SHRADDHA DWIVEDI

With over 7 years of experience, I am a dedicated professional recognized as a trusted leader and problem solver. I am passionate about driving company objectives through meticulous attention to detail, ensuring the flawless execution of projects and improvement initiatives. I have developed strategic plans to enhance support operations, focusing on efficiency and effectiveness. By collaborating with cross functional teams and supervising technical support, I ensure exceptional service and customer satisfaction. I regularly analyze performance metrics, provide feedback, and manage incident processes for swift resolutions.

Certified Professional Project Manager (CPPM), IIM- Indore

1. ADAM (Helpdesk) Modifications
Associate Manager  (Oct 2023 – Current)

Description:
- Implemented the Order ID domain search feature on the Helpdesk, allowing clients to directly select the relevant product category for support.  
- Enhanced client interactions by displaying relevant forum posts and self-help articles, keeping users informed about product downtimes.  
- Improved operational efficiency by reducing the reliance on live support through automated solutions and streamlined processes.  
- Led the end-to-end process, from designing the process layout and preparing the Product Requirements Document (PRD) to executing comprehensive testing of use cases to ensure seamless process flow.  
- Collaborated with stakeholders to keep them updated on new developments, ensuring alignment with business objectives.  
- Conducted post-implementation analysis of pre and post-change data, using data-driven insights to assess success and refine the process for optimal outcomes.  

Technologies/Tools : ADAM Helpdesk, Pulse, CRMs, Data Analytics.  

Impact: Introduced automated solutions to reduce the workload on live support agents.  

2. Disposition with New Tags Implementation  
Senior Team Lead  (Jan 2023 – Mar 2023)  

Description:
- Led a project to revamp the task categorization system by introducing a new tagging methodology, significantly improving task tracking, reporting accuracy, and operational efficiency across the support team.  
- Designed and implemented a new tagging structure to allow more precise categorization of customer issues and support tasks.  
- Collaborated with cross-functional teams, including support agents and development teams, to integrate the new tagging system into the existing CRM.  
- Conducted training sessions for support agents, ensuring seamless adoption of the new system across the team.  
- Monitored the system post-implementation to address any challenges and ensure consistent usage.  
- Refined the tagging structure based on feedback and performance metrics to enhance its functionality.  

Technologies/Tools : CRM (Salesforce), Quicksight Reports.
Impact:
 - Improved the accuracy of task reporting and tracking, increasing operational visibility for management.  
 - Enhanced accountability within the support team by enabling more transparent task categorization and ownership.  
 - Streamlined internal workflows, allowing agents to quickly identify, prioritize, and address issues based on their tags.  
 - Increased efficiency in generating performance reports and analyzing support trends, leading to data-driven improvements in customer service.  

3. Incident Management Process Streamlining  
Team Lead  (Nov 2021 – Dec 2022)  

Description:
- Optimized incident management workflows by introducing industry best practices, eliminating bottlenecks, and streamlining operations.  
- Collaborated with Subject Matter Experts (SMEs) to refine processes, ensuring critical incidents were escalated and resolved quickly.  
- Automated key steps in the incident handling process and implemented advanced reporting to improve tracking, escalation, and resolution of incidents.  
- Established better communication channels between teams and stakeholders, ensuring timely updates on incident status and progress.  
- Achieved measurable improvements in service-level agreements (SLAs), reducing downtime and enhancing response and resolution times.  
- The faster resolution of incidents and improved service reliability led to increased customer satisfaction.  

Technologies/Tools : Incident Management using ServiceNow, Quicksight Reports
Impact: Led the resolution of critical outages and managed customer communication

4. Skill-Based Routing System
Team Lead  (Oct 2021 – Dec 2021)  

Description:
- Spearheaded the design and implementation of a skill-based routing system that efficiently directed customer inquiries to the most appropriate support agents, improving both operational efficiency and customer satisfaction.  
- Designed and implemented a routing system that categorized customer queries into Non-Hosting and Hosting queues, ensuring specialized issues were handled by experts in those domains.  
- Developed criteria and rules for routing inquiries based on agent skill sets, optimizing resource allocation.  
- Collaborated with technical and operational teams to integrate the routing system into the existing support infrastructure.  
- Conducted user training and provided continuous support to agents to ensure smooth adoption of the new system.  

Technologies/Tools : CRM (Salesforce), Quicksight Reports
Impact:
 - Reduced average resolution time by 20% by directing inquiries to the most suitable agents.  
 - Improved resource management, ensuring that agent workloads were balanced based on expertise.  
 - Achieved a significant increase in customer satisfaction due to faster and more accurate issue resolution.  
 - Enhanced operational performance and contributed to better team productivity by minimizing the number of escalated cases.