Sudha R

Client: AXA UK (Insurance)

• Involved in end-to-end project go-lives from requirement gathering to production by effectively handling service level agreements (SLAs), process-level metrics, and development of policies and procedures.
• Led a team of 10, delegating tasks and empowering team members to embrace new challenges. Provided ongoing, timely feedback and conducted annual performance reviews focused on their growth and professional development.
• Identified areas for improvement by analyzing Customer Satisfaction feedback and received client appreciation for increasing Customer Satisfaction (CSAT) percentage within six months of project go-live.
• Ensured communication and related tools were maintained appropriately for fulfillment of client’s needs and awareness in efficient and professional manner.
• Ensured staffing and skill levels were maintained throughout operational hours by managing shift schedules, etc.
• Identified areas for improvement by reviewing and analyzing daily, weekly and monthly performance, production and statistics reports. Coordinated with Client on Requirements and showcasing progress in Daily and Weekly Status calls.
• Ensured that all requests are prioritized, resolved within agreed timeframes, priorities identified early and issues escalated accordingly.
• Performed briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
• Maintained open lines of communication with internal teams and other vendors to ensure the most efficient operations for the Service Desk.
• Established service relationships to facilitate effective customer communication.
• Provided regular feedback to the team to assist with development, growth and appropriate adherence to guidelines, regulations, policies, and procedures.
• Assisted with orientation activities, staff training and awareness session as needed or directed.
• Assisted with the hiring and onboarding process for new team members.
• Participated in the BCP (Business continuity plan) and assisted the team during critical situations.

Client: AMGEN (Life Science)

• Ensured users received efficient and timely first-level support on a 24/7 basis.
• Investigated system issues and implemented resolutions to minimize downtime.
• Provided educational expertise and mentoring to junior team members.
• Served as an escalation point for difficult or controversial calls.
• Monitored Average Call Handling Time and First-Time Resolution (FTR) for calls logged with the IT Service Desk to ensure process adherence.
• Managed IT escalations through email communication with VPs and high-level management, collaborating with vendors and support partners to expedite issue resolution.
• Supported the Service Desk Manager in employee development through training, coaching, and performance management.
• Provided cover for the Service Desk Manager when required, taking on Service Management responsibilities.
• Responded to monitoring tickets received by Level-2 and Level-3, ensuring Service Desk Technicians were aware and able to engage users when they contacted the Service Desk or when a broadcast statement was issued for critical incidents.
• Assisted Analysts in providing first-line support during high workloads or when additional experience was needed.
• Collaborated with the application team to deploy self-service catalogue requests that enhanced first-call resolution and reduced the overall ticket volume.
• Received client recognition for identifying use cases by focusing on high-transaction-volume activities with high repetition and uncovering the automation potential of these use cases.
• Developed process workflow and contributed to creating new knowledge articles.
• Prepared performance statistics and reports for client and stakeholder meetings.
• Represented the ITE team in Support Bridge and Partnership calls.

Client: AMGEN (Life Science)

• Facilitated successful knowledge transitions by actively participating in and leading knowledge acquisition sessions during pilot projects.
• Developed and tested Service Desk support models for new projects at the start of production.
• Collaborated with the project team to understand the new project and its impact, and organized Service Desk training.
• Created and updated Knowledge Base articles in ServiceNow for use by the Service Desk Team, IS Community, and End User Community.
• After implementing new services, monitored the deployment process for 30 days until it stabilized. Provided a closure report comparing estimated ticket volume to actual ticket volume.
• Prepared training documents and arranged for their review by clients and third-party vendors.
• Took part in feedback and escalation calls with Level 2 support to address issues and relay feedback to the Service Desk for correction of identified failures.
• Managed the knowledge base in the ServiceNow Ticketing Platform, including creating, updating, modifying, and archiving knowledge articles.
• Conducted quarterly ticket analysis to identify left-shift opportunities for the Service Desk and the creation of self-service catalog requests.
• Increased the SLA of First Level Resolution by reviewing ticket data and creating relevant knowledge base articles.
• Coordinated with Knowledge Owners to ensure that analyst knowledge base articles and end-user self-help articles were up-to-date and easily accessible.
• Responsible for joining Enterprise CAB calls on behalf of the Global Service Desk Team.
• Managed and posted process upgrades and outages on the End User portal for end user reference and keeping the Service Desk team aware of the Outage / Application Downtime & Impact of the change.
• Enhanced customer satisfaction and improved the accuracy and efficiency of Chatbots and virtual assistance by analyzing ticket data and sharing case studies with the artificial intelligence team.
• Received recognition from the client and stakeholders for the successful transition of knowledge base articles during the ServiceNow (ticketing tool) version change.

Client: AMGEN (Life Science)

• Created unique materials to support training programs and trained the new hires for handling high call volume.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and developed targeted learning solutions.
• Provided coaching and mentoring to employees.
• Established and maintained quality control standards.
• Coordinated and organized the training batch to have a well-equipped transition.
• Conduct “Refresher Training” to the tenured engineers on the latest updates about the process.

Client: Sears Holdings (Retail)

• Provided support for in-house custom applications and packaged software to local and remote customers by troubleshooting, analyzing, and diagnosing IT incidents, and engaging appropriate technical resources.
• Managed incoming customer requests via phone, email, voicemail and web interface and prioritized incidents based on severity and impact to business production.
• Recorded and documented support incidents in the incident management system, monitored and managed multiple ticket queues and documented solutions using the knowledge management system.
• Ensured adherence to Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) at all times, and delivered continual service improvement by proactively suggesting enhancements to the incident management process and other identified process areas.
• Contributed to reducing repeat calls by identifying systemic issues at the desk and integrating them into the Problem Management process, coordinating efforts to find the root cause.
• Handled alerts and tickets (SOS-SCIT) as well as business emails (IT Escalations).
• Maintained a thorough understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an exceptional customer service experience.
• Provided extended support during holiday seasons and managed the triage process to meet client requirements.
• Managed personal skills development and career growth while actively participating in cross-training initiatives.
• Received the "Star Performer" award for three consecutive months based on overall performance and customer satisfaction feedback.