Juhi Gupta

- Promoted to Subject Matter Expert (SME) within 6 months for strong performance and process knowledge.

- Guided agent on issue resolution , improving CSAT and FCR scores across a 13- member team.

- Handled incident and user management with ServiceNow, Active Directory, and Azure AD, cutting SLA breaches by 12%.

Monitored status of open request and escalated as required ensuring timely resolution.

- Ensured tickets are handled in accordance with SOPs and Service level Agreements.

- Minimized operational impact by identifying, accessing, prioritizing, and resolving incidents.

- Providing guidance and assisting sellers and buyers in marketing and purchasing property for the right price under the best terms.

- Contacting and following up with new property clients.

- Managing relationships with buyers and seller.

- Resolving buyers and seller issues and concerns.

- Co-ordinate Negotiations process, consult on marked condition, prices, Mortgages, Legal requirements and realted matters, ensuring a fair and honest dealing.

- Worked under 3 project 1:00 & Ekalaya project and Onboarding project.

- Dealing with student /parent via calls,email,chats.

- Handholding the student throught their academic journey & ensuring student Retention & Engagement throughout the Academic year and will also be responsible for NPS.

- Analyze student with the help of all data points(stdent profile, student needs, Engagement & Ensuring student attendance in the classes & user is retained throughout the academic journey.

- Engagement ensure student participate in Lice class/test/assignment/Doubt app/Replay/Micro couse & engagement with parent on progress reports on weekly basis.

- Coordinates with the support function and get the issue sorted.

- Making sure to provide thr desired batch and the desired teacher to the student for making their journey fruitful without any hassle.

- Working in fresh desk and salesforce as well and taking care of the ticket which have been raised by the student and from the cross functional team.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.

• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
• Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
• Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
• Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.