Piyusha Mathur

• Leading a team of 4-5 engineers in the planning, execution, and closure of support issues raised by clients
• Leading an effort of developing a comprehensive user guide that provided users with clear instructions and step-by-step instructions for using the product, resulting in a 10 % reduction in customer support tickets
• Developing script in ROR to provide effective and faster resolution to the customers
• Facilitate stakeholder meetings to gather requirements, address concerns, and ensure alignment on project goals and deliverables.
• Mentored junior team members, fostering professional growth and increasing overall team efficiency.
• Collaborated with cross-functional teams to ensure seamless integration of various project components.

• Responsible for monitoring JIRA and incoming data requests from customers.
• Reduced the incoming ticket volume by 10% by automating all the recurring reports in Retool
• Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.

• Worked in an ITIL environment providing 24*7 Level-2 support for McDonald’s Product Lifecycle Management.
• Successfully managed escalations by leading an effort of developing Call-Back Reminder Tool which reduced 20% of escalations caused by missed call-backs
• Reduced the call volume by 15% by proactive monitoring and chronic store process

Key achievements : Successfully transitioned McDonald's end to end delivery process by travelling to UK and gathering knowledge from incumbent vendor