RASHI CHOWDHURY

● Incident and Request Queue management

● Creating sop/EA tickets

● Laptop SLO scrub

● Worked on multiple tools to track tickets, engineers.

● Report pulling and tracking as well as analysis to track progress.

● Sending reports to team to analyse daily/weekly/monthly progress.

● Assigning tickets and analyse C tasks and catalogue tasks.

● Auditing and scrubbing tickets to ensure they are in the right queue.

● Creating pivot data tables and power points to present data to clients about weekly and monthly progress.

● Ageing emails and handling Worley escalations.

● Have ensured 12% overall reduction in ticket time acknowledgement, thus improving SLA and ensure better resolution.

● Tickets regarding queries of payment, banking details, grievance, holiday and I have good knowledge in Zendesk, oracle, work and pay, HMRC

● Setting up a starter record and generation of contract and offer letter as well as creating position

● Generating manual contract, Updating bank details, Salary change

● Processing reinstatement and leavers

● Coding holiday, unpaid absence, sickness

● Correct termination and reverse termination

Processing DIS leaver and calculating pay as well as minus hours, basic pay and processing payment to employees

● Online chats and e-mail support to the customers regarding there broadband and network related issues.

● Provide one chat resolution to end users who are facing issues with their television, phone line as well as mobile.

● Managed over 50 customer queries every day

● Cross trained on Billing, sales and invoicing.

● Provide one chat resolution to end users who are facing issues with their television, broadband, phone line as well as mobile

● Assisted clients with preparing financial plans, conducting investment research and completing trades and transactions to assess and meet financial goals.