Customer Service Help Desk

Ravi Shankar Mutte

*** ******* **, ************, ** 20877

301-***-**** *********@*****.***

SUMMARY

With over a decade of experience in project coordination, team management, and client relations, this dedicated and results-oriented professional has consistently demonstrated the ability to lead cross-functional teams and deliver projects within scope, budget, and schedule. Expertise in content management, customer service, and organizational leadership has allowed for effective navigation of complex challenges and driving successful outcomes. WORK EXPERIENCE

Vedas Technologies, Inc. Virginia, United States

Database Developer / Help Desk Associate Jan 20 – Oct 24

● Created tickets using a Service-Now and assigned to the appropriate team for a quick resolution.

● Proficient in using ServiceNow for IT service management (ITSM), incident tracking, and workflow automation to enhance operational efficiency.

● Proficient in creating, tracking, and managing service requests, ensuring timely resolution and adherence to SLAs.

● Experienced in Jira for project management, issue tracking, and agile methodologies, including sprint planning and task prioritization.

● Hands-on experience with Jira for project and task management, issue tracking, and Agile methodologies (Scrum/Kanban).

● Skilled in creating, managing, and analyzing reports, dashboards, and workflows in both platforms to optimize business processes.

● Ran reports using complex PL/SQL queries on network monitoring stored in the Oracle 19c DB.

● Wrote and deployed multiple PL/SQL ETL scripts for migrating data from older versions of Oracle 12c databases to Oracle 19c databases.

● Retrieved data from JSON objects using built-in functions in PHP and uploaded them to database tables for a large content management system developed using Joomla 3.9.20, PHP 7, and Oracle 19c.

● Worked on the BeyondTrust application, changed service account, and created daily backups.

● Supported Derdack message notifications for network systems.

● Patched Windows 2019 and RHEL 8 Linux Servers.

● Used Microsoft Office 365 Suite to create digital content for websites.

● Installed Joomla v3.10.11 and MySQL v8 for a Joomla-based CMS on a Windows 2019.

● Administered MySQL databases using MySQL Workbench.

● Good understanding of Microsoft Windows and Linux operating systems.

● Strong written and verbal communication skills.

Noodles & Company Maryland, United States

Assistant General Manager Dec 16-Dec 22

● Food Safety, safety, Quality Food Production.

● Managed inventory, safety, and security.

● Daily Maintenance and Cleanliness.

● Managing Crew, Scheduling, and Training for a staff size of 48 people.

● Exceptional Customer Service, and Scheduling deployment.

● Controls labor and food costs through daily management and supervision.

● Consistently checks stock levels and orders supplies.

● Consistently learns, develops, and generates sales growth through positive guest experience.

● Product tests to ensure operational plans are executed within established guidelines

● Maintains restaurant clean to ensure QSC standards, maintenance of facilities and equipment.

● Consistently led to deliver excellent food quality and exceptional guest service through the use of proven systems and routines.

● Strives to create and maintain a diverse team.

● Performed other duties as required and assigned. Ad-Astra Maryland, United States

Independent Contractor Jan 17-Current

● Convert concepts in the source language to equivalent in the target language.

● Provided accurate and timely translation services, meeting project deadlines and maintaining linguistic integrity.

● Managed work schedules and collaborated effectively with team members to achieve project objectives.

● Compiled information, such as technical terms used in legal settings, into terminology databases to be used in translations.

● Spoke, read, and wrote fluently in at least two languages, including English and one more.

● Relayed the style and tone of the original language.

● Managed work schedules to meet deadlines.

● Render spoken messages accurately, quickly, and clearly. Sanofi Pharmaceutical Maryland, United States

Customer Service Manager / Data Entry Feb 17-Mar 18

● Data entry is a large part of most customer service positions.

● Collect customer’s information to verify his/her identity or account, may also collect information about a new customer and provide with pricing, product, shipment info.

● Need to document information about customer interaction, including leaving notes for the next CSR who speaks with the customer.

● While primary responsibility is collecting and accurately entering customer info.

● Respond to all inquiries, escalations from team to help them resolve problems or direct them to appropriate resources, as primary point between employer and the customer. Smilez Dental Care Maryland, United States

Office Manager Nov 16-Feb 17

● Verifies and ensures competency when utilizing Dentrix system.

● Obtains information from Dentrix to verify coding (CDT).

● Print Dentrix documentation as needed by insurance companies (e.g., treatment plan)

● Ensures patient confidentiality, informs supervisor if inaccuracies are identified.

● Follows all policies and procedures pertaining to Dentrix.

