Riya Mishra
Nagpur
Summary
Proactive and customer-focused Service Desk Associate and Customer Service Executive with hands-on experience in delivering IT support and client assistance across international markets. Skilled in resolving complex technical and service-related issues via voice and chat, while consistently exceeding performance metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT). Proficient in tools like ServiceNow and Active Directory, with a strong background in multichannel support, SLA compliance, and process efficiency. Adept at thriving in fast-paced, 24/7 support environments, with a solutions-driven mindset and a passion for enhancing customer experience.
Overview
1
1
year of professional experience
Work History
Service Desk Analyst
HCL technologies
Nagpur
01.2025 - Current
- Provided 24/7 IT support to international clients across various time zones via phone, email, and chat.
- Handled a wide range of technical issues, including software troubleshooting, system errors, VPN connectivity, email configuration, and password resets.
- Used ServiceNow for incident management, and Active Directory for user account administration and access rights.
- Maintained an average First Call Resolution (FCR) rate of 88% and a CSAT score of 93%, consistently exceeding team benchmarks.
- Reduced ticket escalation by 30% through proactive resolution techniques and clear user communication.
- Monitored SLA compliance and ensured timely ticket closures, with detailed documentation.
- Recognized by the team lead for quick resolution during high-volume service windows, and strong end-user communication.
Customer Service Executive
Hexaware Technologies
Nagpur
03.2024 - 08.2024
- Resolved over 5,000 customer inquiries across voice and chat channels, with a consistent 95% customer satisfaction rate.
- Achieved a 90% First Contact Resolution (FCR) rate, surpassing team performance goals.
- Reduced average handling time by 95% through effective communication and strategic issue prioritization.
- Maintained service excellence in a high-volume, fast-paced environment by adhering to quality assurance standards and SLA timelines.
- Recognized for delivering timely, empathetic, and accurate support that enhanced the overall customer experience.
Education
MBA - Human Resources Management
Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur10-2023
BBA - Human Resources Management
Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur08-2021
Skills
Customer support and service excellence
- Voice and chat support
- First contact resolution (FCR)
- Customer satisfaction (CSAT) management
- Service level agreement (SLA) compliance
- Conflict resolution and de-escalation
- Empathy and active listening
Technical proficiency
- Incident and ticket management
- Troubleshooting (software, VPN, email, login issues)
- Password resets and access management
- User account handling (Active Directory)
- Remote desktop support
Tools and platforms
- ServiceNow
- Active Directory
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM and ticketing systems
Professional strengths
- Attention to detail
- Adaptability in fast-paced environments
- Strong written and verbal communication
- Multitasking and time management
- Collaboration and teamwork
Timeline
Service Desk Analyst
HCL technologies
01.2025 - Current
Customer Service Executive
Hexaware Technologies
03.2024 - 08.2024
MBA - Human Resources Management
Rashtrasant Tukadoji Maharaj Nagpur University
BBA - Human Resources Management
Rashtrasant Tukadoji Maharaj Nagpur University
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