Pooja Nagpure
sme
Pune,Maharashtra
Summary
Proven track record of providing valuable insights, guidance, and solutions to complex problems. Strong analytical and communication skills, with a passion for sharing expertise and driving excellence in the field.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Cognizant Pvt. Ltd.
Pune
09.2021 - Current
- Collaborate with stakeholders to understand their requirements, pain points, and objectives
- Transform business needs into clear and concise application and operational requirements
- Analyze existing operational procedures, identify gaps, and propose solutions
- Facilitating sprint planning and backlog refinement sessions
- Take ownership of project outcomes, ensuring timely delivery and adherence to quality standards
- Identify risks and proactively address them to minimize project disruptions
- Working as QA teams to verify that the solution meets business needs
- Foster a positive work environment and contribute to team success
- One years of experience as Subject Matter Expert (SME) in email support for Google certifications
- Worked as Senior Process executive for two years and got promoted as SME
Senior Technical Support Advisor
Concentrix India Pvt Ltd
Pune
04.2018 - 09.2021
- Provide Hardware, Windows server, and Networking support to the users
(commercial and consumer). - Providing Customer service and Process Enhancement.
- Well Trained to deliver flawless service. Met Target as CSAT, RDR and etc
- Achieve RNR and Sabash awards.
- Started career with level 1 (Executive), handle inbound calls for DELL ITS
consumer based Desktop / Laptop manufacture for India region. - Performed end to end troubleshooting and resolving customer issues and basic
overview of technical software support. - Supporting on call back mode as Case Mentor with troubleshooting and giving
resolution. - Handling the cases which are generated by level 1 engineer and as per
requirement giving L2 support to the team. - Working on ticketing tool with different tools like Delt.
- Strongly providing solution with troubleshooting with logical thinking.
- Dealing with backend team to give better experience to the customer.
- Making the service priorities by dealing with vendors and service provider.
- Responsible for System formatting and operating system installation.
- Working on Citrix and SFDC tool.
- Searching the resolution on Portals and forms
Education
BE -
Priyadarshini
Nagpure03-2016
High School Diploma -
JL Chaturvedi
Nagpur03-2013
GED -
Hindusthan Vidyalaya
Nagpure04-2009
Skills
- Training and mentoring
- Strong analytical skills
- Strategic Thinking
- Research capabilities
- Goal Setting
Timeline
Subject Matter Expert
Cognizant Pvt. Ltd.
09.2021 - Current
Senior Technical Support Advisor
Concentrix India Pvt Ltd
04.2018 - 09.2021
BE -
Priyadarshini
High School Diploma -
JL Chaturvedi
GED -
Hindusthan Vidyalaya
Similar Profiles
Manisha PathakManisha Pathak
Senior Process Executive at Cognizant Pvt. Ltd.Senior Process Executive at Cognizant Pvt. Ltd.
Manish KumarManish Kumar
Principal Software Eng. at Cognizant Pvt. Ltd.Principal Software Eng. at Cognizant Pvt. Ltd.
PRIYA PANDEYPRIYA PANDEY
Senior Process Executive at Cognizant Pvt LTDSenior Process Executive at Cognizant Pvt LTD