Customer Service Management
Resume:
Sandhya Devan
*******.*****@*****.***
SUMMARY:
Reporting Analyst with 9 years of experience in Interpreting and Analyzing data for driving business solutions. Six years of experience as an IT Service Desk Team Lead providing Operational support in Data Analysis, Metrics Reporting and Team Management. Three years of experience in a Non-Profit Organization in Data Management, Data Analysis, Data Validation and Data Integrity.
TECHNICAL SKILLS:
Raiser’s Edge, Database Queries, SQL, MS Office Suite including Excel, Access, PowerPoint, InfoPath, Visio), Business Objects Info View, Forms, HP Service Center.
PROCESS SKILLS:
IT Service Management, Agile Scrum, Business Analysis, Operations Management, ITIL process knowledge, Lean & Six Sigma methodologies, Supply Chain Management & Logistics, TQM, Continuous Improvement, Process flow charts.
ADDITIONAL SKILLS:
Analytical & Quantitative skills, Excellent written and verbal communication, Team management, Attention to detail, Excellent Customer Service, Problem Solving, Analytical Thinking Practices, Time Management, Ability to work Independently and as Team and a Can-Do-Attitude.
CERTIFICATIONS:
•Certified Agile Product Owner
•Certified IT Business & Enterprise Analyst
•ITIL v3 Foundation Certified
•Lean Six Sigma Yellow Belt Certified
•Lean Six Sigma White Belt Certified
EDUCATION:
•Executive Post Graduate Program in Global Management (Executive MBA) - Lean Operations; Alliance University, Bangalore, India; 2009-2010
•Bachelor of Science in Physics, Chemistry & Mathematics; Christ University, Bangalore, India; 2004-2006
WORK EXPERIENCE:
Program Intern (Intern and Volunteer)
Make-A-Wish North Texas, USA (Mar 2014 – Current)
Intern Responsibilities:
•Constituent data management using Raiser’s Edge Database that contains information on Wish Kids, Wish Families, donors, board members, hospitals, physicians, medical professionals and organization’s staff
•Extensive data cleansing and analysis, using pivot tables, formulas (V-LOOKUP and others), data validation, conditional formatting, graphs and charts
•Presenting Data findings and reports to the Management to improve data efficiency and track performance
•Generating reports from Raiser’s Edge using queries on a weekly and monthly basis
•Merging complex duplicate records, and performing intense data cleanup in the database
•Creating management reports for board members and staff on a monthly basis
•Performing data clean-up to ensure consistency in constituent records
•Worked on research projects in obtaining online information about physicians and medical professional data
•Preparing simple to complex queries to pull records for data comparison and analysis on a monthly and annual basis
•Creating & uploading constituent letters/forms in Raiser’s Edge database for online paperwork to share with wish families and staff for standard use
•Preparation of RFP for new volunteer extranet site that could be accessed by Volunteers, Regional Council Board Members and Staff
•Creating forms in Formstack, a data management solution that helps staff collect information through various types of online forms, including surveys, event registrations, and online paperwork
Volunteer Responsibilities:
•Participated & volunteered in local fundraising events that benefitted the organization in granting wishes for the wish children (children with life threatening medical conditions)
•Assist the program team by working with the wish families to help plan their wishes, assist in paperwork, answer the phones, and be one of the first initial contacts a wish family has with the Foundation
•Work with vendors to enhance wish experiences for Wish Kids and helping all aspects of the wish process to run smoothly
Service Desk Team Lead
INFOSYS Ltd (Oct 2007 – May 2012)
•Played an instrumental role in increasing First Call Resolution (Key Performance Indicator) from 50% to 90% within 1 year as Service Desk Lead
•SLA targets were met consistently at 80% after implementing continuous improvements in process, metrics and technical & process training within the team
•Analyzing and reviewing metrics for other Key Performance Indicators like Call handling quality, call on holds, number of incidents resolved by the team and number of incidents assigned to another application team
•Worked on monthly survey reports received from customers on the call quality, and made several improvements based on the feedback, which were later appreciated by the customers and onsite clients
•Maintained an effective and efficient Service desk, tightly linked with customer business objectives and thorough documentation
•Maintained technical skill continuity and consistency of Service desk staff
•Implement & maintain staffing and scheduling for Service desk. Ensure that necessary staffing is available to provide adequate coverage and maintain SLA
•Prepared Service desk staff to support new technology; Developed and maintained Training Plan & Evaluated team's technical skills on regular basis.
•Trained team on issues of staff preparedness, “How Tos”, “FAQ's”, knowledge base, etc.
•Worked with other groups, gathered technical information at outages/emergencies/escalations or other exceptions from normal process
•Participated in Leadership meetings with Onshore Team leads to gain additional knowledge on the new process/technologies
•Regular analysis of the monthly metrics and set strategies for process improvements
•The high priority P1 bridge call facilitation with VP's & Directors was improved to a great extent after extensive mock calls, soft skill training with the team members
•Communication skills improved a lot, and received positive feedback from the clients for excellent customer service - instilled the importance of communication in a service based project
•Encouraged the team during brain storming sessions to come up with new ideas for value add and provided support in implementing the same in real time environments
IT Service Desk Associate
INFOSYS Ltd (July 2006 – Sep 2007)
•Provide prompt and professional IT support services to remote customers by troubleshooting, analyzing, and diagnosing IT incidents and engaging appropriate technical resources to resolve them
•Manage incoming customer requests via phone, email, voicemail, and web interface and prioritize incidents based on impact to business production
•Monitor the IT Service Desk Incident Management Tool queue and assign new Service Request tickets and events to appropriate application team
•Troubleshoot end user issues including VPN, Safeboot, web sphere admin, PC & Outlook related issues and work with customer through resolution
•Diagnose and escalate incidents to Level II and manage incident through entire Incident Lifecycle
•Identify trends/problems as defined in ITIL processes and assist in moving the problem to known error status
•Effectively collaborate with team members and various departments across IT
Intern (Lean Operations Management)
Shahi Exports Pvt Ltd, Bangalore (Feb 2010 – Apr 2010)
•Worked as an Intern with the Business Intelligence team in analyzing the concepts of Lean & Six Sigma principles in the Garment Manufacturing Industry
•Assisted in internal projects like Kaizen (Continuous Improvement) Month to improve the overall processes Understood the relation between Cost of Quality and Six Sigma, which are vital to attain the manufacturing objectives of the Organization
•Applied various tools & techniques of Six Sigma in identifying defects in the manufacturing process such as Control charts, Cause & Effect Diagram, Data collection plan, Failure Mode and Effects Analysis, Pareto Chart, Process Mapping, QFD, Tree Diagram, VOC and Brainstorming
•Applied various tools & techniques of Lean in Process Improvements such as Value Stream Mapping, 5S, 5 Whys, TPM, Kaizen, Mistake proofing, Kanban
REFERENCE:
Available upon request.
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