Computer Science Customer Service
Resume:
Gayathri Devi Palaniappan
*** ********* *****, ***********, *******, M1G 2T6.
***************.***@*****.***
Mob : 647-***-****
SUMMARY OF SKILLS
Experienced as Project Head and Project Coordinator with core area of expertise being: complete coordination of the projects undertaken, Client coordination, MIS report handling, team management, database management for the projects, emails handling and follow-ups.
Skilled at mentoring new joiners and other members of the team on various matters like client support, reports and other queries and concerns.
Proven efficiency in project handling-leading, coordinating and executing; well experienced in strategic reporting and quality analysis; excellent administrative and personal management skills; Manual account skills.
PROFESSIONAL EXPERIENCE
Performed Strategic Reporting and Analytics.
Carried out Quality Analysis for all the analytical reports
Understood business requirement and prepared various ad-hoc reports using
BO (Business Objects) and Advanced MS Excel.
Created and developed periodic dashboards in ITIL frame work.
Created CAPA (curative action and preventive action) SLA failed tickets.
Provided value added services by producing Daily, Weekly, Monthly Service Packs.
EMPLOYMENT HISTORY
Process Associate, IBM India Pvt Ltd, Bangalore (August 2010 to September 2011)
Worked as Reporting Analyst for ITIL Accounts.
Provided value added services by producing Daily, Weekly, Monthly Service Presentations and ad-hoc reports.
Project Head, Bridgecomm International, Bangalore (January 2010 to May 2010)
Performed Service Delivery Management for multiple programs for Global and Domestic clients.
Carried out SLA Dashboard and compliance on a daily, weekly and monthly basis.
Presented monthly service performance reports to customer.
Ensured timeliness and quality of timesheets, status reports and invoice to customer.
Produced resource Forecast reports and invoice inputs.
Coordinated with clients and solved their concerns and handled MIS reports,
Handled database and team management.
Project Coordinator, Datatalk Services India Pvt Ltd, Bangalore (November 2006 to December 2009)
Ensured complete coordination of various projects (Planning and Implementation, understanding the project plan, activities and requirements) and solved customer concerns such as activation problems, customer complaints and customer issues.
Worked as a team leader, maintained various teams and projects.
Created and maintained various databases used data entry skills.
Produced and maintained various reports (MIS Reports) called AV reports, Re verification,
Activations and Login reports, Tele-calling and Tele-caller details / reports.
Administrator, Viveks Agencies Pvt Ltd, Bangalore (August 2004 to August 2
Recorded all Booked and distributed items.
Maintained all retailer’s databases and reported to the manager.
Prepared and distributed all requested lists.
Ensured complete coordination with the branches and clients and solved their issues.
Created, maintained various databases with data entry skills.
Produced various reports (MIS Reports).
Handled accounts.
COMPUTER SKILLS
Strong Software skills MS Office: Advanced Excel, Word, Power Point, Outlook.
Certified Swift Advanced Excel in NIIT,India
ACCOMPLISHMENTS
Developed on Data Analytical skills.
Maintained 100% Quality for all the report published for clients.
Automated report as part of continuous improvement project.
Mail-Merge, Automated e-mail sending with help of MS Office.
Dispatcher tool for service management reporting team.
Project targets achieved in time and received appreciation from management and clients.
EDUCATIONAL QUALIFICATIONS
PERIYAR UNIVERSITY, INDIA
Master of Philosophy in computer science, November 2009
PIONEER COLLEGE OF ARTS AND SCIENCE, BHARATHIYAR UNIVERSITY, INDIA
Master of Science in Computer Science, April 2003
KONGUNADU ARTS AND SCIENCE COLLEGE, BHARATHIYAR UNIVERSITY, INDIA
Bachelor of Science in Computer Science, April 2001
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