Vaibhavi Wagh
Technical Support Engineer
Aurangabad
Summary
Astute professional highly skilled in internal and external regulations. A talented individual offering dynamic skills and a passion for working on a variety of projects. Desiring a Process Engineer position with an exciting company.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Technical Process Specialist
Infosys BPM Limited
06.2022 - 11.2023
- Enhanced overall system performance through troubleshooting, root cause analysis, and resolution of complex issues.
- Collaborated closely with cross-functional teams to ensure seamless integration of new technologies into existing systems.
- Optimized resource utilization by developing effective capacity planning models that accounted for fluctuations in demand patterns.
- Coordinated with IT security teams to ensure that technical processes adhered to strict data privacy, and protection policies were in place.
- Provided responsive support to end-users experiencing technical difficulties, ensuring minimal downtime and maximum efficiency at all times.
- Mentored junior team members in best practices for process optimization, fostering a culture of continuous improvement.
Customer Relations Executive
NGRT Systems Pvt Ltd
09.2019 - 01.2022
- Managed high call volumes while maintaining a calm demeanor and ensuring timely resolutions.
- Provided valuable feedback to management regarding potential improvements to products or services based on customer insights gathered during interactions.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Assisted in training new staff members on company policies, procedures, and best practices for delivering exceptional customer service.
- Played a key role in the implementation of a new CRM system that improved efficiency within the department by reducing manual data entry requirements.
- Consistently exceeded performance metrics in areas such as call handling time, first-call resolution rate, and overall customer satisfaction score.
- Successfully managed escalated cases involving complex problems requiring collaboration across multiple internal departments in order to achieve favorable outcomes.
Education
Master of Science - Computer Science
Marathwada Institute of Technologies
Aurangabad 04.2001 -
Bachelor of Science - Batchelor of Computer Applications
Dr. Babasaheb Ambedkar Marathwada University
Aurangabad 04.2001 -
HSC - HSC
Deogiri College
Aurangabad 04.2001 -
SSC - SSC
Sharda Mandir High Schoold
Aurangabad 04.2001 -
Skills
Process Mapping
Certification
AWS Solution Architect Associate.
Timeline
Technical Process Specialist
Infosys BPM Limited
06.2022 - 11.2023
Customer Relations Executive
NGRT Systems Pvt Ltd
09.2019 - 01.2022
Master of Science - Computer Science
Marathwada Institute of Technologies
04.2001 -
Bachelor of Science - Batchelor of Computer Applications
Dr. Babasaheb Ambedkar Marathwada University
04.2001 -
HSC - HSC
Deogiri College
04.2001 -
SSC - SSC
Sharda Mandir High Schoold
04.2001 -
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