Summary
Overview
Work History
Education
Skills
Timeline
Generic

POOJA GAIKWAD

Pune

Summary

Knowledgeable Service Delivery Coordinator adept at developing and deepening customer and vendor relationships. Practiced at managing contracts, invoices, and other documentation. Bringing 9 years of progressive experience in ITO/ BPO

Overview

14
14
years of professional experience
4
4
years of post-secondary education

Work History

Service Delivery Coordinator

Global Services
Pune
06.2023 - Current
  • Managing team of more than 150 L1 desktop engineers across Europe region
  • Co-ordinating work with multiple verticals, Service desk, Service delivery, Vendor governance and Quality assurance.
  • Overall responsibility (and lead facilitator for delivery management and improvement to meet company and client needs
  • Create, Monitor, and report on comprehensive set of metrics and KPIS based on IT service deliverables and agreements.
  • Handling team of incident manager, project coordinator and RDSL
  • Service assurance and Vendor management.
  • Own and lead execution of process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcome..
  • Connect with peer team members on structured and regular basis to find and discuss areas of improvement or other support needed.
  • Experience of ITSM software application and tools, analysis and reporting
  • Initiate and manage against Service Improvement Plan (SIP) and Continuous Improvement Plan (CSIP)
  • Attends monthly quality meeting, Resolver group meeting, QBR and MBR
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.

Lead Incident Manager

Global Services
Pune
10.2022 - 06.2023
  • Handling team of incident manager, project coordinator and RDSL
  • Supporting Honeywell clients for incident and request
  • Management of SOP procedure
  • Handling FTE and dispatch incidents and tasks
  • Managing client calls and process escalation
  • 1)Tracking SLA and SLA reporting
  • Ticket inflow and outflow report Tracking FTE productivity report
  • Presenting Daily/ weekly and monthly reports to client and management team
  • Quality feedback, weekly reviews for team
  • Process orientation achieved targets for team
  • RCA of SLA breached tickets, EOD reports, SOD reports
  • Handling escalation , feedback on D-sat tickets
  • Develop documentation, diagrams, and specifications to meet project requirements and regulatory standards
  • Identified inefficiencies in existing processes and tracked performance following implementation of improvements
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
  • Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
  • Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
  • Contributed to development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
  • Implemented preventative measures by analyzing incident trends and working closely with IT team to address vulnerabilities.
  • Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.

Shift Lead

Global Services
Pune
06.2022 - 10.2022
  • Supporting aviation and ITO clients for incident and request
  • Handling end to end lifecycle of major incidents and requests
  • Managing client calls and process escalation
  • Presenting weekly and monthly reports to client and management team x
  • Quality feedback, weekly reviews for team CSIP management
  • Conducted regular team meetings to discuss progress, address concerns, and set goals for continued improvement.
  • Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.

Process Specialist

Infosys
Pune
10.2021 - 06.2022
  • Customer care for end users
  • Quality feedback, weekly reviews for team
  • Floor support, Process orientation, achieved sales targets for team
  • RCA of chat, EOD reports, SOD reports
  • D-sat analysis
  • Handling sup chats, feedback on D-sat chats
  • Develop documentation, diagrams and specifications to meet project requirements and regulatory standards
  • Identified inefficiencies in existing processes and tracked performance following implementation of improvements
  • Evaluated chat performance by analyzing and interpreting data and metrics
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
  • Developed and executed plans to monitor standard process adherence
  • Determined and recommended methods to address improvement opportunities
  • Accepted and processed payments for end users.
  • Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions

Sr Customer Service Executive

Capita India Pvt Ltd
Mumbai
08.2014 - 05.2022
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions
  • Informed customers of sales promotions and services, warranties or terms of -sale, and refunds or exchanges
  • Resolved product issues by clarifying customer's complaints, determining causes of problems and selecting best solutions
  • Processed orders, forms, applications, and requests per timeframe given
  • Maintained customer account information database by canceling and updating customer accounts
  • Discussed customer concerns regarding product usage, billing to promote improved user experience
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
  • Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately

Technical Consultant Level

Sutherland global services
Mumbai
07.2013 - 02.2014
  • Managed over 50 customer calls/ chats per day
  • Help customers with troubleshooting for their technical issues.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Customer Service Associate

WNS global services
Mumbai
03.2010 - 12.2011
  • Exceeded service objectives by applying proven customer service and sales best practices
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers
  • Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback

Education

Bachelor of Science - Statistics

Mumbai University
Mumbai
07.2005 - 01.2009

Skills

ITSM

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Timeline

Service Delivery Coordinator

Global Services
06.2023 - Current

Lead Incident Manager

Global Services
10.2022 - 06.2023

Shift Lead

Global Services
06.2022 - 10.2022

Process Specialist

Infosys
10.2021 - 06.2022

Sr Customer Service Executive

Capita India Pvt Ltd
08.2014 - 05.2022

Technical Consultant Level

Sutherland global services
07.2013 - 02.2014

Customer Service Associate

WNS global services
03.2010 - 12.2011

Bachelor of Science - Statistics

Mumbai University
07.2005 - 01.2009

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POOJA GAIKWAD