Work Preference
Summary
Overview
Work History
Education
Skills
Websites
DECLARATION
CORE COMPETENCIES
PERSONAL DETAILS
Timeline
Generic
ANU KUMARI
Open To Work

ANU KUMARI

South Delhi

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Specialist | Service Desk LeadSenior Analyst | Service DeskExecutive – Relationship Management (Voice Process)Customer Service Advisor – Non-VoiceCustomer Service Representative – Voice

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: South Delhi, IndiaNeyveli, TNGurgaon, HRNoida, UPGhaziabad, UP
Open to relocation: Yes

Salary Range

70000/yr - 100000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave

Summary

Results-driven IT and service operations professional with over 3 years of experience in IT service desk and customer operations. Currently serving as a specialist at HCL Technologies, focusing on service desk operations, SLA adherence, and incident management. Demonstrated success in enhancing service quality, managing escalations, and fostering cross-functional collaboration. Aiming for a middle-level management position in IT service management or client services.

Overview

6
6
years of professional experience

Work History

Specialist | Service Desk Lead

HCL Technologies Ltd.
01.2024 - Current
  • Lead Major Incident Management activities for critical production issues
  • Identify, declare, and manage P1/P2 incidents based on impact and urgency
  • Coordinate incident bridges / war rooms with cross-functional technical teams
  • Perform incident triage, impact assessment, and prioritization
  • Act as a single point of contact for stakeholders, leadership, and clients
  • Ensure timely and accurate communication throughout the incident lifecycle
  • Monitor incident progress and ensure SLA/SLO adherence
  • Coordinate with Change, Problem, and Release Management teams
  • Document incident timelines, post-incident reports (PIRs), and RCA coordination
  • Drive continuous improvement through trend analysis and process enhancements
  • Maintain structured decision-making under high-pressure situations

Senior Analyst | Service Desk

HCL Technologies Ltd.
02.2023 - 01.2024
  • Acted as the first point of contact (L1) for IT-related issues and service requests
  • Logged, categorized, prioritized, and tracked tickets using ITSM tools
  • Performed initial diagnosis and troubleshooting of hardware, software, OS, and basic network issues
  • Resolved common incidents at first contact and escalated to L2/L3 teams when required
  • Followed ITIL Incident and Request Fulfilment processes
  • Ensured SLA compliance and timely updates to stakeholders and users
  • Supported user account, access, and password management
  • Maintained accurate ticket documentation and knowledge base updates
  • Communicated clearly and professionally with end users
  • Assisted in continuous service improvement through process adherence

Executive – Relationship Management (Voice Process)

Policybazaar
01.2023 - 02.2023
  • Managed key customer relationships, acting as a primary point of contact to ensure policy clarity, customer satisfaction, and long-term retention
  • Proactively addressed client concerns and inquiries, ensuring alignment with service policies and contractual expectations
  • Tracked, monitored, and analyzed KPIs related to client engagement, service effectiveness, and retention, using insights to drive continuous improvement
  • Conducted executive-level briefings and customer education sessions, clearly explaining policy usage, service benefits, and best practices
  • Coordinated closely with sales, operations, and support teams to deliver seamless, end-to-end client experiences
  • Supported account growth and relationship strengthening through structured communication, reporting, and follow-ups

Customer Service Advisor – Non-Voice

Concentrix Daksh Services Pvt. Ltd.
11.2020 - 11.2022
  • Handled email-based customer support for the ANZ region, ensuring timely, accurate, and policy-compliant responses to rider and driver queries
  • Resolved a wide range of service, payment, and operational issues while maintaining defined quality and turnaround time standards
  • Processed refunds, service fees, and quality-related complaints in accordance with internal guidelines and compliance requirements
  • Collaborated with cross-functional teams including Training, Quality, and Auditing to maintain service consistency and performance benchmarks
  • Assisted in process gap analysis by identifying recurring issues, documenting root causes, and contributing improvement suggestions
  • Supported operational improvements through feedback, documentation updates, and best-practice sharing
  • Provided cross-training and knowledge transfer to new joiners and existing team members to ensure smooth onboarding and process adherence

Customer Service Representative – Voice

Teleperformance DIBS
08.2020 - 10.2020
  • Managed high-volume outbound customer calls, delivering clear and professional communication while consistently meeting quality, productivity, and compliance benchmarks
  • Accurately updated and maintained CRM records, ensuring data integrity, proper documentation, and adherence to organizational and regulatory standards
  • Worked closely with middle management and cross-functional teams to support service improvement initiatives, process enhancements, and quality-driven action plans

Education

Master of Business Administration (MBA) - Human Resources Management

Manipal University
Jaipur
01-2025

Bachelor of Commerce (Honours) - Business Management

University of Delhi
01-2022

Intermediate - Commerce

01-2019

High School (HSC) - undefined

01-2017

Skills

Incident Logging, Categorization & Prioritization

Hardware Troubleshooting

Software & Application Support

Windows OS Support

User Account & Access Management

Remote Support Tools

Ticket Escalation Management

Windows OS (7/10/11) Troubleshooting

Hardware, Software & Email Support

Mobile Device Management (MDM)

ServiceNow (Incident, Major Incident, Change, Problem modules)

MS Word

PowerPoint

Advanced MS Excel

Splunk

Remote Desktop (RDP)

SCCM (Basic)

VPN Clients

Microsoft Teams (Incident Bridges)

Outlook

MS Excel (Incident tracking, reports)

Websites

DECLARATION

I hereby declare that the above information is true and correct to the best of my knowledge and belief. Anu Kumari

CORE COMPETENCIES

  • IT Service Management (ITSM)
  • ITIL Framework
  • P1 / P2 Incident Handling
  • Service Desk Operations
  • Incident & Major Incident Management (MIM)
  • SLA Management
  • Team & Shift Management
  • ServiceNow Ticketing
  • Client & Stakeholder Management
  • Process Improvement & Documentation
  • KPI Monitoring & Reporting
  • Escalation & Risk Handling
  • Training & Knowledge Transfer

PERSONAL DETAILS

  • Gender: Female
  • Marital Status: Unmarried
  • Nationality: Indian
  • Date of Birth: 24-12-2001

Timeline

Specialist | Service Desk Lead

HCL Technologies Ltd.
01.2024 - Current

Senior Analyst | Service Desk

HCL Technologies Ltd.
02.2023 - 01.2024

Executive – Relationship Management (Voice Process)

Policybazaar
01.2023 - 02.2023

Customer Service Advisor – Non-Voice

Concentrix Daksh Services Pvt. Ltd.
11.2020 - 11.2022

Customer Service Representative – Voice

Teleperformance DIBS
08.2020 - 10.2020

Master of Business Administration (MBA) - Human Resources Management

Manipal University

Bachelor of Commerce (Honours) - Business Management

University of Delhi

Intermediate - Commerce

High School (HSC) - undefined

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