BG Rajlaxmi
Specialist-Global Field Services
Bhubaneswar
Summary
Dedicated and Result Driven Specialist-Global Field Services (presently) with 3 years of experience in handling and planning the project and presenting them with practical business solutions. Accomplished Sr.Help desk Analyst with 1.3 years of experience resolving trouble tickets by aligning suitable techs onsite then got promoted to Field service Team as Project Coordinator,Seeking to improve service massively at AvasoTech Pvt Ltd.
2 years of experience in customer service and support specialist by troubleshooting quires and customer satisfaction. Excellent track record in providing excellent support service in Tech-Mahindra Pvt Ltd and IGS Pvt Ltd for Flip-kart, Employee of the month for Oct 2018(Tech M) for receiving a excellent support satisfaction rate during BBD.”
Overview
6
6
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Project Coordinator
AvasoTech
Mohali
06.2021 - Current
- Analyzed project data to identify trends and provide insights to stakeholders.
- Worked with project owners to obtain resources and services needed to complete projects.
- Developed project budgets and tracked expenditures to ensure projects stayed within budget.
- Clustering and made hub locations on MAP to align engineers.
- Developed and maintained project plans, schedules, and task lists to ensure timely completion of projects.
- Worked on server,network and desktop, wi-fi survey based projects.
- Share coverage to AMC projects with the help of MAP(contains global engineer data).
- Coordinated and facilitated communication between cross-functional teams to ensure alignment on project objectives.
- Developed and implemented processes and procedures to ensure compliance with project standards.
- Use Agile method to plan and execute the project.
- Monitored project performance, taking corrective action when necessary to ensure successful project completion.
- Negotiated project deliverables and deadlines with internal and external stakeholders.
- Maintained relationships with key stakeholders to ensure project success.
- Worked for customers like-NTTD,HCL,Wipro ,Cephied,Caterpillar ,DuPont,Corteva,P&G,Novo Nor disk etc.
- Promoted to Specialist-Global Field Services on 1st Aug 2023
Sr.Service Desk Analyst
AvasoTech
Mohali
04.2019 - 06.2021
- Managed the front desk operations, ensuring that all inquiries were addressed with SLA and efficient manner.
- Received tickets on ticketing tool-ITSM and SNOW. Worked on both tool.
- Review the project requirement and find the suitable engineer based on that.
- Share the task details to Engineer, take his availability on customer schedule and share the complete tech details to customer for onsite support. Provide L2/L3 support where required.
- Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards.
- Trained new employees on front-desk operations and procedures.
- Created and maintained front-desk procedures and other documents like daily occurring ticket with customer details on excel.
- Rewarded with NTTD customer appreciation.
- Achieved Best performer on 2019 from NTTD support project.
Customer Service Executive
Tech Mahindra
Chandigarh
08.2018 - 03.2019
- Handled 100+ calls in a day, resolve and acknowledge customer. Given the depth of my process knowledge, majority of escalations are channelized to me for prompt resolution.
- Handled knowledge transfer and training sessions to train new hires and being their buddy to guide them on the job.
- Resolved customer complaints in a timely and effective manner, resulting in a 98% customer satisfaction score.
- Developed customer service scripts and procedures that improved customer service consistency and quality.
Flipkart Fulfilment Process-seller Support
IGS
Bengaluru
11.2017 - 04.2018
- Onboard new sellers by acknowledging them the process from listing product to live on flip kart portal.
- Handled 20-30 calls a day and resolve the issues of seller with in SLA.
- Created detailed process documentation and script for all respective issues, resulting in 60-70 % decrease in support inquiries.
- Received many appreciation from sellers to trainee them nicely about this platform.
- Gave knowledge on how to send their product to nearest hub for product packing and further delivery process.
Education
Bachelor of Technology - Computer Science
BIET,Bhadrak
Bhadrak 08.2012 - 05.2016
12th - PCM
K.V AFS Jaisalmer, Rajasthan
Jaisalmer 04.2011 - 03.2012
10th -
K.V. AFS TKD,New Delhi
New Delhi 04.2010 - 03.2011
Skills
Microsoft Excel
undefinedAffiliations
- Appreciated by NTTD customer on 2019,for performing and run the project smoothly.
- Employee of the month for Oct 2018(Tech M) for receiving a excellent support satisfaction rate during BBD.”
Timeline
Project Coordinator
AvasoTech
06.2021 - Current
Sr.Service Desk Analyst
AvasoTech
04.2019 - 06.2021
Customer Service Executive
Tech Mahindra
08.2018 - 03.2019
Flipkart Fulfilment Process-seller Support
IGS
11.2017 - 04.2018
Bachelor of Technology - Computer Science
BIET,Bhadrak
08.2012 - 05.2016
12th - PCM
K.V AFS Jaisalmer, Rajasthan
04.2011 - 03.2012
10th -
K.V. AFS TKD,New Delhi
04.2010 - 03.2011
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