Sonya Sharma

Manager of IT Service Desk and Ivanti Service Manager and Xtraction (ticketing and reporting tool UI administrator) and Report Management.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Developed, implemented business strategies to and communicated clearly with employees, suppliers and stakeholders to keep everyone in sync to achieve business goals and stay competitive.
• Resolved staff member conflicts by actively listening to concerns and finding appropriate middle ground.
• Monitored and analyzed business performance to identify areas of improvement and made necessary adjustments.
• Controlled costs to keep business operating within budget and increase profits.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Improved safety procedures to create safe working environment for team members.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing the challenges through appropriate solutions implementation.
• Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
• Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for team members.
• Launched new products and services.
• Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for team development.
• Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear performance goals and objectives and provided feedback on methods for reaching set milestones.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Maintained professional demeanor by staying calm when addressing unsatisfied or upset customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Developed detailed plans based on broad guidance and direction.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Improved staffing during busy periods by creating employee schedules and monitoring callouts.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
• Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
• Ensured compliance with regulatory requirements by maintaining accurate records of all incidents and their resolutions.
• Played a pivotal role in crisis management, coordinating with resources and serving as a trusted advisor to senior leadership during high-profile incidents.
• Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
• Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
• Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
• Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
• Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
• Maintained a comprehensive knowledge of emerging risks and trends in Incident Management, applying insights to continually refine organizational processes.
• Contributed to the development of organizational policies related to Incident Management, ensuring alignment with industry best practices.
• Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
• Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
• Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
• Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
• Identified trends in recurring incidents, proactively addressing underlying issues to prevent future occurrences.
• Optimized resource allocation during incidents by continuously assessing priorities and adjusting as needed based on evolving situations.
• Enhanced organizational resilience by conducting thorough risk assessments and recommending mitigation strategies.
• Recommended improvements in security systems and procedures.
• Enhanced collaboration within teams by facilitating cross-functional workshops and training sessions on effective knowledge sharing practices.
• Reinforced employee retention and satisfaction by recognizing and rewarding outstanding contributions towards the organization’s knowledge management efforts.
• Promoted organizational transparency, fostering open communication channels for employees to share their expertise and insights freely.
• Enabled faster response times to customer inquiries, providing frontline staff with easy access to updated product information and troubleshooting guides through the internal knowledge base.
• Encouraged a culture of continuous learning by hosting couple of lunch-and-learn sessions and inviting guest speakers on relevant topics.
• Boosted employee satisfaction with simplified access to critical resources through the development of an intuitive internal knowledge portal.
• Increased employee engagement in professional development opportunities, curating a diverse selection of training courses tailored to different skill levels and areas of interest.
• Identified areas for process improvement, gathering feedback from end-users on system usability and incorporating their suggestions into future enhancements.
• Managed file archival and information retrievals.
• Collaborated across departments and levels of management to gain consensus on procedural documentation.
• Assisted Problem Management to implement best practices in problem management, reducing recurring incidents significantly and improve system stability.
• Guided support team to monitor problem management database and followed up with assigned personnel.
• Developed strong relationships with stakeholders across the organization, promoting transparency and trust in the problem management function.
• Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
• Authored clear, concise and complete communications for change, incident, and problem management.
• Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
• Reduced downtime through efficient problem management and root cause analysis.
• Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
• Organized engaging workshops on topics such as leadership skills, time management, and goal setting for the overall development of mentees.
• Provided feedback to management on customer concerns and suggestions for improving overall problem resolution efforts.
• Mentored junior staff members, helping them grow professionally and advance their knowledge in the field of customer service support.
• Delivered production and operations reports to management to identify emerging problems and enable targeted solutions.
• Handled challenging projects involving limited deadline and complex subject matters, showcasing exceptional time management and problem-solving skills.
• Evaluated the success of change initiatives post-implementation, making necessary adjustments to improve future outcomes.
• Conducted thorough assessments to determine organizational readiness for change, ensuring successful implementation of new initiatives.
• Mitigated potential disruptions during periods of rapid growth or downsizing by adjusting strategies accordingly.
• Shared regular feedback with Change Management team to improve change management processes by developing and implementing strategic plans and guidelines.
• Collaborated with stakeholders to assess risks, identify opportunities, and develop customized change management solutions.
• Developed strong relationships with key decision-makers, facilitating collaboration on high-impact projects across departments.
• Managed multiple projects concurrently while maintaining strict adherence to deadlines and quality standards.
• Delivered excellent customer service experiences through regular feedback collection, analysis, and action planning based on customer/client/user requirements.
• Resolved customer complaints in professional and timely manner.
• Implemented strategies to increase customer service satisfaction ratings and managed to achieve better results.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Coordinated throughout with other departments to maintain streamlined and productive workflow.
• Analyzed service reports to identify areas of improvement.
• Assessed and shared regular feedback to streamline release management process for improved cross-functional collaboration between development, and operation team.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations/requirements.
• Skilled at working independently and collaboratively in a team environment.
• Passionate about learning and committed to continual improvement.
• Worked effectively in fast-paced environments.
• Worked flexible hours across night, weekend, and holiday shifts (24X7).
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Organized and detail-oriented with a strong work ethic.
• Learned and adapted quickly to new technology and software applications.
• Reviewed incident reports submitted by team members thoroughly before forwarding them to management or relevant authorities, when necessary, this resulted in timely action being taken on reported issues.
• Developed comprehensive reports to provide insights into key performance metrics for management review.
• Assisted in the preparation of comprehensive reports, presenting findings clearly and concisely for management review.
• Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
• Proactively identified potential risks that could impact service delivery and implemented appropriate mitigation plans.
• Created detailed SLA documentation, ensuring clarity on expectations between the organization and its clients or vendors.
• Developed strong relationships with key stakeholders to ensure seamless collaboration and alignment of goals.
• Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals.
• Evaluated the effectiveness of existing SLAs and proposed revisions to better serve the needs of both internal and external stakeholders.
• Implemented effective training programs to improve staff knowledge and skills related to SLAs management.
• Optimized internal communication strategies to facilitate rapid resolution of client concerns or inquiries regarding SLAs adherence.
• Established comprehensive reporting mechanisms, allowing for clear visibility into team performance metrics.
• Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
• Reviewed contractual agreements, verifying that all terms were accurately reflected in SLA report.

