Customer Service Management

Swati Dixit

** ***** ****., **********, ** L*G *A1

Email: *******@*****.*** Cell: 647-***-****

CAREER SUMMARY

Analytical Customer Support Specialist and Business Analyst with over 10 years supporting Demand Chain Management software for and managing worldwide customer support for a global technology company.

Excellent customer handling ability in regular and critical situations, focus on retaining customers and connecting with the customer proactively.

Experienced QA analyst, familiar with AGILE, Waterfall.

Excellent communication and presentation skills; both written and oral.

Work experience in both US and Canada.

EXPERIENCE

Senior QA Analyst July 2012

TERADATA DCM

Testing DCM application, preparing test cases, recording test results. Communicating with Development for resolution. Creating test scripts. Testing e-patches. Regression testing of all versions of the DCM application for regular Release and for Certification on various platforms. Creating test cases for automation and manual testing. Working knowledge of SQL and Subversion.

Working in AGILE environment. Familiar with all aspects of SDLC. Creating HLTP based on BRD, involved with creating BRD based on client requirements.

TERADATA CORP. (formerly NCR Corp), San Diego (USA) 2003 – 2011

TERADATA CORP (formerly NCR Corp) Toronto Canada 2000-2003

(STIRLING DOUGLAS GROUP, Canada)

Customer Support Analyst, Demand Chain Management Software for Retail Industry.

Provided world-wide support for Teradata DCM application including P1 incident Management. Coordinated Worldwide Remote Services (WRS) activities during professional services implementation engagement, as required.

Ensuring all deliverable necessary for successful life-cycle support (advocated, regional, PS) are in place prior to WRS ownership (at Customer Acceptance for each implementation).

P1 Management including taking calls, problem analysis, UAT and delivery of fix.

Provided Business support as part of incident analysis.

Providing the primary contact for all non platform-related solution support issues / problems.

Customer updates and liaison.

Familiar with GSC processes and tools, escalation procedures

Administration of the Help-Desk department. Day to day administration of the help desk department, liaison with various departments within the company; Professional services, QA and R&D.

Team track administrator.

Conducted UAT as part of delivery cycle.

VSS administrator

Received the “PASSION FOR EXCELLENCE” award; for outstanding performance in Customer Service from Stirling Douglas.

STIRLING DOUGLAS GROUP, Canada

Quality Assurance Tester, Demand Chain Management Software. 1999 – 2000

SYNDICATE BANK FOREIGN EXCHANGE DEPARTMENT, Mumbai India 1985 – 1989

EDUCATION

Diploma, Information Technology Management (D.I.T.M.), Canadian Information Technology College, Toronto, ON, 1999

Post-Graduate Diploma, Business Management (D.B.M.), University of Mumbai, Mumbai, India, 1984

B.Com, Accounting and Financial Management, University of Mumbai, Mumbai, India, 1983

CERTIFICATIONS and PROFESSIONAL DEVELOPMENT

Quality Customer Service from Elias Development Group, Toronto, ON, Canada

Team Track Administrator Workshop from Team-Share, Washington, DC

REFERENCES

References will be provided upon request

Contact this candidate