DEEPSHIKHA RAI
New Delhi
Summary
Results-driven professional with over 7 years of experience in root cause analysis and SLA adherence, ensuring timely resolutions and high customer satisfaction. Skilled in cross-functional collaboration and Enterprise Account Management, utilizing ITSM platforms to optimize service delivery and mitigate recurring issues.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Analyst
Sirion Pvt Ltd
Gurugram
01.2024 - 08.2026
- Diagnose, troubleshoot, and resolve issues while ensuring adherence to defined SLAs.
- Log, categorize, prioritize, and track incidents and service requests using the ITSM ticketing system.
- Managed strategic enterprise accounts including Neom and Jane Street, along with multiple customers.
- Collaborate with Product, Engineering, QA, and Customer Success teams to resolve complex technical issues.
- Perform root cause analysis for recurring incidents and recommend preventive actions.
- Escalate unresolved issues to appropriate teams with complete diagnostic details and timely follow-ups.
- Support software implementation activities, including user onboarding, configuration validation, and post-implementation assistance.
- Assist customers during product deployments, upgrades, and feature releases to ensure smooth adoption.
- Validate reported defects, reproduce issues, and coordinate with development teams for timely resolution.
- Maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
- Monitor ticket queues to ensure timely resolution and compliance with SLA and quality standards.
- Communicate regular updates to customers regarding incident status, progress, and resolution.
- Participate in User Acceptance Testing (UAT) and verify fixes before production deployment.
- Analyze support trends and recommend process improvements to enhance customer experience.
- Deliver high customer satisfaction by providing prompt, professional, and solution-oriented support.
Pricing & Ordering Support
BT Global Services Pvt Ltd
Gurugram
03.2020 - 01.2024
- Managed strategic enterprise accounts including HSBC and Saint-Gobain, along with multiple customers under the Centre of Excellence (CoE) model.
- Built and maintained strong business relationships with global customers and internal stakeholders to ensure seamless service delivery.
- Managed end-to-end lifecycle of complex service requests for BT products, including IPCG, ICG, ICR, Agile Connect, SD-WAN, and Cloud Connect Direct.
- Created, tracked, and updated service requests using PEGA, ensuring data accuracy and compliance with defined processes.
- Collaborated with cross-functional teams including Sales, Product Solutions, Technical Validation, and Order Entry to achieve Right First Time (RFT) order processing and meet BT KPIs.
- Managed in-flight order modifications, priority changes, and excess cost approvals while ensuring timely customer communication.
- Coordinated with customers and stakeholders to manage expectations, resolve escalations, and mitigate risks throughout the service request lifecycle.
- Took ownership of customer incidents and service requests, driving timely resolution through proactive follow-ups and SLA adherence.
- Provided regular status updates to customers and stakeholders, ensuring transparency and high levels of customer satisfaction.
- Supported contract execution, customer requirement analysis, stakeholder engagement, and process improvements to enhance operational efficiency.
Customer Service Support Advisor
BT Global Services Pvt Ltd
Gurugram
12.2018 - 03.2020
- Consistently achieved or exceeded team sales targets while maintaining high customer satisfaction scores through chat and phone support.
- Delivered exceptional customer service by identifying customer needs and providing effective, solution-oriented resolutions through chat and email.
- Resolved customer inquiries related to billing, payments, account services, and mobile phone service issues with accuracy and efficiency.
- Managed customer complaints and escalations professionally, ensuring timely resolution and a positive customer experience.
- Maintained accurate records of customer interactions, actions taken, and account updates in accordance with company processes.
- Provided support through multiple communication channels, including phone, chat, and face-to-face interactions.
- Ensured timely follow-up on customer requests, resulting in improved issue resolution and customer satisfaction.
- Collected and communicated customer feedback to management, contributing to service improvements and process enhancements.
- Investigated and resolved issues identified through customer reviews, implementing appropriate corrective actions to enhance service quality.
Education
Bachelor of Arts -
Motilal Nehru College, Delhi University Delhi
Intermediate (CLASS 12) - Arts
CBSE
Matriculation (CLASS 10) -
CBSE
Skills
- ITSM Platforms
- ServiceNow
- Incident Management
- SLA Management
- Escalation Management
- Root Cause Analysis
- Process Improvement
- Service Desk Management
- Cross-functional Collaboration
- Stakeholder Management
- Contract Management
- Workflow Automation
- Customer Success
PERSONALITY TRAITS
- Warm, friendly and approachable.
- Strong communicator and proactive with excellent time management.
- Flexible, honest and accountable.
- Committed, takes ownership and hardworking with a smart approach.
- Positive and resilient under pressure.
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Analyst
Sirion Pvt Ltd
01.2024 - 08.2026
Pricing & Ordering Support
BT Global Services Pvt Ltd
03.2020 - 01.2024
Customer Service Support Advisor
BT Global Services Pvt Ltd
12.2018 - 03.2020
Bachelor of Arts -
Motilal Nehru College, Delhi University Delhi
Intermediate (CLASS 12) - Arts
CBSE
Matriculation (CLASS 10) -
CBSE