Summary
Overview
Work History
Education
Skills
Timeline
Generic

Trupti Zunjar

MH

Summary

Dynamic Technical Process Specialist with a proven track record at Infosys, excelling in problem-solving and process development. Adept at enhancing customer satisfaction through effective communication and innovative solutions. Skilled in Microsoft 365 applications and workflow design, I consistently deliver high-quality support and training, driving operational efficiency and user engagement.

Overview

11
11
years of professional experience

Work History

TECHNICAL PROCESS SPECIALIST SME

Infosys IBPM Reported Limited
09.2022 - Current
  • Process: DTNA.
  • ServiceNow tickets: password reset, request for software (manual software install), fixing issues regarding Outlook and Microsoft Teams. Microsoft 365 applications, teams, and software install and license.
  • Win 10 and Win 11 troubleshooting. Remote Desktop Connect for Windows 10 and Remote Help for Windows 11.
  • Troubleshooting for Software and Hardware (Laptop, Printer) L1 Troubleshooting.
  • Maintained a high level of customer satisfaction by responding quickly and accurately to customer inquiries and requests. Worked on the SDR.
  • Coached newly hired employees and interns while observing progress and process requirements.
  • Interfaced with area teams to verify the application of technical details.
  • Managed users' expectations of support and technology functionality in order to provide a positive user experience.
  • Wrote and updated detailed technical documentation and knowledge articles for software applications.
  • Followed up with the user to verify optimal customer satisfaction following support and problem resolution.
  • Conducted root cause analysis to identify, prioritize, and eliminate process losses.
  • Developed training materials, KB articles, and conducted training sessions on new or revised processes for staff members.
  • Developed documentation, diagrams, and specifications to meet project requirements and regulatory standards.

L2 TECHNICAL SUPPORT (Technical Process)

Sutherland Global Services
06.2019 - 09.2022
  • Process: Micron ( Memory and SSD providers)
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Process: Micron ( Memory and SSD providers)
  • Technical support and Real-time analyst for 3 years.
  • Worked on Supervisor call, chat and email received by customer regrading Hardware issue such as memory, SSD.
  • Managing multiple ques, creating productivity reports, managing breaks, focusing contact volume, managing volume, study volume on day to day basis report issues with systems or applications by creating service now tickets or request for services for example software or Hardware
  • Performed troubleshooting of hardware related issues over the phone or remote access tools like Teams or teams meeting.
  • Collaborated with colleagues from different departments for resolving complex technical issues quickly and efficiently.
  • Participated in team meetings regularly to discuss new updates and upcoming memory and SSD updates.

SENIOR ASSOCIATE

WNS Global Services Pvt
03.2017 - 01.2019
  • Process: British Gas
  • Solving the customers and landlord's queries regarding their energy accounts, take meter readings and inform them via email.
  • Adhered to quality and service standards to support operational goals.
  • Maintained a high level of accuracy in data entry and database management.
  • Analyze customer feedback surveys to improve the services offered by the company.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Increased customer service success rates by quickly resolving issues.

SENIOR PRACTITIONER

Concentrix Daksh
04.2014 - 09.2016
  • Process: Energy Australia
  • Account management to open and close customers' energy accounts.
  • Identified errors in registration processes, while maintaining quality standards.
  • Deployed innovative approaches to problem-solving that resulted in improved outcomes for clients.
  • Presented case studies to colleagues.ted work instructions.
  • Delivered high-quality presentations that effectively communicated complex concepts to diverse audiences.
  • Implemented innovative approaches to problem-solving, leading to more effective resolutions for complex client issues.

Education

Bachelor of Computer Applications -

Tilak Maharashtra Vidyapeeth
Pune, Maharashtra
04.2001 -

HSC -

S.M.V. Kharadi
Pune, Maharashtra
04.2001 -

SSC -

S.N.B.P. Jr Collage
Pune, Maharashtra
04.2001 -

Skills

Ability to work flexible hours and be available 24x7x365 Problem Solving

Timeline

TECHNICAL PROCESS SPECIALIST SME

Infosys IBPM Reported Limited
09.2022 - Current

L2 TECHNICAL SUPPORT (Technical Process)

Sutherland Global Services
06.2019 - 09.2022

SENIOR ASSOCIATE

WNS Global Services Pvt
03.2017 - 01.2019

SENIOR PRACTITIONER

Concentrix Daksh
04.2014 - 09.2016

Bachelor of Computer Applications -

Tilak Maharashtra Vidyapeeth
04.2001 -

HSC -

S.M.V. Kharadi
04.2001 -

SSC -

S.N.B.P. Jr Collage
04.2001 -

Similar Profiles

CREATE PROFILE
Trupti Zunjar