SAP

PROFESSIONAL EXPERIENCE:

Confidential 

Incident Manager

• Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
• Manages the team in his/her respective shift.
• Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
• Ensure proper shift handover to the next shift.
• Liaise with the Critical Incident Management Process Owner and Chair Process Review Meetings.
• Coordination and management during major incidents.
• Production and maintenance of the major incident communication plan.
• Facilitating the production and maintenance of the major incident restoration plan.
• Production of major incident progress updates.
• Participation in major incident reviews.
• Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
• Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
• Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
• Assisting third party vendor who comes for on-site Break fix support
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Managing root cause analysis between technical teams.
• Production of statistics and trend reports to demonstrate performance of the Problem Management process
• Knowledgeable in ITIL concepts Incident Management, Problem Management etc. .
• Worked in high pressure work environment and ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup.
• Excellent Verbal and written Communication skills.
• Hands on experience with the following.
• Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
• Incident, Problem and change life cycle process
• Any ITSM tool e.g.: Remedy, Service Now etc.

Confidential

Incident Manager / Service Delivery

• Ensures all partner-related calls meet Service Level Agreements (SLAs) as specified in the customer contract.
• Identifies Subcontracting-related incidents that require involvement of Subject Matter Experts, Service Management and/or Senior Management and facilitates resolution
• Integrate ITIL concepts into everyday job functions
• Ensures that Call Center Agents dispatch the correct partner in a timely manner and proper follow-up times are set
• Works closely with the Call Center management team to advise of contracts that require special attention; recommends coaching advice for Call Center Agents; and corrects any contract notes that will prevent possible points of failure
• Identifies incidents that may be handled by a local office or Logistics and communicates with Field Service Managers and Regional Service Directors for best course of action
• Monitor and measure incident service metrics and ongoing communications throughout the lifecycle of subcontracted incidents.
• Coordinate and document all communications between SMS, Client, and Subcontractor
• Evaluate and report on partner performance and recommend corrective action as needed
• Participate in the Root Cause Analysis process where Partner involvement is indicated
• When there are no active Partner issues to attend to, the Global Resources Specialist will work on special projects as assigned by the ASM of the International Warehouse, including but not limited to:
• Assist in research as needed for recruiting and on boarding of new Partners
• Assist in development of a Partner Relations Best Practices Policy
• Assist with various projects, such as defining, creating, revising and implementing various Partner processes.

Confidential

Service Desk Agent

•  I am required to drive these service calls to a resolution (i.e. service is restored for the customer) using engineering staff, escalations, and dispatch of parts and/or resources where necessary, within SLA (Service Level Agreement) time frames.
• Opens and manages service calls, facilitates the transfer of calls between operational units, is the internal and external communication point for matters relating to service calls, manages escalations, customers’ expectations, and engineer interactions.
• Identify a resolution or course of action with engineer, vendor and/or customer.
• Performs other duties as required and assigned.
• Service Desk Agent (SDA) possesses troubleshooting skills with the ability to work through problems, scenarios, etc.
• Conflict management and relationship building skills.
•  And are able to work with others and steer others to reach an agreed conclusion.

Confidential

Technical Customer Service Representative III

• Under general supervision, provided day-to-day account servicing and resolution of routine to moderately complex inquiries and operational requests for accounts and clients. Identified and resolved root causes through research and analysis to provide solutions to basic and moderately complex requests in a timely manner with error free quality.
• Responsible for account management (based on client requests received) including: handling escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution.
• Utilized knowledge and expertise to drive results within the established framework of defined processes to resolve client’s requests.
• Interacted continuously and deepened relationships with internal business partners as well as clients to further enhance client delight/satisfaction.
• Maintained high standards on internal operational and financial controls to ensure risk mitigation, protecting the client and the Bank. Had to drive for results and demonstrate ownership of all processes to enhance client delight/Satisfaction.

Confidential

Phone Banker

• Handling customer inquiries about account information
• Troubleshooting any escalated account issues or problems
• Responding to clients about their interest on loans
• Cross-selling various bank products and services

Confidential

Customer Help Desk

• Answer customer questions regarding our products pricing, availability, and lead times
• Resolve customer issues and create cases regarding account issues; involving price / billing discrepancies and shipping errors
• Required to wear multiple hats and further enhanced organization, prioritization, and problem solving skills
• Place orders that are received via phone, email, and fax
• Provide sales representatives with essential tools they use to perform duties
• Processing new account forms, inventory reports, up to date discount / pricing matrix, filling internal orders, and creating pricing quotes for their clients
• Troubleshooting product problems / issues with customers
• Relays to supplier if product issue is beyond the basic problem

Confidential

Senior Service Professional

• Sell various types of insurance policies to businesses and individuals on behalf of insurance companies, including automobile, and property insurance
• Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage,
• Sell on policy holders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries
• Seed out new clients and develop clientele by networking to find new customers and generate lists of prospective clients
• Confer with customers by telephone or in person to provide information about products and services, to take or enter order, cancel accounts, or to obtain details of inquiries, complaints, and comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolve customers’ problems, refer unresolved customer grievances to designated department

Confidential

Help Desk / Technician

• Operate telephone switchboard to answer, screen and forward calls
• Hear and resolve complaints from customers
• Provide information and take messages
• Perform administrative support tasks
• File and maintain records
• Collect, sort, distribute and prepare mail, receive payment and record receipts messages for services
• Process and prepare memos, correspondence, travel vouchers, or other documents
• Conduct chemical analysis of body fluids
• Analyzing laboratory findings to check the accuracy of the results