Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
Generic
Srishti Arora

Srishti Arora

Faridabad

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

10
10
years of professional experience

Work History

Team Lead

Publicis Sapient
01.2021 - 02.2024
  • Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
  • Ensured consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
  • Resolved customer complaints in professional and timely manner.
  • Reduced ticket backlog by prioritizing high-impact issues.
  • Monitored teams performance and provided feedback for improvement.
  • Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
  • Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
  • Enhanced customer satisfaction with timely issue resolution and effective communication skills.
  • Increased first call resolution rate through comprehensive staff training and development programs.
  • Streamlined reporting processes for increased efficiency by automating manual tasks and utilizing ServiceNow reporting.
  • Facilitated training sessions for team members in using the developed dashboards effectively, increasing overall productivity.
  • Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
  • Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.

Senior Associate

Publicis Sapient
01.2020 - 12.2020
  • Diagnosed and troubleshot hardware, software and network issues.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Streamlined internal communication channels during periods of transition, ensuring accurate information dissemination among all levels of engineers.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Served as a subject matter expert on key technologies, assisting colleagues with challenging technical problems.
  • Installed and configured operating systems and applications.

Analyst

British Council
09.2018 - 10.2019
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions
  • Identified and resolved problems through root cause analysis and research
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
  • Re-engineered existing computer systems to promote ease-of-use and improve system security
  • Authored technical requirement documentation to suit business goals and technological limits
  • Diagnosed software issues and applied troubleshooting techniques to resolve problems
  • Performed quality assurance and quality control assessments of support ticket fulfillment.

Associate

Wipro Limited
01.2017 - 06.2017
  • Troubleshooting, diagnosing, and resolving the issue
  • Responsible for coordinating with the client in solving the technical issues that arise internally or externally include software and hardware
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Monitor and maintain the computer networks
  • Responsible for creating PowerPoint slides on the monthly targets for the team.

Associate

Parcel Hero Pvt. Ltd
07.2016 - 01.2017
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Responsible for office communications and correspondence
  • Resolve the customer's complaint to enter the details of every call in the system as required by the company
  • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

Intern

Cadence
10.2015 - 12.2015
  • Wrote and maintained custom scripts to increase system efficiency and performance time
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.

Intern

Unisert Machines (I) Pvt. Ltd
06.2014 - 08.2014

Education

B.Tech - Electrical, Electronics And Communications Engineering

Echelon Institute of Technology
05.2016

Skills

  • Technical Support
  • Customer Service Management
  • Escalation management
  • Quality Assurance
  • Team Leadership
  • Incident Management
  • Application support
  • Desktop/Mac support
  • Technical Troubleshooting
  • User Access Provisioning

Websites

Accomplishments

  • Proactively escalations were stopped as initiated Live Ticket Audits.
  • Created Quality dashboard on ServiceNow for Leadership and individuals to monitor performance.
  • Implemented Predictive analysis with help of ServiceNow team for Global Technical Support.

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)

Timeline

Team Lead

Publicis Sapient
01.2021 - 02.2024

Senior Associate

Publicis Sapient
01.2020 - 12.2020

Analyst

British Council
09.2018 - 10.2019

Associate

Wipro Limited
01.2017 - 06.2017

Associate

Parcel Hero Pvt. Ltd
07.2016 - 01.2017

Intern

Cadence
10.2015 - 12.2015

Intern

Unisert Machines (I) Pvt. Ltd
06.2014 - 08.2014

B.Tech - Electrical, Electronics And Communications Engineering

Echelon Institute of Technology

Similar Profiles

CREATE PROFILE
Srishti Arora