Shiana Drabu

Accenture Solutions Private Ltd

12.2022 - Current

Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
Developed comprehensive documentation to facilitate knowledge sharing among team members.
Answered customer support inquiries via servicenow portal.
Collaborated with cross-functional teams to implement solutions that enhanced system performance.
Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
Monitored system performance to identify potential issues.
Developed and maintained accurate documentation of implemented solutions, ensuring that knowledge transfer occurred effectively between team members and clients.
Maintained knowledge of Incident management, Change management, Service request, and been an active part of TR deployments.

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