Summary
Overview
Work History
Education
Skills
Technical Skills
Accomplishments
Timeline
Generic
Shivani Shah

Shivani Shah

Vadodara

Summary

Proactive and dedicated professional with a strong background in client management, technical support, and software implementation. Demonstrated expertise in analyzing client needs and delivering tailored solutions to enhance satisfaction. Experienced in configuring and implementing electronic health records for smooth transitions and optimal functionality. Skilled in troubleshooting technical issues and efficiently managing projects in fast-paced environments. Committed to building strong client relationships and driving successful implementation outcomes that support organizational growth.

Overview

10
10
years of professional experience

Work History

Configuration Analyst I

Qualifacts
Vadodara
08.2022 - Current
  • Gaining a comprehensive understanding of both CareLogic and Credible functionalities.
  • Configuring and testing assigned domain modules iteratively to identify issues early and prevent delays in data import.
  • Collaborating closely with the product team to define client profiles and necessary configurations.
  • Configuring data fields required for billing and generating state and other reports as needed by the implementation team.
  • Designing forms according to client and state requirements, including any necessary templates.
  • Cross-trained on multiple platforms, including Credible, CareLogic, and Insync, across various modules.
  • Setting up third-party services as requested by clients and providing training on their features while also collaborating with vendors.

Customer Support Cum Help Desk Associate

WPG Technologies Pvt Ltd
Ahemdabad
04.2021 - 07.2022
  • Daily monitoring of network alerts to ensure operational efficiency.
  • Managing and addressing Jira tickets on a daily basis.
  • Coordinating with clients and Internet Service Providers (ISPs) to resolve network or circuit issues.
  • Responding to client inquiries within established Service Level Agreements (SLAs).
  • Remotely accessing customer systems to troubleshoot issues and install various software and printers.
  • Administering Microsoft Office 365, including user management in Active Directory.
  • Assigning licenses for applications such as Adobe Pro, Veeva Vault, Visio, and MS Project.
  • Setting up Wyse devices and troubleshooting any issues that arose.
  • Escalating tickets to Level 2 and Level 3 support as necessary, ensuring timely resolution within SLAs.
  • Maintaining internal databases with updates on technical issues and key discussions with clients.

Customer Support Executive

Vodafone Intelligent Solutions
Ahemdabad
08.2019 - 04.2021
  • Handled voice interactions for New Zealand customers in both consumer-to-consumer (C2C) and business-to-consumer (B2C) contexts.
  • Resolved technical queries related to fixed landlines, VoIP, broadband, and television services.
  • Managed customer escalations by raising and tracking support tickets.
  • Conducted remote troubleshooting to ensure prompt issue resolution within established SLAs.
  • Provided exemplary customer service, fostering strong relationships with clients.
  • Multitasked effectively across multiple software applications during customer interactions.
  • Collaborated with upper management to implement improvements for enhanced customer satisfaction.
  • Maintained adherence to quality standards and consistently met monthly performance targets (KPIs such as NPS, AHT, FCR, and Schedule Adherence).
  • Recognized as the Top Performer of the Year for 2019-2020 for exceptional contributions to team success.

HR Executive

Bic Cello (India) Private Limited
Vapi
12.2017 - 05.2019
  • Managed daily time and attendance records for employees.
  • Maintained daily and monthly Management Information System (MIS) reports.
  • Processed monthly payroll accurately and on time.
  • Organized and executed employee engagement activities to enhance workplace culture.
  • Handled full and final settlement documents for departing employees.
  • Coordinated joining and exit formalities to ensure smooth transitions.
  • Prepared monthly and yearly training calendars based on training needs identification (TNI).
  • Developed job descriptions (JDs) for various positions within the organization.
  • Addressed and resolved employee grievances effectively.

Event Coordinator Intern

Agnel Events
Vapi
01.2015 - 11.2017
  • Collaborated with clients to identify their needs and ensure high levels of customer satisfaction.
  • Planned and coordinated event itineraries in collaboration with vendors, maintaining timelines throughout the event.
  • Prepared detailed event schedules to ensure smooth operations.
  • Coordinated timely transportation for clients to enhance their event experience.
  • Supervised production to ensure all aspects of the event ran smoothly.
  • Managed hospitality desks during wedding events, providing support and information to guests.
  • Oversaw artist management, ensuring performers were well-coordinated and supported.
  • Handled special entry management for wedding events, ensuring a seamless experience for guests.
  • Managed logistics to ensure all event components were executed efficiently.

Education

Bachelor of Engineering - Information Technology

Laxmi Institute of Technology
Sarigam
01-2017

Diploma - Event Management And PR

National Academy of Event Management & Development
Goregaon West, Mumbai
01-2017

Higher Secondary Education -

Shree Swaminarayan Gurukul (CBSE Board)
Chala, Vapi
01-2013

Secondary School Education -

Shree Swaminarayan Gurukul (CBSE Board)
Chala, Vapi
01-2011

Skills

  • Customer Support
  • Excellent Communication
  • Interpersonal Skills
  • Decision-Making
  • Attention to Detail
  • Active Listening
  • Problem-solving abilities
  • Materials Preparation
  • Training Needs Analysis
  • Reporting and documentation
  • Implementation and configuration
  • Adaptability and Flexibility

Technical Skills

  • Basic Understanding of SQL and DBMS.
  • MS Office.
  • Ticketing Tools - Siebel, Clarify, Jira, Salesforce.

Accomplishments

  • Certificate of Atlassian Agile Project Management – Professional Certificate
  • Achieved "Leading" Ranking in Qualifacts for the year 2022-2023.
  • Six- Sigma While Belt Certified
  • Top Performer at Vodafone Intelligent Solutions for the year 2019-2020.
  • Awarded as Best Secretary from Rotaract Club in District 3060 (2016-2017).
  • “A” Grade in C Language Certification from NICT.

Timeline

Configuration Analyst I

Qualifacts
08.2022 - Current

Customer Support Cum Help Desk Associate

WPG Technologies Pvt Ltd
04.2021 - 07.2022

Customer Support Executive

Vodafone Intelligent Solutions
08.2019 - 04.2021

HR Executive

Bic Cello (India) Private Limited
12.2017 - 05.2019

Event Coordinator Intern

Agnel Events
01.2015 - 11.2017

Bachelor of Engineering - Information Technology

Laxmi Institute of Technology

Diploma - Event Management And PR

National Academy of Event Management & Development

Higher Secondary Education -

Shree Swaminarayan Gurukul (CBSE Board)

Secondary School Education -

Shree Swaminarayan Gurukul (CBSE Board)

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Shivani Shah