Service Now
Preethi Krishnan
Service Delivery Professional
Chennai,TN
Summary
Dedicated ITIL Certified - Service Delivery professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on Senior Level Management to meet company goals.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Head - Customer Support
Epowerx Learning Technology
Chennai, Tamil Nadu
08.2019 - Current
- Defined, implemented and revised Support policies and guidelines.
- Been the first person into Customer Support and built a team of 25+ and heading Onboarding Specialists
- Assisted for new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Provided documentation of processes to comply with regulations and company policies.
- Achieved team goals through formalized training plans, coaching and performance management.
- Set team and individual KPIs and provided regular, actionable feedback.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Assisted in recruiting, hiring and training of team members.
- Promoted positive customer experience through day-to-day supervision and management.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Worked flexible hours; night, weekend, and holiday shifts.
Administrator
SSM Builders & Promoters
Chennai, Tamil Nadu
05.2018 - 10.2018
- Entered and maintained departmental records in company database.
- Devised and implemented improvements to reporting procedures.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Oversaw successful planning and execution of staff meetings, parties and events.
- Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.
- Aided colleagues, managers and customers through regular communication and assistance.
- Confirmed accurate completion of forms and reports for admission, transfer or discharge of each program participant.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
- Supported Proprietor with proactive correspondence management, document coordination and customer relations.
Service Desk Supervisor
Vmware India Pvt,Ltd.,
Bengaluru, Karnataka
10.2017 - 04.2018
- Prepared weekly employee work schedules for team members.
- Managed a team who handles Employee telephone calls promptly and appropriately handled needs. Achieved ACHT( Average Call Handling Time) throughout the tenure
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Cross-trained existing employees to maximize team agility and performance.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Approved regular payroll submissions for employees.
- Improved operational planning and business frameworks to enhance resource utilization.
- Evaluated report data to proactively adjust and enhance operations.
- Onboarded new employees with training and new hire documentation.
- Developed and initiated projects, managed costs, and monitored performance.
- Fostered relationships with vendors to promote positive working relationships.
- Modified and directed project plans to meet organizational needs.
- Headed project teams specializing in design and launch activities.
Associate IT Consultant - ITIL
Wipro Technologies
Chennai , Bangalore, Tamil Nadu, Karnataka
07.2014 - 10.2017
- Created service level agreement for IT operational functions and service desk operations.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Gathering Client requirements and scope of monitoring
- Designing the unified service management model. Build SOW and coordinate with the vendor for service delivery
- Designed , Planned & Implemented a Kiosk desk @Zurich, Switzerland and flew there to set the desk up
- Handled Transition, Crossfunctional projects and War Room incidents during the tenure
- Have an exceptional delivery techniques on Field Service Management
- Have an exceptional delivery techniques on Field Service Management
- Resource Calculation was well done throughout the entire tenure for the client and got client appreciations
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Led team for hardware engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Orchestrated efficient large-scale Field Service Engineer deployments.
- Got involved in Pre-Sales presentations for client win
- Completed Internal Certifications on ITIL and also ITIL V3 Foundation Framework while practiced the same.
Senior Test Center Administrator
Prometric Testing Center
Chennai , Delhi, Tamil Nadu, Delhi
02.2013 - 07.2014
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used Microsoft Word and other software tools to create documents and other communications.
- Imaging and configuring computers
- Delivering all high compliance exams
- Backup and restore
- Administration and maintaining confidential examinee details
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed on-site evaluations, internal audits and customer surveys.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Received and processed stock into inventory management system.
- Worked closely with Center Manager to maintain optimum levels of communication to effectively and efficiently complete projects.
- Carried out day-day-day duties accurately and efficiently.
Branch Office Administrator
Jetking Infotrain Limited
Chennai, Tamil Nadu
02.2012 - 08.2012
- Managed accounting functions such as invoicing customers, writing checks and reconciling accounts.
- Composed professional business correspondence, emails, meetings notes and other documents.
- Consulted with customers to resolve basic issues or direct to correct staff member.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
- Managed maintenance of facility and grounds.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
HR Recruiter
Indus Info Management Solutions
Chennai, Tamil Nadu
05.2011 - 02.2012
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Verified applicant references and employment details.
- Maintained filing system of current, prospective and future positions.
- Developed recruiting strategies to identify qualified candidates and build network.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Teacher
TVS Matric Higher Secondary School
Madurai, Tamil Nadu
06.2010 - 04.2011
- Planned and implemented integrated lessons to meet national standards.
- Enhanced student knowledge of technology by integrating various web-based applications for research and assignments.
- Supervised learning groups of students in classroom stations.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Graded and evaluated student assignments, papers and course work.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
Education
High School Diploma -
Indira Gandhi Memorial Matric Hr.Sec.School
Madurai 06.2005 - 05.2006
Bachelor of Science - Physics
Madurai Kamaraj University
Madurai 06.2006 - 05.2009
Bachelor of Education - Physical Sciences
Tamilnadu Teachers Education
Madurai 06.2009 - 05.2010
MBA - Project Management
Alagappa University
Karaikudi 08.2015 - 12.2017
Skills
Customer support
Software
MS Office Suit
Active Directory
Jira
Google Suite
Process Tool - Lucidchart
Process Tool - Edraw
Certification
ITIL V3 Foundation
Timeline
Head - Customer Support
Epowerx Learning Technology
08.2019 - Current
Administrator
SSM Builders & Promoters
05.2018 - 10.2018
Service Desk Supervisor
Vmware India Pvt,Ltd.,
10.2017 - 04.2018
MBA - Project Management
Alagappa University
08.2015 - 12.2017
Associate IT Consultant - ITIL
Wipro Technologies
07.2014 - 10.2017
Senior Test Center Administrator
Prometric Testing Center
02.2013 - 07.2014
Branch Office Administrator
Jetking Infotrain Limited
02.2012 - 08.2012
HR Recruiter
Indus Info Management Solutions
05.2011 - 02.2012
Teacher
TVS Matric Higher Secondary School
06.2010 - 04.2011
Bachelor of Education - Physical Sciences
Tamilnadu Teachers Education
06.2009 - 05.2010
Bachelor of Science - Physics
Madurai Kamaraj University
06.2006 - 05.2009
High School Diploma -
Indira Gandhi Memorial Matric Hr.Sec.School
06.2005 - 05.2006
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