BHAVNA GOTHWAL

• Operate as a key contributor to the team to set standard work, audit standard work, and improve standard work while problem solving and tracking MDI
• Provide feedback on employee and/or team performance to the supervisor and/or manager
• Manage team workload distribution and structure to ensure consistent good performance
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximise their performance
• Responsible for day-to-day functioning/administrative work including production floor management
• Performs other duties as assigned by manager
• Establish action plans for improvement
• Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures
• Created and maintained a comprehensive list of all Office 365 tenants, including email addresses, domains, and administrators
• Assisted other engineers on projects related to Office 365 when needed and assisted in designing solutions that meet business needs while adhering to Microsoft’s Infrastructure Best Practices.
• Helped resolve technical issues with Office 365 applications and services.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware.

• Install, modify, update and repair computer software in addition to completely new phone system rollout.

• Provide first point of contact support to end users with professionalism, timeliness and accuracy.

• Document all issues and create tickets.

• Escalate service questions to appropriate client representatives.

• Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
• Listened to customers' questions and concerns to provide answers or responses.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Proactively identified potential issues by analyzing trends in customer feedback, leading to improvements in product offerings and user experience.