Divya Pradeep Email & Phone Number

India

Bengaluru, Karnataka, India

Bangalore

Responsible for Vulnerability Management Program

Bangalore PSN

Risk Management; Coordinated with various business units to assist in the execution of the critical action plans developed to mitigate the various high and critical risks identified during Rapid Infrastructure Risk Assessments. Developed and executed a process which was crucial to ensure that the identified mitigation actions are periodically reviewed.

Bangalore, PSN

• Key Deliverables:
• Directing and coaching team on their day to day activities. Ensure policies and processes are followed on a regular basis (CITA, ITSM, and Internal Helpdesk). Support and provide supervisors with feedback on team /.
• Review Support activities, formulate and effectively manage Phone/Email duty roster by ensuring there are support staff available during the entire support hours. Leave management and validation of hours for.
• Encourage and motivate team to perform better, work as a team, conduct regular stand-up and team meetings & ensure all team members participate in it, so that new ideas, issue & resolution can be discussed and shared.
• Operational lead for ESC (Enterprise service center India) team, manage daily operations which include queue monitoring, random ticket Quality checks, Remote call monitoring and feedback, daily reports (phone survey.
• Process lead for the Asia Pacific Account management team; manage daily operations which include queue monitoring, escalation management, daily reports and training of new team members. Worked extensively on IMAP.

Bangalore

• Worked as a Service Desk Lead on a very demanding project which involved taking care of 600 applications (password resets, installation and basic trouble shooting) for a leading Hospital in America.
• Was also in charge of the team’s email inbox, this involved assigning emails to various team members and ensuring the turnaround time of 24 hours is maintained on a regular basis.
• Acted as a back-up team lead for the email team. Dealt with all client and VIP concerns and handled email escalations.
• Good understanding of Incident, Request, Change and Problem Management, Worked closely with assignee groups in resolving customer complaints and follow ups.
• Consistently maintained scores and was given the Best Team Player and Start performer of the month recognitions.

Bangalore

• Worked as senior health and life insurance benefits analyst with expertise in Carrier Financial Rating and Client Profiling.
• Compared and analyzed financial rating information from sites like Moody’s and other financial rating sites and prepared appropriate reports for the client.
• Created Benchmarking reports for our clients.
• Had meeting with the clients to ascertain their requirements and handled their concerns as required.
• Worked on numerous projects and learnt the importance of meeting deadlines and understanding SLA’s.

Master Of Computer Applications - Mca, Computer And Information Sciences And Support Services

Master Of Computer Applications (M.C.A.), Computer And Information Sciences And Support Services

Bachelor Of Computer Applications, Computer Science