Shefali Pawar
Nagpur
Summary
Hardworking employee with customer service, multitasking, and time management abilities. 3 Years of experienced professional with a strong background in technology-related roles. Worked with NOVARTIS an PHARMA Company as a client and U.S, EUROPE. Proficient in software development, system administration, and technical support. Skilled in problem- solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate
Cognizant technology solution
Hyderabad
11.2021 - 07.2024
- Developed and maintained relationships with clients through regular communication and meetings.
- Monitored KPIs, such as response time, resolution rate, and service level agreement compliance, to evaluate performance levels against targets.
- Developed and significantly grew assigned territory using strong engagement and marketing skills.
- Organized and managed client projects from inception to completion, ensuring quality assurance standards were met.
- Conducted weekly team meetings to review project progress, assigned tasks, and scrum meets.
- Generated detailed reports on project performance for senior management.
- Identified areas of improvement in the client delivery process and developed strategies to optimize efficiency.
- Collaborated with cross-functional teams to ensure timely delivery of services according to customer requirements.
- Provided technical expertise in advising customers on best practices for utilizing products or services.
- Resolved customer complaints promptly and professionally, escalating issues as appropriate.
- Coordinated with internal departments to provide end-to-end solutions for customers' needs.
- Tracked service metrics, managing budgets and troubleshooting technical issues.
- Provided support during product launches by responding quickly to queries from users.
- Experience in ITSM modules (incident, problem, Change, CMDB, and asset service catalog). Hands-on experience on Service Portal and Customization of form fields and workflow.
- Expertise in ITIL 4 process. Understanding of Agile way of working.
- Interfacing with all levels of the application protocol stack. Creating and executing a performance test strategy and test plans.
- Working on vulnerabilities and managing the. Problems occur in the application with the help of AR tools.
Education
Bachelors of Engineering - Electronic And Telecommunication
GH. Raisoni College of Engineering And Technology
Nagpur04-2021
Skills
- Business strategies
- Leadership Quality
- IT Management
- IT Service Management
- Multitasking
- Manage budgets and timelines
- Build relationships and networks
- ITIL 4 Process
- Scrum Handling
- Servicenow (ITSM)
- SQL Database
- IOT Industrial 40
- Risk Management
- Collaboration
- Cost Accounting
- JIRA
- Agile
Certification
- Scrum Master Certification + Agile Scrum Master Certification.
- Servicenow ITSM Process (2024).
- Introduction to service Management with ITIL 4 (2022). SQL and Database design(2021).
- Relational Database design (2021).
- C/C++Certification .
- Python Certification.
- Android Development By IIT Bombay.
- Robotics.
Accomplishments
- Performer of the year (2023) recognition award.
- Student of the year(2021).
- Best ALUMINI student Award.
- Class representative and President of department . First ranker in department with 89.9%.
Timeline
Associate
Cognizant technology solution
11.2021 - 07.2024
Bachelors of Engineering - Electronic And Telecommunication
GH. Raisoni College of Engineering And Technology
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