SHARON P JACOB
Coimbatore
Summary
To succeed in an environment of growth and excellence . I am seeking a position in the Workplace Services Industry focusing on operational management and process improvements. Worked with large cross cultured teams and a seasoned manager on Global Service transitions and Operations, Managing Queues, Working on Incidents, Requests, Problem Records, Change Requests.
Overview
5
5
years of professional experience
Work History
Analyst | Finance Help Desk Core Contact Center
Deloitte Support Services India Private Limited
01.2023 - Current
- Providing support related to Swift - Client to Cash (CTC) and Process to Pay (PTP) for US/USI, Swift Transaction Codes and Possess a strong knowledge on DTE. Subject Matter Expert: Possess deep knowledge in application support areas (Application Names/Geography) to provide advanced troubleshooting and resolve complex issues. Knowledge Sharing & Collaboration: Foster strong relationships to facilitate knowledge sharing, identify contact drivers, and contribute to a robust knowledge base for improved FCR, CSAT, AHT and other organizational matrices. Maintaining Employee satisfaction by implementing better ways to address Employees needs and queries. Contribute to constant improvement by sharing and implementing ideas and process related information with the team. Process & Continuous Improvement: Adhere to established processes. Ownership & Initiative: Take ownership of unassigned escalations, monitor ticket queues, and demonstrate initiative by assisting frontline analysts. Communication & Learning: Actively participate in meetings to stay current on deployments and best practices, continuously enhancing ability to provide effective support. Teamwork & Mentorship: Providing Knowledge Transfer to the New Joiners. Engage assisting colleagues with support real-time. Worked on Service Now and AWS
- Proactive escalations and ownerships of client concerns wherever necessary
- Secondary function includes providing support to level 1 agents - which includes key attributes like appropriate technical troubleshooting, clear documentation of the steps performed
- Effective follow-ups and ensure closure of unresolved issues
- Adherence to organizational hygiene, maintaining CSAT, AHT and other organizational matrices
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Responsible to manage the incoming ticket volume and dispatch it to the team
- Far-reaching experience on ITIL framework and processes used in production support environment
- Provide Knowledge Transfer to the new joiners
- Involved upskilling the new employees in the team
- Engage assisting colleagues with support real-time.
Senior Technical Support Representative
Kyndryl Ind Pvt Ltd
11.2021 - 12.2022
- Proactive escalations and ownerships of client concerns wherever necessary
- Secondary function includes providing support to level 1 agents - which includes key attributes like appropriate technical troubleshooting, clear documentation of the steps performed
- Effective follow-ups and ensure closure of unresolved issues
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Responsible to manage the incoming ticket volume and dispatch it to the team
- Far-reaching experience on ITIL framework and processes used in production support environment
- Provide Knowledge Transfer to the new joiners
- Involved upskilling the new employees in the team
Technical Support Representative
IBM Ind Pvt Ltd - Kyndryl Ind Pvt Ltd
05.2019 - 11.2021
- Respond to the On-call request from the customer
- Handson experience with ServiceNow, ISM and Microsoft Remote Desktop Tools
- Acknowledge and assist users via remote using Teams/RDP tool
- Create and document customer queries in the ServiceNow tool
- Troubleshoot the system related issue and escalate unresolved to the Tier2 Teams
- Follow-up on the issue and co-ordinate with Tier 2 team and customer for the issue resolution
- Ensure customer satisfaction throughout the interaction.
Education
MA - English Literature
ANNAMALAI UNIVERSITY
Coimbatore, Tamil Nadu05.2023
BA - English Literature
SRI KRISHNA ARTS AND SCIENCE COLLEGE
Coimbatore, Tamil Nadu05.2019
Skills
- SAP and SWIFT
- DTE
- Operating System: Windows XP, 7,8, 10, macOS
- Tools: MS Office Tools (Word, Excel, PowerPoint)
- Service delivery
- Key Result Areas
- Incident Management
- Technical troubleshooting
- Application support
- Staff Management
- Technical Support
- Agile Methodology
- Active Directory
- EXPERIENCE
- Service level agreements
- Operation Level Agreement
- Customer support
- Quality control guidelines
- Managing service level agreements
- Customer de-escalation
- Scheduling
- Office 365
- ITIL Concepts
- Managing Queues
Accomplishments
- ITIL V4 Foundation
- IBM Agile Explorer
- IBM Enterprise Design Thinking Practitioner
Languages
English
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Tamil
Upper intermediate (B2)
Kannada
Advanced (C1)
Hindi
Intermediate (B1)
Mothersname
Lally Prakash
Maritalstatus
Unmarried
Fathersname
Prakash Jacob
Personal Information
- Date of Birth: 11/16/1998
- Gender: Female
- Nationality: Indian
Timeline
Analyst | Finance Help Desk Core Contact Center
Deloitte Support Services India Private Limited
01.2023 - Current
Senior Technical Support Representative
Kyndryl Ind Pvt Ltd
11.2021 - 12.2022
Technical Support Representative
IBM Ind Pvt Ltd - Kyndryl Ind Pvt Ltd
05.2019 - 11.2021
MA - English Literature
ANNAMALAI UNIVERSITY
BA - English Literature
SRI KRISHNA ARTS AND SCIENCE COLLEGE
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