Divyansh Pandey
Team Leader
Gurugram
Summary
Tech Support professional working for a US Healthcare Software support. Working for L2 support for the integration issues of the SAAS application.
2 years of experience as a Team Lead and 3+ years of experience as a Quality Assurance Analyst with Accenture.
Motivated to consistently work in a growing and learning environment to continuously enhance the tech skills and learn new skills for boosting efficiency.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Senior Analyst Product Support
Rayden Interactive
09.2023 - Current
- Managing over 20 support requests including chats, telephone, e-mail and client portal.
- Managing high-tiered client expectations through calls, collaboration with senior client managers and timely internal escalation.
- Collecting information about all reported issues and escalate through JIRA, when required.
- Resolving 20+ tickets weekly, on Salesforce by reporting technical bugs, performing manual testing and/or product configuration requests for clients via troubleshooting.
- Investigating internal databases using SQL and Sumo Logic queries to troubleshoot technical issues for high tiered clients.
- Identified and resolved problems through root cause analysis and research.
Team Leader
Accenture
03.2022 - 08.2023
- Mentored and guided a team of 20+ employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing 100% compliance with company procedures relating to absenteeism.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Quality Assurance Analyst
Accenture
02.2019 - 04.2022
- Fixed identified issues to increase productivity and boost workflows.
- Created and achieved product quality objectives and met product support guidelines.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Audited agent interactions, as per guidelines, policy, service level agreements, and regulatory requirements.
- Leverage internal tools and processes to track and report status to clients and stakeholders.
- Sharing documented feedback on critical parameters of quality with agents and finding root cause analysis of DSAT for customer satisfaction.
- Conducting weekly quality team sessions for continuous improvement.
- Inspired teams to achieve or exceed goals through regular motivation and facilitating team-building activities.
- Take end-to-end ownership to collaborate with the clients and the operations partners to ensure identified issues are addressed and the improvement is sustained.
Customer Support Specialist
Accenture
01.2017 - 01.2019
- Responded to customer calls, chats and emails to answer questions about products and services.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Utilized Google Cases 2.0 and Salesforce Lightning to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Desktop Support Engineer
RPS Convent Public School
04.2015 - 09.2016
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for school laboratory.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new workstations.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Implementation / Management of Windows operating system: Windows 7 and above.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
Senior Technical Support Officer
Convergys
06.2012 - 01.2014
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to 40+ customer inquiries and provided technical assistance over phone and in person.
- Handled chats and inbound calls to help them with technical issues related to their internet connection.
- Worked on Upgrading Software of customer devices online using RDP tools.
- Installation, troubleshooting and configuring of network devices and network connections.
- Performed remote configuration of devices.
Education
Bachelor of Computer Applications - Computer Science
Integral University
Lucknow 03.2009 - 04.2012
Skills
Technical Understanding
Knowledge of Business Operations
Performance Monitoring
Client Management
Stakeholder Communication
Salesforce Lightning
Azure Fundamental (AZ 900)
SLA/LA Management
Shrinkage Management
Quality and Insight
Incident Management
US Healthcare
Integration
Certification
AZ 900
Timeline
Senior Analyst Product Support
Rayden Interactive
09.2023 - Current
AZ 900
12-2022
Team Leader
Accenture
03.2022 - 08.2023
Quality Assurance Analyst
Accenture
02.2019 - 04.2022
Customer Support Specialist
Accenture
01.2017 - 01.2019
Desktop Support Engineer
RPS Convent Public School
04.2015 - 09.2016
Senior Technical Support Officer
Convergys
06.2012 - 01.2014
Bachelor of Computer Applications - Computer Science
Integral University
03.2009 - 04.2012