Customer Service Business Analyst

Anuradha Naidu

Contact: Calgary, AB, T*R *C* 587-***-**** ********.******@*****.***

LinkedIn: linkedin.com/in/ anuradha-naidu-974b7732 Core Strengths

Customer Service Technical Troubleshooting Communication Skills Technology Proficiency Hardware & Software Installation Mac OS Remote Assistance Network Administration Team Collaboration Remote Desktop Tools Incident Documentation Customer Service Active Directory Windows Operating Systems Microsoft Office Suite Professional Experience

Cisco Canada Ltd

SME Cloud Security (Business Analyst): Nov 2019 – Present

• Overseeing day-to-day workflow provisioning workflow, including creating new customer accounts, changes to existing accounts, handled renewals/expiry.

• Collaborating with customers to understand their security requirements and mapped adoption strategies for Cisco technology solutions.

• Conducting Architectural Design Sessions to formulate comprehensive implementation plans aligned with customer business goals and technical environments.

• Advised customers on best practices for security architecture, threat management, SOC monitoring, and identity solutions.

• Leveraging deep technical expertise to address customer blockers, provide subject matter expertise, and deliver according to Cisco’s best practices.

• Establishing trusted advisor status with stakeholders, building strong relationships through insightful listening and situational fluency.

• Contributing to IP creation, sharing expertise, and reusing solutions to accelerate customer outcomes.

• Collaborating cross-functionally with Global Security teams, Engineering, and Product teams to influence solution roadmaps and remove barriers. Stericycle communication Solutions

Customer Experience Agent Dec 2016 – Nov 2019

• Managed inbound and outbound calls in a timely manner.

• Provided outstanding customer service to promote customer satisfaction and loyalty.

• Received multiple customer commendations for exceptional service and problem-solving skills.

• Built sustainable relationships and engaged customers by taking the extra mile.

• Kept records of all conversations in our call center database in a comprehensible way in a CRM tool.

• Frequently attended educational seminars to improve knowledge and performance level.

• Met Personal/team qualitative and quantitative targets. (ADP)

• Served as the first point of contact for customers seeking technical assistance.

• Showcased new technology to business users.

• Successfully improved customer satisfaction scores by 20% through implementing personalized service strategies.

• Determined the best solution based on the issue and details provided by customers.

• Received the "Customer Service Excellence Award" for consistently providing exceptional service to customers.

Goldman Sachs India Pvt Ltd

Senior Executive Assistant May 2011 to May 2013

• Provided email and calendar management for VP and the executive team.

• Delivered high-level support to a team of Partners, including the Vice President of Investment Banking leading and growing the local administrative team and the day-to-day running of the Bangalore office.

Highlights

• Expertise in delivering Cloud

security services.

• Customer focused individual

with lot of experience in

managing customer service,

IT/Security Operations and

technical support for over 10

years.

• Worked as senior executive

assistant to senior Vice

presidents in HSBC India and

Goldman Sachs India.

• Organized and hosted the client

visits from the UK and US

including organizing and driving

the meetings.

Education

• High school, Bangalore Pre-

University, Bengaluru, India

• Diploma in Computer

Application (DCA) from Needs

Computers, Bangalore

Certifications

• KNOWLEDGE OF MICROSOFT

MCP LICENSING

Security Operations Analyst

Dedicated and customer-focused Technical Support professional with 15 years of experience efficient and effective solutions to end-users. Adept at troubleshooting hardware and software providing timely technical assistance and delivering exceptional customer service. Seeking challenging position in a dynamic organization where my technical skills and commitment customer satisfaction can contribute to overall success. 2

Anuradha Naidu

• Acted as Liaison between all impacted departments to ensure proper communications and reporting practices.

• Organized the details of special events, travel arrangements, corporate agendas, itineraries, and setup high level conference calls.

• Co-ordinated with the travel desk for visa, itinerary, insurance, and ticketing for both domestic/international travel and hotel bookings.

• Dedicated and focused, able to prioritize and complete multiple tasks and follow through to achieve required goals.

• Served as the key contact for overseas visitors.

• Managed Invoices & T&E (chasing outstanding/checking & sending to A/C) Maintaining signatory lists.

• Prepared Monthly reports to the executive team including updating organization charts, business reports, financial reports.

• Managed Moves / Floor plan update on HRWW (HR Work Ways). HSBC Data Processing India Pvt Ltd

Technical Support Assistant- April 2004 to May 2011

• Responded to help desk inquiries, diagnosing, and resolving hardware and software issues.

• Assisted in the installation, configuration, and maintenance of network systems.

• Provided on-site and remote technical support for employees, ensuring minimal downtime.

• Collaborated with IT teams to implement security measures and updates.

• Conducted regular system audits to ensure compliance with company policies.

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