Pallabi Ghosh

Working as a Technical Specialist (Reporting Manager) position.

• Provided exceptional user and customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Reduced downtime by proactively identifying potential network problems, and implementing corrective measures.
• Maintained close communication with clients throughout the project for accurate progress reporting, and prompt issue resolution.
• Improved systems with the addition of new features and infrastructure.
• Coordinated with stakeholders to define project requirements, ensuring alignment with business goals and customer needs.
• Proved successful at working within tight deadlines and a fast-paced environment.
• Creating reports and analyzing the team's KPIs and adhering to them.
• Attending the client's meeting for enhancing the work and implementing it on a daily basis.

• Addressing the user's concerns via calls and chats
• Addressed user customer service concerns and decided when to escalate problems to specialist team members
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices and also password reset problems and troubleshooting the issue by following the KBAs.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution via the incident management tool Remedy and Service Now.
• The use of different tools like Mainframe for creating password, CAIM for creating password for vendors, People’s soft financial for creating password for the store employee. Intune for restarting the or deleting the lost devices. PowerShell to get all the details of the users and also for creating random passwords to login to Mainframe. Using the Cisco Jabber and Cisco Finesse for calling purpose and also the application named Nuance Agent for live chat.
• Taking remote access via Session Manager and resolving the issue virtually.
  Also using other tools like salesforce for creating cases and also IBM Maximo to create the work order for assign to the specialized team for further action to be taken according to the priority by following the KBAs.

• Processing the calls, chats and emails for resolving User issues as per their requirement and creating incidents over the ticketing tool
• Work on the User's query as per their accounts via Active Directory or at times taking remote access via the controller to help the users virtually
• Focusing on the analysis of the User's query and eradicating them by sending the email or helping the User over the chat
• Also creating a reference number or creating a ticket for them via the ticketing toolbox Ivanti service manager (HEAT)
• Providing ideas to my colleagues to understand the change in requirements and how to resolve new scenarios
• Responsible for looking up the incidents and request which has not been raised and getting back to the Users with updates
• Ensuring Data quality and integrity, identifying any issues, trends and opportunities which may impact operations and solve for it immediately
• Informing and upselling the customers on new tariffs based on their consumption history
• Providing resolution to users on a real-time basis via phone and emails
• Liaise with the manager and provide an update on any of the errors received from the advisor
• Identifying people with major contributors for the escalation/challenges received, highlighting, and discussing the same with my manager
• Also raising the incidents to the L2 team to get it fixed if escalation is necessary.

• Coordinating with patients and doctors for fixing and giving appointments and briefing the prescriptions and helping them to understand the process of their treatment
• Encouraged patients to schedule recommended tests and procedures.
• Reviewed each step of patient care and made proactive adjustments to avert issues.

• Took copayments and compiled daily financial records
• Reviewed and corrected claim errors to facilitate smooth processing
• Assisted patients in filling out check-in and payment paperwork.