Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
Silpa Thanikasalam

Silpa Thanikasalam

Process Specialist
Bangalore

Summary

A highly motivated and detail-oriented Process Specialist with 5+years of experience with expertise in analyzing and resolve problems, possess strong leadership and team working skills with effective communication abilities, computer proficiency and ability to provide viable solution to operational challenges.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Process Specialist

Infosys BPM Ltd
12.2022 - Current
  • Managed a team of 12 engineers
  • Handling the licensing issues directly with the internals and account managers of the client
  • Responsible for different queues of service line PNP, MCE, EA,CL & SA/SL TAC and assist global customers
  • Providing technical assistance related to Cisco smart software licenses
  • Address escalation cases S1 / S2 cases and resolve on priority
  • Provided statistical and performance feedback and coaching, and administered performance reviews for skill improvement.

Process Associate

Artech Info systems Pvt.Ltd
07.2022 - 12.2022
  • (client- Infosys BPM)
  • Supporting end-to-end Smart Licensing / Smart account set up and order fulfillment via systems, processes and policies
  • Work with cross functional teams to address licensing issues and help to resolve them
  • Assisting with analytical and repeatable transactional items to assign and license entitlements.

Customer support Associate

Amazon Development Centre India Pvt. Ltd
04.2019 - 11.2019
  • Respond to customer inquiries in a timely and professional manner, via phone, email, and chat
  • Troubleshoot customer issues and resolve customer complaints and resolved a high profile disputes
  • Follow up with the customer on the issue and maintain customer profile
  • Mentored as a SME for new customer representatives and increased in team productivity
  • Customer support executive, Ping Events & Media
  • Communicated with customers to determine the arrangements needed
  • Worked with the customer closely from initial stage till the project completion.

Customer Support Executive

Ping Events & Media
08.2016 - 12.2018
  • Communicated with customers to determine the arrangements needed.
  • Worked with the customer closely from initial stage till the project completion
  • Assigned and designated job territories to customer care staff according to performance and history.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Calculate quotes to increase customer satisfaction and optimize profits.

Education

B.sc. - Visual communication

PSG college of Arts and Science
06.2012 - 05.2015

Skills

Microsoft officeundefined

Languages

English
Advanced (C1)
Tamil
Advanced (C1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Process Specialist - Infosys BPM Ltd
12.2022 - Current
Process Associate - Artech Info systems Pvt.Ltd
07.2022 - 12.2022
Customer support Associate - Amazon Development Centre India Pvt. Ltd
04.2019 - 11.2019
Customer Support Executive - Ping Events & Media
08.2016 - 12.2018
PSG college of Arts and Science - B.sc., Visual communication
06.2012 - 05.2015

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Silpa ThanikasalamProcess Specialist