• Handling UK based Customers, to support them with their technical issues and processed payment, managed network issues.
• Provided First Call Resolution and took ownership if issue needs to be escalated.
• Handling iPhones & Android based phone technical issues.

Technical Support Service Desk, providing IT support to the B2B users.
● Handling Global Calls, Emails, Chats and Work orders (Service Requests) within SLA.
● Providing First Call Resolution.
● Incident Management and Major Incident Management.
● Raising outage notification.
● Handling P1 and P2 tickets on priority basis through bridge call.
● Keeping major stakeholders up to date via hourly updates on major incidents.
● Active directory (Distribution list management, Account creation, modification and deletion etc.).
● SCCM, Loop up and RSA console hands on experience.
● Making process changes to improve customer experience.
● Creating/Updating process document.
● Training new joiners.
• Improved team productivity by providing technical guidance and mentoring junior engineers.
• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.
• Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
• Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.

• Technical support helpdesk.
  
• Handling all type of core technical queries with desktop (Windows operating system, Printer installation, drivers etc.).
  
• Established long-term client relationships through consistent delivery of high-quality products and services.
  
• Developed innovative solutions to complex problems, resulting in improved organizational performance.

Customer service calls for Capital One Credit card.
● Auto loans, personal loan & home loans for Capital one.
● Billing or account related queries and payment processing etc.
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
• Escalated critical customer issues to supervisor to avoid revenue loss and canceled policies.
• Monitored key performance indicators to ensure continuous improvement in service quality.
• Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
• Delivered prompt service to prioritize customer needs.
• Provided excellent customer care by responding to requests, assisting with product selection.
• Educated customers about billing, payment processing and support policies and procedures.

• Selling tollfree telecom & fax services through web chat.
  
• Set up greetings for IVR recording and extension details.

● Teaching pre-primary and primary students (All academic subject).
● Sports, fun activities, yearly cultural program and Drawing.
• Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
• Supported student physical, mental, and social development using classroom games and activities.
• Graded and evaluated student assignments, papers, and course work.
• Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
• Enhanced classroom engagement through the use of interactive teaching methods, such as group and hands-on activities.
• Incorporated multiple types of teaching strategies into classroom.
• Maintained accurate record of each students progress, attendance, and behavior to facilitate ongoing communication with parents about their child’s educational journey.
• Supported students in developing social skills through structured activities.
• Identified struggling students at early stage and provided additional support through tutoring sessions and modified lesson plans.
• Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
• Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
• Developed and administered tests for students to measure academic proficiency and understanding.
• Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
• Registered student progress and attendance on database to enable tracking history and maintain accurate records.