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
Incident ManagementVendor ManagementOperations Support
Customer Engagement
Solutions Development
Resource Allocation
Risk Mitigation
ITIL Framework
Service Level Agreement Management
Case Documentation
Workload Management
Escalation management
Knowledge on SQL , Tableau
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