Saloni Gandhi

CompuCom Systems

06.2022 - Current

Lead a team of 10+ professionals, managing daily workflows, quality standards, and escalation resolutions.
Act as a mentor and coach, delivering regular feedback sessions, training plans, and career growth support.
Collaborate with leadership on strategic planning and continuous improvement initiatives.
Collaborated with team members to maintain consistency in service delivery and support quality.
Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
Partner with stakeholders to identify and implement process improvements, optimizing both delivery and back-end systems.
Track and report on KPIs, team performance, and quality metrics to senior leadership.
Streamlined service desk operations for improved efficiency and response times.
Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
Created comprehensive documentation of processes and procedures to aid in training new technicians.
Provided excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
Boosted team morale and productivity through effective leadership and clear communication.
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.