Shubhra Nair

Infra Managed Service Analyst

Accenture

03.2022 - Current

Collaborated with cross-functional teams to identify areas for service improvement, implementing changes to exceed client expectations.
Reduced customer complaints by proactively identifying potential problems and implementing corrective actions.
Led root cause analysis efforts on recurring issues, resulting in the implementation of preventative measures that minimized future occurrences.
Improved customer satisfaction by addressing and resolving service issues promptly and professionally.
Mentored junior team members in best practices for effective problem-solving techniques, improving their ability to address client concerns quickly.
Participated in regular internal audits as part of ongoing quality assurance initiatives designed to maintain compliance with industry regulations.
Optimized resource allocation through workload analysis, ensuring timely completion of tasks and reduced operational costs.
Monitored performance metrics to ensure consistent quality of services provided, identifying trends and recommending improvements as needed.
Enhanced communication between departments to facilitate seamless service delivery, improving internal workflow and client satisfaction levels.
Championed continuous improvement initiatives by staying current on industry trends and best practices, proactively sharing knowledge with team members to drive ongoing service excellence.
Developed comprehensive process documentation for various procedures within the department, fostering consistency across team operations.
Developed training materials to support the onboarding of new Service Analysts, contributing to a more knowledgeable workforce.
Answered constant flow of customer calls with minimal wait times.