MARY CHRISTINA CLAMENT
Bangalore
Summary
INCIDENT MANAGER
About 7+ years of experience in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success. Professional with strong experience in managing IT incidents and ensuring business continuity. Skilled in problem-solving, crisis management, and communication. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in ITIL frameworks, root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.
Overview
2025
2025
years of professional experience
Work History
Incident Manager- Microsoft
Accenture
2 2022 - 10.2024
- Stake holder management and handling various contract accounts
- Monitoring the high severity cases such as (Severity A,P1,P2) and engaging cases within the SLA and the given threshold.
- Proactive followups with the customers and resolving their issues and queries.
- Meetings with stakeholders on weekly sync calls to discuss affairs/cases of their contracts and updates with next action plan (participants of meeting are mostly CFO/BEPs/ a project group)
- Making sure the cases progress in the healthy manner and monitoring critical cases.
- Resolving the customer issues and handling client.
- Communicated regularly with customers concerning data exchange and technology integration.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Incident Response Manager
Telligent Support LLP
3 2019 - 10 2021
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Reduced recovery time after incidents by establishing and maintaining effective communication channels among stakeholders.
- Conducted thorough post-incident analysis, identifying root causes and lessons learned to prevent future occurrences.
Senior Associate
Concentrix Daksh services
11 2017 - 2 2019
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Process Executive
Infosys private Limited
4 2016 - 5 2017
- Answered telephone and email requests and completed interactions quickly to meet productivity goals.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
Education
Master of Computer Applications - Computer Applications Development
Andhra Loyola College
Andhra Pradesh04-2015
Skills
- Operating System : Windows(7,8,10)
- Microsoft office : Word, Excel, Powerpoint
- Basics of SQL,HTML
- Database management system
- Data review
- Business Expansion
- Work Planning and Prioritization
- Customer satisfaction evaluation
Additional Information
- Passionate for work,versatile and adopt to learn new technologies.
- Positive thinking & Active Listening.
- Flexible and Adaptable Self-motivation skills, Team Facilitator, hard worker.
- Dedication & willingness to walk extra mile achieve excellence.
Tools Used
- Service Now
- Overview tool
- Microsoft Critsit tool
- Dfm, Rave
- Zebra AI
- Case Buddy
- Project Connect
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Incident Manager- Microsoft
Accenture
2 2022 - 10.2024
Incident Response Manager
Telligent Support LLP
3 2019 - 10 2021
Senior Associate
Concentrix Daksh services
11 2017 - 2 2019
Process Executive
Infosys private Limited
4 2016 - 5 2017
Master of Computer Applications - Computer Applications Development
Andhra Loyola College
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