• Established and launched an online marketplace for handcrafted solid wood furniture catering to the Indian market.• Developed and implemented marketing strategies including social media management (Facebook & Meta Ads), sales & marketing campaigns, and vendor acquisition.• Managed customer service operations, ensuring a positive and seamless buying experience.• Built strong relationships with vendors to secure high-quality handcrafted furniture items.

• Led a team of technical support specialists in resolving IT service desk tickets, ensuring timely resolution and customer satisfaction.• Strengthened service quality by conducting regular quality audits of agent calls and chats, identifying process and communication defects, and implementing corrective measures.• Utilized ServiceNow to analyze performance metrics and generate reports, ensuring adherence to SLAs and identifying areas for improvement.• Provided coaching and feedback to helpdesk agents, leading to improved customer satisfaction and first-call resolution rates.• Collaborated with cross-functional teams (e.g., network engineers, system administrators) to troubleshoot complex technical issues and implement effective solutions.• Managed daily IT Helpdesk operations, ensuring SLAs were met and exceeded.• Conducted regular quality and process audits to ensure compliance with service standards and identify areas for improvement.• Provided process training to new recruits, facilitating their on-boarding and ensuring consistent service delivery.• Conducted initial screenings of helpdesk agent candidates, evaluating technical skills, customer service aptitude, and alignment with company culture.• Handled international B2B clients, end-users, and VIP user escalations, resolving issues promptly and ensuring customer satisfaction.• Co-ordination on critical and major incident with other technical teams.• Conducted root cause analysis for escalated cases, identifying underlying issues and implementing preventive measures.• Generated weekly on-hold and first call resolution reports, analyzing performance metrics and identifying areas for improvement.• Compilation and update of IT SD process knowledge base.• Created ServiceNow workflows to automate analysis of helpdesk tasks, incident reports, ticket queues, and ticket templates, enhancing efficiency and facilitating problem identification within the support system.

• Edited and touched up photos for various projects.• Created logos to meet client requirements.• Performed background removal to enhance visual appeal.• Enhanced pictures as required to meet design specifications.

• Modelled parts of engines and cranes using Solid Edge tool.• Ensured accuracy and precision in modelling to meet project requirements.

• Worked as an Animator, creating helper videos for cloud-based software GoAnimate.• Animated videos and added subtitles to enhance user understanding.• Conducted sound editing to ensure clear and engaging audio.