Shubhangi Kabra
Bangalore
Summary
Passionate about providing best in class customer experience with ownership and accountability. Highly skilled in operation management and implementation of policies, procedures, and key performance metrics. Sound ability to identify opportunity areas and work with various cross functional teams to improve the operational efficiency. Hands-on experience in project and program management in all stages including requirement definition, design architecture, testing and support. Pattern and dependency recognition: identifying issues based on patterns and events. Recognized as a key team player to bring in innovative ideas to resolve complex customer issues through automation in tools and processes.
Overview
7
7
years of professional experience
Work History
Renewal Reference Specialist
ADECCO INDIA PRIVATE LIMITED at Cisco
06.2023 - Current
- Analyzed customer data to identify renewal opportunities.
- Processed renewal orders in a timely manner according to company standards.
- Identified opportunities for customers to upgrade their services during the renewal process.
- Collaborated with sales team members on strategies for successful renewal.
- Tracked progress of each renewal to get accurate renewal metric accordingly based on results.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked closely with sales team to convert leads into long-term customers.
Program Manager
Webhelp India Pvt. Ltd at Cisco
01.2022 - 06.2023
- Single Point of Contact for incident management and escalation for Program ZORO
- Gained experience working with Cisco Customers, Cisco Partners and various internal Cisco Team like Sales, CX, Operations, Compliance
- Collaborated with Cisco TAC to automate health assessment process for program ZORO – enabling us to improve the time taken to complete an assessment
- Provided valuable inputs and insights to Cisco IT towards building the ZORO partner portal – This portal receives 400 requests from partners in a month
- Managed escalations from Customers, Partners, and Cisco team seamlessly ensuring timely resolution to the various complex health assessment engagements like BSNL, Fiber@Homes, Sify, BBSC to name a few
- Published Dashboards and various types of reports using Cisco Ready, CCW, CSOne for the business stakeholders
- Created case studies to showcase the best practices that we have successfully implemented in program ZORO
- Have supported critical escalations during non-business hours and weekends to ensure the key opportunities are closed in a timely manner
- Established good partnership with various internal and external stakeholders to align towards process compliance and business growth
Business Analyst
Adecco at Cisco Systems
Bangalore
01.2019 - 06.2023
- Created detailed process flows and user stories to document system requirements and design solutions.
- Collaborated with stakeholders to define features, integrations and partnerships.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Improved processes and procedures to achieve key performance metrics.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Reviewed existing policies and procedures against industry standards for compliance purposes.
- Performed cost-benefit analysis of proposed changes to business processes.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Gathered feedback from end users regarding usability issues related to applications or systems.
Customer Service Executive
Tech Mahindra
Pune
10.2017 - 01.2019
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries.
- Ensured that all customer queries were handled quickly and professionally.
- Generated ideas for improving workflows across the organization's various teams.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Explained benefits and advantages of different service offerings to customers.
- Communicated effectively with team members to ensure timely response times for customers.
Software Developer
HM IT Solutions
Pune
12.2016 - 04.2017
- Created applications using HTML, CSS, JavaScript, and other programming languages.
- Designed database structures to store data securely and efficiently.
- Managed website updates to align with corporate needs.
- Managing the critical customer data with SQL database with optimized queries
- Integrated the capability to fetch data from different forms as details of agent, customers, and SIM regarding information
Education
Master of Computer Applications (MCA) -
Sinhgad institute of Management
05.2017
Bachelor's in computer application (BCA) -
Mewar Girls college
05.2014
Senior Higher Secondary -
Rajasthan Board
05.2011
Secondary school -
Rajasthan Board
05.2009
Skills
- Demonstrated excellent client interaction skills, including an ability to build rapport at all levels of the organization
- Strong interpersonal skills: Ability to manage, work with, and guide multiple opinions and personalities to reach a common goal
- Decision making ability within specified parameters as well as independent and collaborative decision-making skills
- Thorough understanding of Incident Management and Service Request processes with proven experience supporting these processes in an IT organization
- Prioritize multiple high priority issues at any given time without sacrificing client SLA commitments
- IT Service Delivery and Operation
- Incident/Change Management
- Process Improvement & Automation
- Operational Excellence
- Project life cycle
- IT Asset & Configuration Management
- Empathetic listening
Timeline
Renewal Reference Specialist
ADECCO INDIA PRIVATE LIMITED at Cisco
06.2023 - Current
Program Manager
Webhelp India Pvt. Ltd at Cisco
01.2022 - 06.2023
Business Analyst
Adecco at Cisco Systems
01.2019 - 06.2023
Customer Service Executive
Tech Mahindra
10.2017 - 01.2019
Software Developer
HM IT Solutions
12.2016 - 04.2017
Master of Computer Applications (MCA) -
Sinhgad institute of Management
Bachelor's in computer application (BCA) -
Mewar Girls college
Senior Higher Secondary -
Rajasthan Board
Secondary school -
Rajasthan Board
Languages
English
Professional
Hindi
Full Professional
Personal Information
- Title: Renewal Reference Specialist
- Date of Birth: 09/25/1995
- Gender: Female
- Nationality: Indian
- Marital Status: Married
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