PANKAJ SHARMA
Delhi
Summary
Competent Professional, with over 4 years of career success in Payment Processing & Posting, Client Relationship Management, Service Delivery Management, Technical Support, Incident Management and Reports & Documentations Expertise in analyzing the payments and resolving errors if any; posting the same through Mainframe Tool An effective communicator with excellent relationship building & interpersonal skills; capabilities in developing & implementing service standards-SLA (work manuals and guidelines) for performance excellence
Overview
4
4
years of professional experience
Work History
Analyst
DXC Technologies
03.2020 - 03.2024
- Steering efforts in Policy Administration and related services of Life Insurance Policies
- Performing routine, recurring processing and quality tasks in support of outsourced services within a specific industry and functional area
- Ensuring adherence to: Process Service Level Agreements, Existing Security Policies and Procedures
- Responsible for premium and loan payment applications
- Responsible for refund of excess payments to policy owner
- Working on more than 4 work types for premium billing group like LCKBOXERR (CCOM & CCFO), CHGEFT, CDM, FS, BILCHANGE etc
- Appreciated on emails for being a team player and received team collaboration awards, Team Champ Award.
Incident Management Analyst
DXC Technologies
10.2019 - 03.2020
- Monitored calls in accordance with incident and problem management procedures with deployed IT Tool
- Assigned & allocated all calls to the appropriate teams
- Coordinated with relevant teams (local or remote) on all outstanding calls until resolved and documented root cause and corrective actions accurately for each incident
- Resolved incidents of all severity on service now ticketing tool.
Education
B.Com. -
MJP Rohilkhand University
07-2019
12th -
UP Board
05-2016
10th -
UP Board
05-2014
Skills
- Payment Processing
- Reports & Documentation
- Service Delivery Management
- Incident Management
- Client Relationship Management
- SLA/KPI Management
- CSA
- AWD applications
- Crossfunctional Coordination
- Team Building & Training
- Analytical
- Trend modeling
Personal Information
Date of Birth: 09/15/96
Languages
- English
- Hindi
Languages
English
Proficient
C2
Timeline
Analyst
DXC Technologies
03.2020 - 03.2024
Incident Management Analyst
DXC Technologies
10.2019 - 03.2020
B.Com. -
MJP Rohilkhand University
12th -
UP Board
10th -
UP Board