Neha Wadhwani Bhatt
Uttarakhand
Summary
Dynamic Incident Manager with a proven track record at Accenture, excelling in SLA management and conflict resolution. Successfully led cross-functional teams to drive customer success and enhance operational efficiency. Passionate about process improvement and team collaboration, consistently achieving goals and fostering a culture of excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Incident Manager
Accenture
Bangalore
05.2024 - Current
- Manage high-priority incidents to resolution within SLA, minimizing business impact.
- Coordinated with cross functional teams to drive root cause analysis and problem resolution.
- Oversee end-to-end customer portfolio management.
- Drive customer success through proactive portfolio oversight.
- Act as a trusted advisor across assigned customer portfolios.
- Facilitated communication between stakeholders during critical incidents.
- Implemented processes to track and manage incident lifecycle effectively.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Managed the lifecycle of all service requests from initial submission through closure.
Senior Catalog Associate
Amazon
Bangalore
07.2023 - 04.2024
- Achieved team goals through effective collaboration with team members.
- Enhanced customer engagement and satisfaction by delivering excellent service.
- Led a team of 15 individuals to ensure goal alignment and productivity.
- Analyzed catalog performance data to identify improvement opportunities and trends.
- Provided guidance on how best to display products within the layout of the catalog pages.
Catalog Associate
Amazon
Bangalore
01.2021 - 07.2023
- Achieved daily productivity targets while managing multiple process improvement projects.
- Resolved customer inquiries through effective communication and detailed step-by-step solutions.
- Collaborated with cross-functional teams to enhance operational workflows and efficiency.
- Utilized feedback mechanisms to identify areas for service enhancement and implement changes.
- Trained team members on best practices for customer interaction and problem resolution.
- Monitored project progress to ensure alignment with strategic objectives and timelines.
- Developed reports on productivity metrics to inform management decisions.
- Facilitated workshops to promote continuous improvement initiatives across the organization.
Education
Master of Business Administration - Operations Management
IGNOU
New Delhi08-2025
Bachelor of Commerce -
Jesus & Mary College
New Delhi01-2020
Intermediate/12th -
Shiv Modern School
New Delhi01-2017
Matriculation -
Shiv Modern School
New Delhi01-2015
Skills
- Meeting expectations
- Conflict resolution
- Customer service
- Process improvement
- Team collaboration
- Project management
- Team leadership
- Problem solving
- SLA management
- Incident management
- Teamwork
- Change management
- Portfolio oversight
- Customer success
Certification
- RBS Trainer Amazon
- Goethe Certificate A1
- Goethe Certificate A2
- Goethe Certificate B1
- Goethe Certificate B2
- Goethe Certificate C1
- Introduction to generative AI concepts from Accenture
Hobbies and Interests
- VOLUNTEERING
- READING
- MUSIC
Languages
Hindi
First Language
English
Proficient (C2)
C2
German
Advanced (C1)
C1
Timeline
Incident Manager
Accenture
05.2024 - Current
Senior Catalog Associate
Amazon
07.2023 - 04.2024
Catalog Associate
Amazon
01.2021 - 07.2023
Master of Business Administration - Operations Management
IGNOU
Bachelor of Commerce -
Jesus & Mary College
Intermediate/12th -
Shiv Modern School
Matriculation -
Shiv Modern School