Nisha Jenipher Raju
Irving,TX
Summary
Tech Lead with expertise in customer relationship management and process optimization. Proven track record in enhancing service delivery and operational efficiency while ensuring compliance. Strong analytical skills utilized to drive improvements and achieve measurable results.
Overview
6
6
years of professional experience
Work History
Tech Lead
Cognizant Technologies Solutions
Chennai, Tamilnadu, INDIA
11.2021 - 03.2025
- Developed documentation for existing systems and procedures.
- Managed project timelines and ensured adherence to deadlines and deliverables.
- Conducted technical training sessions for team members on new tools.
- Created and maintained development standards, guidelines, and processes.
- Coordinated cross-functional teams across multiple departments.
- Monitored system performance metrics to proactively identify potential problems.
- Analyzed customer feedback data to make recommendations for product improvement.
- Ensured compliance with all applicable laws, regulations, policies and procedures.
- Recommended improvements to facilitate team and project workflow.
- Identified opportunities for process improvements to decrease in support calls.
- Oversaw budget allocation for technology resources, optimizing spend to achieve project objectives.
- Presented progress reports at executive meetings on a regular basis.
- Reviewed project plans and timelines with team members on a regular basis.
Program Analyst
Cognizant Technologies Solutions
Chennai , Tamilnadu,INDIA
01.2020 - 10.2021
- Assisted customers with inquiries and resolved issues effectively.
- Collaborated with team members to improve customer service processes.
- Escalated complex issues to appropriate departments for resolution.
- Monitored customer feedback and suggested improvements to management.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Offered suggestions for new features that would improve the overall experience with our products and services.
- Followed up with customers after purchase or resolution of issue in order to measure their satisfaction levels.
- Developed strategies for improving customer satisfaction ratings through surveys and feedback forms.
- Updated knowledge base articles regularly with relevant content that could help answer common questions from customers.
- Provided timely responses to customer questions and complaints in a professional manner.
Program Analyst Trainee
Cognizant Technologies Solutions
Coimbatore, Tamilnadu,INDIA
12.2018 - 12.2019
- Assisted customers with inquiries through phone and email support.
- Resolved product issues by diagnosing problems and providing solutions.
- Documented customer interactions in the support ticketing system.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
Education
Master of Technology - Power Electronics
AMRITA VISWA VIDYAPEETHAM
Tamilnadu,INDIA07-2017
Skills
- Project management
- Technical documentation
- Performance monitoring
- Cross-functional collaboration
- Compliance assurance
- Customer relationship management
- Team leadership
- Effective communication
- Time management
- Task delegation
- Team collaboration
- Analytical thinking
- Coaching and mentoring
- Time management abilities
Affiliations
- Versatile in multi tasking
- Time management
- Patience
- Handling critical situations with ease
Languages
English
Professional
Tamil
Professional
Malayalam
Elementary
Accomplishments
Within one year of career period moved to a new unit for guiding four other junior unit members
Received Exceeding expectation Grade in first year of career and Met expectation Rating till End of career
References
References available upon request.
Timeline
Tech Lead
Cognizant Technologies Solutions
11.2021 - 03.2025
Program Analyst
Cognizant Technologies Solutions
01.2020 - 10.2021
Program Analyst Trainee
Cognizant Technologies Solutions
12.2018 - 12.2019
Master of Technology - Power Electronics
AMRITA VISWA VIDYAPEETHAM