• Collaborated with global demand planners and key business users to align technology solutions with enterprise architectural plans.• Supported renowned luxury brand LVMH Sephora business users in analysing Replenishment, Assortment, Forecasting, and demand planning issues and needs.• Ensured seamless mapping of business requirements to technical solutions for a complex global supply chain.

• Liaising with account delivery team on escalations, service requests, incident reviews, and other service delivery matters.• Determining scope of improvement in process by root cause analysis in collaboration with cross function team.• Spearheading resolution of the problems to review progress in each phase and leading a new project of major incidents for demand planning – Retail on a new tool with self-paced learning.• Identifying the service tickets priorities and delivering the… Show more • Liaising with account delivery team on escalations, service requests, incident reviews, and other service delivery matters.• Determining scope of improvement in process by root cause analysis in collaboration with cross function team.• Spearheading resolution of the problems to review progress in each phase and leading a new project of major incidents for demand planning – Retail on a new tool with self-paced learning.• Identifying the service tickets priorities and delivering the resolution with timely communication and documentation on tickets• Communicating about the issues and resolution over emails and comments on tickets to key users for understanding the root cause and business rules impacting the service. • Validating the impact on the incident and updating customer on the further action.• Standardising business process as per prior audit recommendation to implement quick solution platform.• Recommending for service process improvement plans.• Coordinating with business service managers, service owners, technology and business partners and wider business stakeholders to drive service improvement.• Contributing to CSI activity by developing problem management tooling and processes.• Contributing to problem management articles in the knowledge management database.• Conducting workshop to impart training to stakeholders.• Organising problem management forums and nomination meets for discussion on high priority issues. Show less

• Analysed customer feedback to identify areas for improvement and implemented strategies to increase customer satisfaction by 2.5% to 3% weekly.• Coached and mentored employees to help them reach their full potential, resulting in a 3% to 4% weekly increase in productivity.• Managed a team of 35 to 40 employees, setting goals and delegating tasks to ensure that deadlines were met for priority-based tickets with effective team building techniques.• Established and maintained… Show more • Analysed customer feedback to identify areas for improvement and implemented strategies to increase customer satisfaction by 2.5% to 3% weekly.• Coached and mentored employees to help them reach their full potential, resulting in a 3% to 4% weekly increase in productivity.• Managed a team of 35 to 40 employees, setting goals and delegating tasks to ensure that deadlines were met for priority-based tickets with effective team building techniques.• Established and maintained relevant checks & controls via feedback system to monitor the operations of the team. • Developed and monitored KPIs to ensure that goals and objectives were met on time and within budget.• Developed business strategies by identifying areas of process improvements and providing inputs for business efficiency and transformation activities.• Assured on time deliveries by conducting performance reviews with stakeholders & platform owner’s teams at weekly /monthly / quarterly schedules.• Conducted audits on the tickets, ensured highest service levels & C Sat by the team.• Performed trend analysis of top recurring issues (critical/repetitive major incidents) and carried out root cause analysis of problem using 5 Why analysis.• Supported IT service delivery in terms of incident management.• Troubleshooted network incidents in the client network, notified & rectified along with internal IT teams.• Configured devices - routers, switches based on the client requirements.• Analysed and published risk impact by summarizing the trend of network shortfalls, repetitive faults, and duplication at regular intervals.• Maintained an inventory for multiple sites with regards to IT assets for business to track business inventory.• Establishing a process framework for short term and long-term process development.• Providing day-to-day account (Statement of Work) related direction and priorities to capability teams. Show less

• Managed change models for change management process and ensured adherence and timeline discipline.• Hosted CAB calls/meetings with stakeholders for all priority incidents and business applications specific issues.• Interacted with stakeholders and end customers on incident prioritization and resolutions.• Ensured accuracy of data in collaboration with the incident management team.

• Monitored client order progress and maintained case records to ensure compliance with regulations.• Facilitated timely updates with customers on priority incidents, offering interdisciplinary support until closure.• Mitigated risks from critical incidents impacting BAU Operations by analyzing resolution times and providing feedback for improvement.

As an SME_Customer Service Specialist at Sitel India Pvt Limited, I developed training materials, conducted workshops, and handled escalated customer complaints with timely solutions.• Developed training materials and conducted workshops to ensure teams have the right skills and knowledge.• Handled escalated customer complaints and provided appropriate solutions within time limits.• Communicated effectively with stakeholders on high priority incidents for timely resolutions.