SHIVANGI SINGH
Bangalore
Work Preference
Summary
Dynamic and results-driven professional with proven experience in delivering high-quality customer support and technical solutions. Strong expertise in analytical tools, ticketing systems, and remote support environments, with a track record of driving efficient issue resolution and SLA compliance. Recognized for leadership capabilities, including guiding teams through complex workflows and supporting process improvements aligned with business objectives. Brings a proactive, collaborative approach to problem-solving, with a strong commitment to continuous learning and operational excellence.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Service Desk Analyst - (L2)
MPHASIS
06.2024 - 01.2026
- Managed financial governance and operational metrics through ServiceNow, prioritizing high-impact issues to meet performance targets, strengthen business partnerships and ensure operational continuity.
- Developed strong business partnerships with key stakeholders for high-priority issues, documenting actions and leading cross-functional resources to resolve critical business impacts and improve customer satisfaction metrics.
- Promoted to Subject Matter Expert (SME) on 2025-10-14; led cross-functional operational initiatives, functioned as interim team lead during major incidents, and influenced team members on workflow optimization and analytical best practices.
- Established and maintained comprehensive governance documentation; produced and updated knowledge base resources to improve operational efficiency and implement sustainable cost reduction processes.
- Created analytical Management Information System (MIS) reports and Power BI dashboards to track key performance indicators and service level metrics, utilizing data insights to recommend strategic cost optimization initiatives and process improvements.
- Recognized as Employee of the Month (Jul 2024; Feb, Apr, Jun, Oct 2025) for exemplary financial governance and stakeholder commendations.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Discussed customer concerns regarding product usage, billing or order issues to promote improved user experience.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Human Resources Intern
Maxvera
01.2024 - 04.2024
- Worked with HR team to coordinate company events.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Updated and maintained employee records to respond quickly to requests for information.
- Developed strong written and verbal communication skills.
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews.
- Coordinated employee engagement events to foster positive relationships among colleagues and improve workplace morale.
- Organized and maintained personnel records, ensuring compliance with legal requirements.
- Reviewed and updated HR policies to reflect current laws and best practices.
Marketing Intern
MEELAN E - TECH
06.2023 - 07.2023
- Executed strategic content planning and calendar management using data visualization tools; analyzed engagement metrics to optimize business strategies and improve financial outcomes.
- Partnered with cross-functional teams on creative assets and conducted performance analytics to inform strategic business decisions and resource optimization.
- Assisted in creating written, video, and image content for marketing channels.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Conducted market research to identify target audiences and optimize marketing efforts.
- Supported marketing team in launching new products, which resulted in positive initial customer feedback.
Business Development Executive (Intern)
OMNI JOBS
05.2022 - 06.2022
- Initiated and managed an Instagram business channel to build brand presence and develop strategic business partnerships.
- Performed targeted stakeholder outreach strategy and supported initial lead qualification to optimize conversion rates and revenue forecasting.
- Analyzed lead activity metrics to develop strategic follow-up processes and inform data-driven business decisions.
- Cultivated a strong social media presence, enhancing brand awareness and attracting new leads.
- Generated high-quality leads by utilizing various prospecting tools such as LinkedIn Sales Navigator or ZoomInfo Proactively identified client pain points, offering tailored solutions that addressed their needs directly Coordinated meetings between company
Education
BBA - Business Analytics
Kristu Jayanti College
Bengaluru06-2024
Skills
Proficient in data analysis with MS Excel
Power BI data visualization
Root cause analysis
Cross-Functional Team Leadership
Financial Metrics & Analytics
Management Information Systems (MIS)
Problem-solving abilities
Analytical thinking
Effective communication
Observational Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Service Desk Analyst - (L2)
MPHASIS
06.2024 - 01.2026
Human Resources Intern
Maxvera
01.2024 - 04.2024
Marketing Intern
MEELAN E - TECH
06.2023 - 07.2023
Business Development Executive (Intern)
OMNI JOBS
05.2022 - 06.2022
BBA - Business Analytics
Kristu Jayanti College