Vanshika Nigam
New Delhi
Summary
Thorough Senior Analyst with 1 year background in Access Management. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in client management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCL Technologies
12.2022 - Current
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Cultivated relationships with industry leaders and within company to share tips and information.
- Identified and resolved problems through root cause analysis and research.
- Managed onboarding and offboarding of employees.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Built trusting relationships with clients through open and honest communication.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Associate
Amazon
06.2020 - 09.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided product and service recommendations to guide customers on products to meet varying needs.
Education
Bachelor of Arts - English Literature
SOL, Delhi University
09.2021
Skills
- Client Relationship Management
- Critical Thinking
- Reading Comprehension
- Systems Analysis
- Judgment and Decision-Making
- Serving Customer Needs
- Active Listening
- User Provisioning
- Technical Understanding
- Microsoft Exchange
- Speaking
- Client management
Certification
- ITIL 4 Foundation Training
Timeline
Senior Analyst
HCL Technologies
12.2022 - Current
Customer Service Associate
Amazon
06.2020 - 09.2021
Bachelor of Arts - English Literature
SOL, Delhi University
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