Neha Reddy

Management of the Service Desk on a day-to-day basis, including Incident, Problem, Change and Request management as the main point of contact for clients. Leading and managing Service Desk Operations to ensure team and individual performance levels consistently meet or exceed the needs of clients. Leading the Service Desk Team and managing Email / Ticketing channel for Service Desk. Communicate at all levels, with both technical and non-technical audiences, and to simplify complex issues and concepts, both through presentations and through clear written documents

• Deliver quality front-end technical support to customers by answering complex questions regarding functionality and application usage. Monitoring support requests received by Service Desk using the JIRA ticketing tool.
• Derive an RCA for the issues escalated by the end users and use them to enhance daily support operations.
• Recreate and resolve customer issues to deliver quality support within the defined SLA’s.
• Analyzing Production Logs to derive RCA for the escalated issues. Assisting Clients with preparation of Documents using Docubuilder Application.
• Monitoring the Filing schedule for Annual/Quarterly/Monthly updates. Keep a close watch on the latest builds, product releases and solutions related to the application.
• Monitoring DEV, UAT and Production Servers. Participate in daily and weekly meetings for process improvement.
• Training and mentoring the new associates joining the team.
• Creating KBA’s for Process and workflow enhancement. Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues.
• Monitor and evaluate key performance indicators, taking action to meet and maintain objectives & Service Level Agreements.
• Provide Service Desk reporting to Management within established intervals.
• Lead/participate in Application enhancement initiatives with a primary focus on continuous improvement of service desk and process enhancements.
• Track SLA’s and client satisfaction for the service desk service delivery with an eye toward identifying improvement opportunities.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed and make recommendations in these areas.
• Resilient, focused and performance driven in a dynamic and fast-moving environment.
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines.
• Training and Resource Planning as per the business requirements. Responsible for ensuring client service levels are met on a consistent basis. High degree of adaptability and flexibility in a fast paced rapidly changing environment.
• Strong leadership and people management skills.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Offered training and support to keep team members motivated and working toward objectives.

• Answered inbound calls, chats and emails to facilitate customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provided top quality control and eliminated downtime to maximize revenue.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.
• Developed strong relationships with customers by providing personalized assistance and support.
• Prevented key account losses by researching discrepancies and correcting problems.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Mentored junior team members and managed employee relationships.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Worked closely with clients to understand their goals and objectives in order to create effective events that met their expectations.
• Supported accurate financial recordkeeping by closely checking bills and approving payments.
• Drove growth in event management business by continuously researching and implementing improved strategies to exceed client expectations.
• Developed event plans, timelines and budgets for a variety of events.
• Monitored event budgeting and tracked expenses throughout the planning process.
• Hired, trained and supervised volunteers and support staff required for events.
• Planned and completed group projects, working smoothly with others.