Mamta Rawat

• Overseeing service desk operations in India with a dedicated team of 30 professionals, delivering 24/7 support to a global user.
• Driving team performance by setting clear expectations and aligning objectives with organisational goals, I fostered collaboration, improved output, and created a positive, engaged work environment.
• Preparing regular reports on service desk performance, such as productivity reports, competency reports, and agent scorecards, and effectively communicating key insights to management.
• Track key metrics, analyse trends, and generate reports to improve service desk effectiveness.
• Manage weekly client SCOM meetings, prepare data reports, and create PowerPoint presentations for discussions.
• Conducting interviews for service desk agents and managing the onboarding and offboarding processes in the client system.
• Coordinate with IT teams, vendors, and stakeholders to align service desk operations with business goals.

I have been involved with two projects of the same process in the Insurance vertical.

• Personal Lines of Property & Casualty Insurance role was to research payments received by the Insurance company primarily for a premium of Property, Auto, and Umbrella policies and accordingly accept or reject. We also used to return the payments to members in case of any refund generated either due to overpayment, policy cancellation, or surcharges.
• Commercial Lines of Property & Casualty Insurance - In this process, I was responsible for end-to-end the issuance of either New Business or Renewal policies of Commercial accounts for their Primary or secondary locations, hired or non-hired automobiles, General Liabilities, or Inland Marine.
• Experienced in team training, process optimization, and client relationship management. Conducts regular assessments to ensure knowledge retention and operational excellence. Manages escalations, feedback emails, and weekly client interactions to enhance service quality. Skilled in tracking productivity, reporting operational data, and maintaining seamless communication with upper management.

• Deployed at one of the largest payment gateway clients and part of the enterprise applications support and access management.
• Performing Identity and access management activities, including provisioning/de-provisioning workflows, Analytics, Highly Privileged Accounts, Single Sign-On, and Directory.
• Troubleshooting and resolving access management and provisioning workflow errors.
• Creating the new knowledge articles and carrying out an evergreen process every quarter to make sure the articles are up-to-date.
• Interacting with the supervisors and CS analysts to understand the access requests.
• Ensuring on-time deliverables and meeting the day-to-day targets.
• Contribute to meeting or exceeding all operational SLAs.
• Performing the Quality assurance for the new joiners.

• Providing Frontline support for all IT-related queries.
• Software Installation & Configuration.
• Troubleshooting Debugging Identifying improvement areas in incident response and problem management process and implementing the improvements as needed.
• Provided suggestions to clients on reducing the contacts on ticket status and information calls.
• Reviewing the Customer Satisfaction survey and actioning it accordingly.
• Worked as a Quality SPOC and did provide Feedback, training, and mentoring.
• Increased customer satisfaction and repeat business through a relentless pursuit of resolutions to problems arising from service, protecting company reputation and loyal client base.
• Successfully managed high volumes of client-facing interactions through email and chat.

• Performing Back office work for one of the UK clients.
• Processing the utility readings and clarifying the queries over email.