Shikha Khanna
Aubrey,TX
Summary
Experienced IT Support Desk professional with 6 years of diverse experience in IT Admin, recruitment, operations, and customer service. Proficient in Microsoft Office, documentation, and staff management. Demonstrated ability to streamline service desk operations and promote team synergy. Dedicated to leveraging expertise in a fast-paced environment to drive operational efficiency and achieve organizational success.
Overview
13
13
years of professional experience
Work History
Service Support – Contact Center & Helpdesk
Alpha Data Recruitments
09.2018 - 07.2022
- Supported Contact center for Dept of Planning and Municipality for Govt of Abu Dhabi enterprise.
- Handled User Queries across the Region related Account Access, Password Resets, Documentation, module access and Basic HOW DO I Questions.
- Responsible to create each call records in a ticketing system (Manage Engine) and routed the same to technical and functional teams for resolution for L2 level actions.
- Coordinated with L2 End user support teams on escalated/ High age tickets for faster resolutions and reported back to the users.
- Collaborated with cross-functional teams to resolve technical issues, fostering teamwork, and enhancing overall service quality.
- Primarily Responsible and been measured on following KPI’s- 15 mins of AHT (Avg Handling Time) with > 75% of FCR (First Call Resolution) and >95% of KB (Knowledge Base) led Resolutions for all call inbound call contexts.
- Active member of quality assurance team of the operations center to drive the improvement around FCR & AHT by generating more real time SOP/KB articles around KQDS (Known Querry Data set)
- Active Participant on process briefings as conducted by process teams on changes/deployments maintaining team readiness and minimizing disruptions.
- Worked as first-line support for Application Service Desk- for CTS application (Correspondence Tracking system), meticulously troubleshooting issues to minimize downtime and maintain system reliability
IT Admin & Recruitment Support Staff
GIIS
04.2017 - 03.2018
- Provided first-line diagnosis for user issues, improving response times
- Communicated effectively with business and technical resources, enhancing collaboration, also communicated relevant information to candidates and internal teams basis job demand.
- Maintained staffing levels by managing shift schedules, ensuring operational efficiency
- Managed multiple customer issues efficiently, prioritizing incidents based on maintenance contracts and achieving swift resolutions
- Ensured seamless IT operations by managing shift schedules and resolving high-priority incidents, enhancing overall system uptime
- Assist with recruitment tasks, such as positing Job vacancies screening candidates.
- Review & process new hire paperwork to ensure accuracy & completeness.
- Implemented shift management strategies, maintaining operational efficiency and ensuring consistent staffing levels.
- Provide administration support, including scheduling interviews and preparing reports or correspondence.
- Accurately tracked and documented IT support calls, ensuring timely resolutions and maintaining operational efficiency.
- Assisted in training new staff members on company procedures and practices enabling their smooth integration into the workplace environment.
- Enforce company policies , rules and regulations as directed.
Customer Service and Branch Operations Executive
ICICI Prudential
06.2009 - 06.2010
- Managed database updates to ensure accurate customer information, streamlining issue resolution and improving service efficiency
- Handled upscale operations
- Coordinated with team members to handle upscale operations and troubleshoot internet issues, ensuring seamless service delivery
- Studied and presented new products and promotions, driving customer engagement and contributing to sales growth
- Enhanced customer satisfaction by resolving policy queries and promoting new products, leading to increased client loyalty and retention
- Led database updates, ensuring accurate customer information which streamlined issue resolution and improved overall service efficiency.
Education
MBA - Dual Specialization HR and IT
Tecnia Institute of Management Studies, GGSIPU
12.2009
BBA - CAM
Jagan Institute of Management Studies, GGSIPU
12.2007
High School - undefined
Mata Jai Kaur Public School, C.B.S.E
12.2004
Skills
- Front Desk operations
- IT Operations & Helpdesk
- Reporting & Documentation
- ITSM- Tools & MS Office
- Staff Management
- HR operations
- Application Support
- Contact center support
Languages
English
Hindi
Timeline
Service Support – Contact Center & Helpdesk
Alpha Data Recruitments
09.2018 - 07.2022
IT Admin & Recruitment Support Staff
GIIS
04.2017 - 03.2018
Customer Service and Branch Operations Executive
ICICI Prudential
06.2009 - 06.2010
BBA - CAM
Jagan Institute of Management Studies, GGSIPU
High School - undefined
Mata Jai Kaur Public School, C.B.S.E
MBA - Dual Specialization HR and IT
Tecnia Institute of Management Studies, GGSIPU
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