Kusuma Shree
Bangalore
Summary
Accomplished Senior IT Service Management Associate at Accenture, adept in planning and coordination, and client relationship management. Proven track record of enhancing customer satisfaction through effective problem-solving and meticulous attention to detail. Skilled in utilizing global tools like ServiceNow, achieving significant improvements in workshop delivery and support escalation processes.
Overview
7
7
years of professional experience
Work History
Senior IT Service Management Associate
Accenture
Bnagalore
11.2021 - 09.2024
- Managed team of 8+ employees and monitored performance and trained team members, increasing quality of work.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Work with Customer Support Account Managers (CSAMs) from Microsoft to schedule workshops (technology training) with end-to-end support.
- Help the team with the most recent updates on the process to ensure that we deliver the client the most updated information.
- Conducted regular reviews of work and identified areas for improvement.
- Handling the escalations and providing the RCA to the escalation team. MS Solve Tool – Reviewing the cases with accurate states and reporting to the respective manager or the Microsoft engineer by sending emails as per SLA.
- Troubleshooting the technical issues related to workshops, labs, and other schedule conflict issues, quality, etc. To have fully satisfied customers.
- Ticket handling and escalation: Ensure ticket closure within SLA, timely acknowledgment, assignment, and queue management of tickets to the team.
- Perform audits on the SNOW cases or monthly workshops conducted by the team, and offer guidance if there are any issues to deliver quality work.
- Provide training to new joiners for complete knowledge transfer about the process.
- Prepare and send the weekly/monthly workshop report, adoption report, and attendee roster report to the respective team or leads.
Operation Specialist
First Advantage Global Operating Centre
Bnagalore
04.2021 - 09.2021
- Providing background and drug screening solutions for an enhanced applicant experience over emails and calls.
- Assisting the customer based on the queries raised and helping them to resolve the issues.
- To search and deliver education and work record results quickly, enabling faster applicant onboarding.
- Achieving the fixed goals and targets.
Founder
Magic Karpet Event and Service.
Bangalore
01.2018 - 12.2020
- Serve as the primary point of contact for all clients regarding their event requirements.
- Understand client needs and objectives for each event, and provide appropriate solutions.
- Collaborate with internal teams to develop event proposals and timelines.
- Ensure timely delivery of services, and manage event budgets.
- Coordinate with vendors and suppliers to secure the necessary resources for events.
- Manage event logistics, including venue selection, catering, transportation, and audio-visual setup.
- Provide on-site support during events, ensuring smooth execution and client satisfaction.
- Track and report event performance metrics, providing insights for future improvements.
- Maintain strong client relationships through regular communication and follow-ups.
Education
BBA - HR And Marketing
CMR University (Autonomous)
Bangalore07-2017
Pre-university Course -
Krupanidhi Pre University Collage
Bangalore05-2014
High School -
Kendriya Vidyalaya CBSE
Bangalore04-2012
Skills
- Planning and coordination
- Client relationship management
- Vendor and supplier management
- Budget management
- Problem-solving
- Communication
- Organizational skills
- Attention to detail
- Time management
- MS Office Suite
- Global Tools: ServiceNow and Workday
Timeline
Senior IT Service Management Associate
Accenture
11.2021 - 09.2024
Operation Specialist
First Advantage Global Operating Centre
04.2021 - 09.2021
Founder
Magic Karpet Event and Service.
01.2018 - 12.2020
BBA - HR And Marketing
CMR University (Autonomous)
Pre-university Course -
Krupanidhi Pre University Collage
High School -
Kendriya Vidyalaya CBSE
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