Rashi Chawla
Service Desk Lead - L3 (GROUP B2)
Alwar
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
5
5
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Administrator
Wipro
03.2025 - Current
- Monitored ticket queues timely allocation and follow up of incidents within defined SLA timelines.
- Coordinate with team members to manage queue flow, prioritise critical tickets and maintain operational efficiency.
- Provided IT support at Mercedes-Benz by creating and managing tickets on the ServiceNow platform.
- Troubleshoot issues related to Outlook, Teams, VPN, Excel, and calendar; follow ITIL practices.
- Communicate with German-speaking clients via teams chat and emails to resolve technical queries.
Application Developer (Project: VWFS, BRM/CCF)
Realmsoft Solutions | Syntel Private Limited
08.2024 - 02.2025
- Specialized in ITSM tool to make status changes of incidents that comes in.
- Informing all assignment groups, when a new ticket comes in to the queue.
- Monitoring all assignments groups with incidents that are about to expire. Hence informing them about the SLA breach time before it expires.
- Keeping an eye on all severity levels 1 and 2, I am informing the respective teams to resolve them at the earliest.
- Always Saving the reaction time of all new requests & Incidents by posting it or taking over within the timeframe.
Contact Center Associate
IGT Solutions and technologies (Project: Lufthansa)
08.2023 - 06.2024
- Handled transactions in a timely manner over sales, delayed, canceled flights, and any issues related to lost/damage luggage.
- Provided legal support by assembling documentation for settlement action
- Prepared all documents required to file cases, including briefs.
Account Health Support Specialist - DE
Amazon Pvt. Ltd.
01.2023 - 07.2023
- Played a crucial part in ensuring the health and success of Amazon seller account including writing appeals for complaints, responding to buyer seller messages, and opening/managing cases to resolve issues effectively.
- Created to request a purchase of goods and services from external suppliers.
- Proactively monitored account health metrics, identified potential issues, and took corrective actions to ensure compliance with Amazon policies.
- Maintained accurate records of appeals, case resolutions, and communication with Amazon support.
- Collaborated with cross-functional teams, including sales/order management, marketing and operations.
Sr. Customer Executive ( German Practitioner, CRM Operations )
Concentrix – (Project: Amazon)
08.2021 - 12.2022
- Addressed customer inquiries, concerns, and grievances in German and English language across multiple communication channels such as telephone, email, live chat, or social media.
- Delivered prompt and accurate information to ensure the utmost customer satisfaction.
- Mentored new hires.
Education
German Language - (A1-B2.2) -
Goethe Institute, Max Mueller Bhavan
New DelhiBachelor of Arts - English Literature, History And Sociology
Govt. G.D. Girls College, Matasya University
Alwar, RajasthanSkills
IT Service Desk Support
ITIL Foundations (Incident, Request, Change Management)
Client Communication & Technical Support
Remote Desktop & Technical Issue Resolution
Multilingual Support (English & German)
Certification
SAP (material management)
Hobbies and Interests
- Exploring other cultures/languages
- Designing and Artistic activities
Timeline
SAP (material management)
07-2025
ITIL
04-2025
Senior Administrator
Wipro
03.2025 - Current
Application Developer (Project: VWFS, BRM/CCF)
Realmsoft Solutions | Syntel Private Limited
08.2024 - 02.2025
Contact Center Associate
IGT Solutions and technologies (Project: Lufthansa)
08.2023 - 06.2024
Account Health Support Specialist - DE
Amazon Pvt. Ltd.
01.2023 - 07.2023
Sr. Customer Executive ( German Practitioner, CRM Operations )
Concentrix – (Project: Amazon)
08.2021 - 12.2022
German Language - (A1-B2.2) -
Goethe Institute, Max Mueller Bhavan
Bachelor of Arts - English Literature, History And Sociology
Govt. G.D. Girls College, Matasya University