Sharol Gracious
New Delhi,India
Summary
Dynamic Control Centre Dispatch Agent at IBM with a proven track record in incident management and resource dispatch. Expert in real-time status reporting and professional customer interaction, ensuring compliance and effective escalation handling. Recognized for enhancing communication efficiency and maintaining high standards in data protection and security.
Accomplished Customer Service Representative for 3 years at IBM, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Control Centre Dispatch Agent
IBM
02.2021 - 04.2026
Monitor and manage incidents through the control centre, ensuring timely and accurate dispatch of resources.
Coordinate with technical teams and external stakeholders to resolve issues efficiently.
Maintain clear communication and provide real-time updates to relevant teams.
Adhere to data protection, security, and compliance standards at all times.
Log, track, and update incidents using internal systems in line with company procedures and SLAs.
Backend Office Executive
British Council
01.2020 - 03.2020
Maintained all hard copy and digital files using
• Established and maintained back office system for storing new and existing client profiles.
• Managed information on company databases for different organizational activities to track history and safeguard accurate information.
• Created and maintained company records and used software to review and monitor data.
Education
Bachelor of Arts - Elective English
Jesus And Mary College
2020
Associate of Arts -
Loreto Convent School
2016
Skills
Clear verbal & written communication
Timeline
Control Centre Dispatch Agent
IBM
02.2021 - 04.2026
Backend Office Executive
British Council
01.2020 - 03.2020
Bachelor of Arts - Elective English
Jesus And Mary College
Associate of Arts -
Loreto Convent School