Punam Sandhya

• Coordinated resolution of incidents with internal and external stakeholders.
• Monitored system performance to identify potential issues before they become service impacting.
• Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
• Provided technical guidance for incident resolution activities.
• Assigned resources and tasks to ensure quick resolution of incidents.
• Performed root cause analysis of complex technical problems in order to develop solutions that prevent recurrence of similar incidents.
• Utilized knowledge base articles, troubleshooting guides, and other reference materials to resolve incidents quickly and efficiently.
• Developed processes and procedures related to incident management operations.
• Created reports on incident trends and metrics for senior management review.
• Ensured all users were kept informed throughout the duration of an incident or outage.
• Participated in regular meetings with IT teams to discuss new technologies, process improvements, and emergency preparedness plans.
• Maintained detailed documentation on all incidents including root cause analysis findings.
• Established communication channels between various departments within the organization in order to facilitate timely collaboration during major incidents.
• Trained team members on best practices related to incident management operations.
• Provided feedback on existing policies and procedures for improving the effectiveness of incident management operations.

Tools Worked On

Service Now

RDP

Active Directory

Project Worked in DXC

XPO Logistics

Bristol Myers Squibb

Convotech

• Developed and implemented strategies to increase sales team performance.
• Trained and coached new sales personnel on best practices, customer service, and account management.
• Conducted weekly one-on-one meetings with staff to review goals, objectives, and progress towards targets.
• Monitored sales activities and provided feedback to improve results.
• Collaborated with other departments to ensure customer satisfaction was met consistently.
• Organized regular team building activities to foster collaboration among employees.

• Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
• Evaluated customer feedback to identify areas of improvement in products or services offered.
• Coordinated with cross-functional teams to ensure successful implementation of projects.
• Generated reports regarding customer interactions, performance metrics, revenue goals.
• Provided training sessions for colleagues on best practices related to relationship management.
• Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.

• Managed and maintained relationships with existing clients to ensure customer satisfaction.
• Created detailed reports on product performance, competitive landscape, pricing trends.
• Responded promptly to customer inquiries regarding products and services offered by the company.
• Ensured that all customer requirements were met in a timely manner while maintaining high quality standards.
• Implemented effective strategies for expanding existing client base while exploring new markets and segments.
• Provided technical support when necessary during demos or troubleshooting sessions with customers or prospects.