Open To Work
Vidhi Nigam
Hyderabad
Summary
ITIL and Lean Six Sigma-Certified Customer Support Lead with 5+ years in North American Technical Support and service delivery. Led SLA governance, high-priority escalations, and KPI analytics; built QA scorecards and runbooks that boosted CSAT/FCR, audit outcomes, and after-hours coverage while coaching high-performing teams.
Overview
5
5
years of professional experience
2
2
Certification
Work History
Technical Support Supervisor
Genpact India Pvt. Ltd.
Hyderabad
04.2023 - 12.2025
- Led ITIL-aligned L1/L2 support for North American Enterprise customers, maintaining strong SLA adherence and service availability.
- Managed day-to-day system and hardware support operations with a quality-first approach, Improving First-Contact Resolution and service reliability.
- Applied Lean Six Sigma methodologies to streamline workflows, reduce rework, and Improve CSAT and FCR.
- Developed and coached team members through regular 1:1s, on-boarding, and targeted training on products, processes, and quality standards.
- Monitored KPIs, dashboards, and Audit results, driving corrective actions and continuous improvement initiatives.
- Designed and executed QA frameworks, including scorecards, calibrations, and coaching loops, enhancing audit outcomes and service consistency.
- Led critical escalations and service governance discussions, and standardized after-hours support playbooks to reduce handoffs and escalation frequency.
Senior Process Associate
CDK Global Pvt. Ltd.
Hyderabad
10.2020 - 03.2023
- Served as a key member of the Advanced Technical Assistance Centre (ATAC), specializing in Desktop support.
- Delivered advanced desktop, hardware support to US/Canada users, meeting incident and service request SLAs.
- Handled P1–P3 incident triage through resolution; performed root-cause analysis and partnered on permanent fixes to prevent recurrence.
- Authored and Updated knowledge articles and runbooks, improving deflection and first-contact resolution across the support team.
- Maintained clear, proactive client communication that sustained Strong CSAT and stakeholder trust.
- Mentored new hires on tools, troubleshooting methodology, and documentation standards.
Education
Bachelor of Technology (BTech) - Computer Science & Engineering
LNCT Group of Colleges
Bhopal01-2020
Skills
- IT Service Management (ITIL)
- Lean Six Sigma
- KPI reporting
- Average handling time
- Customer satisfaction score
- Root cause analysis
- FCR and ODR
- SLA and compliance
- Escalation Management
- Attrition and shrinkage control
- Team leadership and coaching
- Quality assurance
- Client and stakeholder management
Certification
• Ticketing / CRM Tools: Salesforce, Vision
• Workforce Management & Scheduling: Verint
• Call Center Platforms: Five9, Touchpoint, Cisco Phone
• Monitoring & Quality Tools: Verint Screen Monitor, Five9 Supervisor
• Remote support tools: Bomgar
• Workforce Management & Scheduling: Verint
• Call Center Platforms: Five9, Touchpoint, Cisco Phone
• Monitoring & Quality Tools: Verint Screen Monitor, Five9 Supervisor
• Remote support tools: Bomgar
Accomplishments
Certifications & Awards:
- ITIL Foundation | Lean Six Sigma
- Star Award (2×) | North Star Award | Shining Star Award | Winner – Self-Salvage Learning Initiative
Key Achievements:
- Redesigned after-hours support workflows across teams to accelerate resolution and elevate customer experience for NA accounts.
- Instituted QA checkpoints, scorecards, and coaching loops, improving audit outcomes and service consistency.
- Formalized escalation run-books and executive readouts, earning sustained positive feedback from North American stakeholders.
- Reduced annual attrition, resulting in organizational recognition for workforce stability and leadership effectiveness.
Timeline
Technical Support Supervisor
Genpact India Pvt. Ltd.
04.2023 - 12.2025
Senior Process Associate
CDK Global Pvt. Ltd.
10.2020 - 03.2023
Bachelor of Technology (BTech) - Computer Science & Engineering
LNCT Group of Colleges