Pragati Dhunde
Pune
Summary
Dynamic service desk lead at Mphasis with a proven track record in team leadership and process improvement. Expert in fostering collaboration and enhancing customer satisfaction through effective communication and management skills. Successfully implemented a help desk software system that significantly reduced ticket resolution time, driving operational excellence.
Overview
9
9
years of professional experience
Work History
Service desk lead
Mphasis
Pune
03.2023 - Current
- Demonstrated ability to lead and motivate teams to achieve goals and exceed performance targets. Skilled in coaching and mentoring team members to enhance their skills and professional development.
- Monitored and maintained the service desk ticketing system, ensuring all tickets were responded to in a timely manner.
- Excellent verbal and written communication skills with a strong ability to convey technical information in a clear and understandable manner. Experienced in interacting with users, stakeholders, and technical teams.
- Proven track record of effectively managing service desk teams, including scheduling, performance management, and team development. Skilled in fostering a collaborative and supportive team culture.
- Experienced in implementing process improvements to enhance efficiency and quality of service desk operations. Skilled in documentation and knowledge management to facilitate continuous improvement.
- Experienced in resolving conflicts and disputes in a professional and constructive manner. Skilled in fostering positive relationships with team members and stakeholders.
- Developed and implemented a comprehensive help desk software system that improved customer service and reduced ticket resolution time.
Associate Consultant/ Team Lead
Capgemini
Pune
11.2020 - 02.2023
- Managing and supervising a team, ensuring that they deliver excellent customer service and meet performance targets.
- Develop and implement support processes, including defining workflows, creating documentation, and ensuring that team members follow best practices.
- Handle escalated customer issues that require more advanced technical knowledge or specialized attention, and ensure that they are resolved quickly and efficiently.
- Analyze support metrics, such as customer satisfaction ratings, response times, and resolution rates, to identify trends and areas for improvement.
- Conduct monthly training sessions, and team huddles and provide ongoing coaching to your team to improve their technical skills and customer service abilities.
- Develop and maintain a knowledge base of technical issues and solutions to ensure that team members can quickly and effectively resolve customer issues.
Senior Associate/ L2 Technical Support Engineer
TechMahindra
Pune
12.2019 - 11.2020
- As a Senior Associate/L2 Technical Support Engineer, you will play a crucial role in providing advanced technical support to resolve complex issues and ensure the smooth operation of IT systems and infrastructure.
- Working closely with customers and internal teams, you will apply your technical expertise to diagnose and resolve escalated incidents, contribute to problem management activities, and drive continuous improvement initiatives.
Senior Associate/ L1 Technical Support Engineer
WIPRO
Pune
06.2016 - 12.2019
- Assisting the customers with their Technical Issues.
- Implementing the feedback given by the supervisors and Quality Analysts.
- Technical expertise and understanding.
- To share the best practices with TLs and provide inputs to improve the team's performance and thereby improve the queue's performance.
- Act as the initial point of contact for all computer and system-related concerns from clients or other employees.
- Ability to use Microsoft applications, such as Word, Excel, Vision, and Outlook.
Education
PGDBM/Diploma - Business Management
Govt E.V.P.G.College
Korba, C.G10.2016
B.com - Bachelors Degree
Govt E.V.P.G.College
Korba06.2015
HSC - Chhattisgarh State board
Nirmala Higher Secondary School
Korba06.2010
SSC - Chhattisgarh State board
Nirmala Higher Secondary School
Korba06.2007
Skills
- Communication Skills
- Microsoft Office
- Leadership Skills
- Effective Time Management
- Ability to Work in a Team
- Management Skills
- Effective Team Leader
Hobbies and Interests
- Dancing
- Crafting
- Learning
Languages
- English
- Hindi
- Marathi
Personal Information
Nationality: Indian
Timeline
Service desk lead
Mphasis
03.2023 - Current
Associate Consultant/ Team Lead
Capgemini
11.2020 - 02.2023
Senior Associate/ L2 Technical Support Engineer
TechMahindra
12.2019 - 11.2020
Senior Associate/ L1 Technical Support Engineer
WIPRO
06.2016 - 12.2019
PGDBM/Diploma - Business Management
Govt E.V.P.G.College
B.com - Bachelors Degree
Govt E.V.P.G.College
HSC - Chhattisgarh State board
Nirmala Higher Secondary School
SSC - Chhattisgarh State board
Nirmala Higher Secondary School