● Constantly alert for ways to improve customer service, improve patient flow, increase productivity, and improve utilization of resources communicating ideas to supervisor.

● Willingness to learn, abide by CHA/Community Health Alliance policies and procedures.

Tripura Rural Livelihood Mission (TRLM) Agartala, India Professional Resource Person Jun 15-Jul 16

● Co-manage State Implementation Unit and coordinate with the District Mission Management Unit, Block Mission Management Unit, and local stakeholders.

● Work as a trainer in the training's organized for the communities and other partners.

● Prepare monthly reports, and other reports as required, promoting project through IEC strategy and organize special events based on key TRLM/National Rural Livelihood Mission (NRLM) theme in particular region.

Mizoram State Rural Livelihood Mission (MzSRLM) Mizoram, India Professional Resource Person Jun 14-Jun 15

● Assist the Local staff and state missions in formation of a model village and identification of the poor by the process of 'Participatory Identification of Poor (PIP).

● Train and equip staff and community to ensure participation of the community in identifying the poor and building institutions of the poor.

● Manage the efforts of grassroots level employees and monitor the work of Resource Organization staff deployed in respective blocks.

● Translating & making of field level practical case study documentaries. Orvakal Mandal Podhupu Lakshmi Ikya Sangam (OMPLIS) Kurnool, India Project Coordinator/Project Manager Jan 12-Jun14

● Coordinate between the state missions from the Resource Organization (OMPLIS), while providing strategic guidance to the state missions and their staff.

● Organized numerous field level workshops with officials ranging from senior Indian Administrative Service (IAS) officers to Public Representatives.

● Took part in strategic planning and implementation of Resource Block Strategy along with senior IAS officers, National Mission Managers of NRLM and State Anchors.

● Setting up goals and objectives to lead the Community Resource Person teams from Andhra Pradesh in Northeast to form Self Help Groups (SHG’s) under NRLM.

● Replicate locally proven social mobilization, IB/CB practices in other blocks. Starwood Group of Hotels - The Westin Hyderabad Mindspace Hyderabad, India Program Manager (EDM) Nov 12-Jan 14

● Handle loyalty program for entire Andhra Pradesh region right from startup.

● Major operations like hiring, briefing, training, leads acquisition and sales.

● Making budgets and achieving targets week by week.

● Providing necessary support for every team member to improve and succeed. Allegiance Marketing India Pvt Ltd., Accor Group, Hyderabad, India Senior Sales Consultant (Novotel) Jan 08-Nov 12

● Built a team who understand the importance of their role in product selling.

● Train new consultants in product knowledge and enhance them to be a team player.

● Maintain relation between all departments and guest to ensure better coordination.

● Promoting referral drive to increase sales and tracking of the guest’s usage and updating.

● Contributed for continuous improvement of service standards within organization. Novotel & Hyderabad International Convention Centre (HICC) Hyderabad, India Guest Relations Officer (GRO) Jun 07- Nov 11

● Provide upscale guest service experiences for clients throughout their stay.

● Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.

● Oversee check-in and check-out procedures, including financial transactions.

● Ensure guests, like disabled, elderly, children, and VIPs, receive personalized services.

● Coordinate and manage communication between guests, staff and follow up to ensure we resolve customer concerns.

● Inform clients of our hotel services, including breakfast and dining options.

● Promote all hotel amenities, conveniences and programs offered.

● Manage guest relations to ensure we comply with all standards and operating procedures.

● Appraise team’s performance and produce regular reports. VOLUNTEER EXPERIENCE

OMPLIS, Kurnool

● Working on Community Based Organizations (CBO) for local improvement to facilitate the implementation of projects and design of sustainable strategies for the operation.

● Work to expand partnerships and cooperation between CBO's and the local government to implement projects, priorities and initiatives integrated into development in the region. Mizoram

● Volunteered for Young Mizo Association (YMA) which highly influences in good family management, social commitment, religious respect, preservation of religion, and abstinence from recreational substances which includes alcohol and drugs.

● Volunteered for enrolling Atal Pension Yojna (APY). Tripura

● Volunteered for enrolling members for Pradhan Mantri Suraksha Bima Yojana (PMSBY).

● Volunteered for enrolling Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY).

● Implemented the Swachh Bharat mission, which is a cleanliness drive aimed to Cleanliness. EDUCATION

Occupational Degree in Customer Relationship Management (CRM) Bachelor of Science (Chemistry)

Certified Food Services Manager, ServSafe Alcohol Certified Oracle Cloud Infrastructure 2022 Certified Foundations Associate March 2023

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