SPANDANA SEELAM

• Subject Matter Expertise
• Ensured customers had continuous access to the most up-to-date content across every channel. Primarily responsible for managing and creating content in Help@Kyndyrl.
• Trained 15+ employees in customer-facing roles to maintain customer satisfaction.
• Resolved challenging customer complaints to full satisfaction.
• Oversaw day to day activities of 15+ employees in office environment.
• Entered customer interaction details in system to track requests, document problems and record solutions offered.
• Communicate with Production and customers about concerns with products or services to resolve end-user complaint.
• Answered average of 100 calls, emails and per day, addressing customer inquiries, handling telephone requests, solving problems and promptly responding to customer requests for products, services and company information.
• Effective liaison between customers and internal departments.
• Assisted with Implementing and developing customer service training processes.
• Cross-trained and backed up customer service supervisor and manager.
• Maintained up-to-date knowledge of product and service changes.
• Effective liaison between customers and internal departments.
• Prepared daily work schedule and hold reports to assist business leaders with key decision making and strategic operational planning.
• Assist in creating and deploying strategies to boost Customer Service performance, streamline work processes and increase efficiency in different areas.
• Communicated weekly with external customers, including teleconferences and video conferences, interacting with all levels of management.
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• Possessed a deep and proven understanding of backup & recovery, archiving, and Enterprise Content Management Software products and storage infrastructure. Ability to link them together to solve customer business problems.
• Created online content while consistently checking for errors or issues (typos, broken links, feed lags), ensuring deadlines were met.
• Developed and maintained documentation including technical specifications and general processes. Monitored web analytics to review content performance, and identify and improve incorrect, outdated, or broken content.
• Collaborated closely with content team members to adjust or adapt calendars and content production as needed.
• Ability to work in a highly pressured environment with a capacity to react quickly to changes.

Worked as Delivery Lead on IGA account to engage worldwide support teams (CSC/Help desk, Deskside, End User Services) for all new support requirements. Including internal deployment of new applications, products, or services requiring Help desk support.

• Handled high volume of in-bound calls and chats.
• IGA is a Internal account support for all the IBM employees around the world.
• Facilitated the deployment of new versions of applications or products currently in use and documented in Help@IBM, requiring a change in support.
• Handled requests that could potentially change the scope of support provided by the Help desk or Deskside, including situations that could increase ticket or call volume.
• Initiated Direct Ticket Routing (web ticketing) for an application or service, handling requests for additions, deletions, or modifications to any Product Hierarchy.
• Coordinated with other team members of the SME Team, providing necessary technical, scheduling, and process-related updates.
• Devised and implemented processes and procedures to streamline operations.
• Actively participated in controlling the ASA of the team.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Maintained AHT and CHT according to the project guideline's.

Worked as Team Lead for Incident Management severity 1 control desk.

• To understand the issue and engage the right support team to fix the issue.
• Worked on Sev1 tickets and to monitor the ticket until the issue is resolved in the SLA.
• Mentored new Control Desk Agents on Severity One processes and procedures.
• Planned, scheduled, managed, tracked, and set direction for selected business systems and processes.
• Performed capacity planning and performance analysis.
• Performing general duties like scheduling the shits to team members.
• providing required support to the Manager on team building, outing and trainings.

• Installed and configured operating systems and applications.
• Provided support for IBM Applications, IBM Network Incidents, User Access administration, and Incident Management.
• Assisted new Helpdesk Agents with Helpdesk procedures and maintain metrics.
• Served as the first point of contact, analyze tickets, and assign them to L2/L3/other service lines based on the scope after providing RIS Support.
• Worked on Calls and Chat support.