THIYAGARAJAN MURUGAN
Bangalore/Coimbatore
Summary
Dynamic Service Desk Analyst with a proven track record at One Diversified, excelling in escalation management and customer retention. Expert in SLA compliance and technical troubleshooting, I drive continuous improvement initiatives that enhance service delivery and customer satisfaction. Adept at cross-functional collaboration, I foster strong relationships to ensure operational excellence.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst (Tier 1)
One Diversified
Bangalore
07.2024 - Current
- Managed enterprise customer incidents (50+ daily cases), ensuring resolution within sla/ola targets to enhance service delivery.
- Act as primary point of contact for escalations, driving resolution by collaborating with internal teams (engineering, support, vendors).
- Proactively monitor open cases and customer trends to identify risks, contributing to improved customer health and reduced churn signals.
- Monitored service performance and followed up on open tickets, contributing to customer satisfaction and retention.
- Develop and execute remediation plans for recurring issues, improving service reliability.
- Maintain accurate case documentation and contribute to service reviews and sla reporting.
- Built strong customer relationships by managing expectations and facilitating transparent communication.
Senior Operations Associate – IDP Mentor
Concentrix Daksh Limited (HSBC)
02.2023 - 04.2024
- Mentored 30+ associates, enhancing quality and service delivery outcomes through targeted coaching.
- Implemented process improvements that decreased wait times and streamlined operational workflows.
- Collaborated with cross-functional teams to resolve complex customer issues and enhance processes.
- Supported customer retention and satisfaction initiatives through consistent service excellence.
- Led customer escalations and complaint resolution, achieving adherence to sla and maintaining high csat scores.
Customer Service Associate (US & UK Processes)
Amazon Development Center
08.2019 - 01.2023
- Resolved customer escalations through calls, chat, and email. Ensuring high csat and sla adherence.
- Identified improvement areas, contributing to enhanced customer experience and service delivery.
- Applied itil-based practices in incident and service request management.
Education
MBA - Management
Sri Ramakrishna College of Arts And Science
coimbatore06-2019
BBA - CA
Dr.NGP College of Arts And Science
coimbatore01-2017
Skills
- Service Desk Operations
- Incident Management
- Incident Resolution
- Basic Technical Support
- Software Support
- ServiceNow
- SLA/OLA Compliance
- Service Efficiency
- Process Improvement
- User Support
- Customer relationship management
- Cross-functional Collaboration
- Stakeholder Management
- Customer Retention
- Cross-functional collaboration
- Microsoft Dynamics 365
Accomplishments
- Consistently met SLA targets and improved resolution turnaround time through proactive follow-ups.
- Successfully mentored new hires, accelerating onboarding and productivity.
Awards
Agent of the 1st Quarter and 4th Quarter, Recognized for escalation management and customer satisfaction excellence.
Location
- Bangalore, IN
- Coimbatore, IN
Timeline
Service Desk Analyst (Tier 1)
One Diversified
07.2024 - Current
Senior Operations Associate – IDP Mentor
Concentrix Daksh Limited (HSBC)
02.2023 - 04.2024
Customer Service Associate (US & UK Processes)
Amazon Development Center
08.2019 - 01.2023
MBA - Management
Sri Ramakrishna College of Arts And Science
BBA - CA
Dr.NGP College of Arts And Science