Manisha Panigrahi

Projects where i Worked on:-

1. Johnson & Johnson:(Life science Domain)

• My responsibilities are monitoring ticketing applications and providing solutions for tickets or incidents received through various communication channels, such as emails, calls, and chats, and after that, closing or canceling the tickets or incidents.
• Currently playing as SPOC for the pharmacm application, which consists of 8 people, where I ensure that each incident or ticket is handled correctly.
• Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
• Met month-end reporting objectives and deadlines.
• Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
• Maintained accurate documentation of SOPs and WIs for easy reference for internal audits and knowledge transfer.

2. Telenor: (Telecom Domain)

• Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
• I worked for business customers and contractors, where I solved broadband-related connection queries and ensured that all the contractors received payments within the time.
• I worked in the Quality Team for 7 months (a team of 15 associates), where I audited other associates' tickets/incidents and maintained error logs.
• Helped to cascade the new updates received from clients to the team members.
• I prepared SOPs for the new assignments provided by the client.
• I sent a reconciliation email to the client regarding the errors wrongly marked by team members, and shared feedback with the associate for any accepted errors.