Divyanshu Sharma

• Working as an SME and independently taking care of support-related incidents in SAP QM.
• Involved in gathering new requirements from the client, providing optimized solutions, and creating FS.
• Also, have a great knowledge of ALM, ALM test scripts, and ServiceNow.
• I specialized in back-office functions and other customer service-related activities.
• Working on the Amazon Labelling project.
• For Amazon labeling, we at Intelegencia are providing clients with up-to-date PO tasks, with initial details using Google Sheets and the Amazon Vendor and Seller Central tool.
• Generating reports and obtaining data to develop analytics on key performance, and operational metrics.

Operations

• Managing end-to-end operations for multiple projects, including Amazon Label, and additional assignments.
• Overseeing business operations, and ensuring seamless execution across all assigned projects.
• Coordinating with teams to optimize workflow efficiency and improve overall project performance.

• Responsible for providing telephonic support for customers on operation or maintenance of products by diagnosing problems and providing resolutions for technical and service issues
• Maintaining AHT, Adherence, SLA, login- hours
• Responsible for keeping track of and structuring various tasks, employees and documents
• Responsible for deciding how to approach tasks and develop a plan to accomplish that
• Responsible for distributing information to team members and stakeholders
• Performs work in accordance to standardized policies and procedures
• Reviews and verifies data entered into database to ensure accuracy and proper escalation procedures are followed

• Identifying and resolving technical issues through systematic problem-solving techniques.
• Resolved technical issues remotely by utilizing remote desktop tools efficiently.
• Logging issues, tracking resolutions, and maintaining records.