Shakila Gunasekar
Chennai
Summary
Experienced Customer Service and Product Support Specialist with 10 years in the field, including 5 years as a Subject Matter Expert. Specialized in troubleshooting and resolving technical issues for Honeywell airplane shaft equipment. Focused on delivering efficient solutions that enhance customer satisfaction and support business goals. Committed to continuous improvement and capable of mastering new challenges independently.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Process Specialist - Product Support
Infosys Ltd
Chennai
03.2022 - 08.2025
- Managed airshaft products, addressing client tickets in ServiceNow with specialized techniques to ensure timely resolution.
- Coordinated with external PS teams to efficiently resolve technical issues, enhancing overall service quality.
- Identified and researched problems through SOPs and manuals for effective troubleshooting.
- Escalated unresolved issues to service engineers, documenting as new case studies.
- Implemented hypotheses promptly and updated case studies for future reference.
- Analyzed data in MS Excel to develop dashboards that provided insights for proactive decision-making.
Process Associate - Product Support
Capgemini PVT Ltd
Chennai
11.2019 - 03.2022
- Optimized data processing workflows in supply chain operations at Syngenta (Europe), improving data retrieval and processing speed.
- Transformed and loaded extensive datasets into SAP, enhancing supply chain management efficiency.
- Collaborated with clients via MS Teams to analyze and validate label values for pesticides and insecticides, enhancing compliance and accuracy.
- Executed daily operational tasks, ensuring efficient workflow and timely service delivery.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Process Associate
Infosys Ltd
Chennai
02.2016 - 11.2019
- Directed content management initiatives at Warner Bros. to ensure service level agreement compliance and high-quality production.
- Entertainment, emphasizing service level agreement compliance and quality production.
- Conducted quality audits on various projects to uphold industry standards and enhance overall project integrity.
- Utilized master data management tools like SAP, Atom, Salesforce, and XML to enhance data accuracy.
- Provided basic troubleshooting support for software and hardware challenges within the team.
- Managed project timelines to facilitate timely completion of deliverables and meet stakeholder expectations.
Meta Data Executive
To The New Pvt Ltd
Noida
01.2015 - 02.2016
- Delivered high-quality results in content management at Warner Bros Entertainment, consistently meeting service level agreements for quality, audit, and production.
- Gained extensive experience in Master Data Management, utilizing MDM tools like SAP, Reltio, and Winshuttle to manage and maintain data accuracy.
- Developed strong attention to detail and process compliance while working efficiently in fast-paced environments.
Education
B.E - Computer Science Engineering
Anna University / SMEC
Chennai, India06-2013
Skills
- ServiceNow / Zendesk expertise
- SAP / SHANA (Material Master)
- Workflow optimization, BOM
- ITIL CERTIFIED
- Quality assurance processes
- Data analysis and visualization
- Dashboard creation and management
- HTML / XML
- POWER BI, MS OFFICE, Advanced EXCEL
- Problem identification and solving
- SOP research and documentation
- Case study development
- Customer relationship management
- Time management strategies
- Effective communication skills
Accomplishments
- STAR Performance Award: Achieved the STAR Performance Award for SLA and quality metrics, with client appreciation for the year 2023.
- Individual Extra Miller Award: Best performer award for handling special requests, being very supportive, and delivering projects within SLA. Received client appreciation for the year 2024.
Languages
English
Intermediate (B1)
B1
Tamil
Upper Intermediate (B2)
B2
Certification
ITIL V4 Foundation
Affiliations
Learning new activities.
Timeline
Process Specialist - Product Support
Infosys Ltd
03.2022 - 08.2025
Process Associate - Product Support
Capgemini PVT Ltd
11.2019 - 03.2022
Senior Process Associate
Infosys Ltd
02.2016 - 11.2019
Meta Data Executive
To The New Pvt Ltd
01.2015 - 02.2016
B.E - Computer Science Engineering
Anna University / SMEC