Sima N
Global Service Desk
Panagkottur
Summary
To assist an organization that would facilitate transformation of my ability and skills by which both the organization and me are mutually benefited towards each other.
Overview
7
7
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sr.Associate Help Desk
Sutherland Global services
02.2018 - 07.2022
- Handling calls in genesys tool.
- Creating and assigning the Incidents to respective team in Service Now.
- Working on customer request in AD.
- Providing training to new joinees.
- Handling Outlook email enquiries.
- Taking chats.
Team Leader
Consolidated
08.2017 - 01.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Executive - Technical Support
Ample Technologies Pvt.Ltd
06.2015 - 08.2017
- Handelling customers, face to face, through calls and email.
- Working on KGB and KBB shipping process.
- Maintaining and auditing the stok report.
- Tracking repair status in CRM tool and updating the customer.
- Processing customers billing in ERP tool.
Education
B.Tech. - Information Technology
Dr.S.J.S Paul Memorial College Of Engineering And Technology
01-2015
Higher Secondary - undefined
Indira Nagar Government Higher Secondary School
01-2011
SSLC - undefined
Indira Nagar Government Higher Secondary School
01-2009
Skills
- Communication
- Problem-Solving
- Leadership
- Teamwork
- Time Management
- Team supervision
- Training and mentoring
- Schedule management
- Customer service
- Decision-making
Certification
Certified Mehandi Artist
Hobbies
- Playing shuttle
- Playing carom board
- Dancing
- Listening music
Timeline
Sr.Associate Help Desk
Sutherland Global services
02.2018 - 07.2022
Team Leader
Consolidated
08.2017 - 01.2018
Executive - Technical Support
Ample Technologies Pvt.Ltd
06.2015 - 08.2017
Higher Secondary - undefined
Indira Nagar Government Higher Secondary School
SSLC - undefined
Indira Nagar Government Higher Secondary School
B.Tech. - Information Technology
Dr.S.J.S Paul Memorial College Of Engineering And Technology