Ruja Shakya Email and Phone Number

Worked in a team to cater to the needs of over 300 customers per 8-hour shift providing reliable and fast service including stocking, refilling shelves while maintaining cleanliness and ensuring food safety. Maintained customer integrity and high satisfaction rate while achieving the target of 20-sec service/customer• Conferred with customers about concerns with products or services to resolve problems and drive sales• Developed and actualized customer service initiatives to decrease wait times• Skilled using cash register including processing sales discounts and refunds• Maintained Customer Integrity and followed the company policies • Maintained composure and patience in facing the difficult customer situation

❖ Administered multiple systems which included Freesides, vtiger, RT , PortaOne, ACD, Zapier, SurveyMonkey, Redmine and other internal tools under the Operations Department .❖ Performed high level troubleshooting and identified the problems regarding the systems.❖ Trouble shoot the end users issues and escalated to the right department.❖ Performed analysis of system requirements and specifications with active participation on implementation.❖ Prepared test plans and performed the test analysis for system changes.❖ Participated in the meetings to enhance the operation processes for the improvement of overall brands of the company.❖ Provided Reports and metrics on Customer’s issues and needs regarding the products.❖ Created and executed project plans, business processes, risk analysis , process re-engineering.❖ Provided training and support (Live Chat) for the internal users on the new system introduced.❖ Actively worked with technical leads and developers to ensure the technical design meets the Business needs.❖ Worked Cross Functionally with each business team to gather and validate business requirements for the assigned projects.

 Monitored over 100 printers and other peripheral devices in approx. 40 labs at Doon campus Maintained, troubleshoot and recorded network connectivity issues Checked and refilled papers and as ink for the printer in each allocated lab and classroom

 Configured & installed OS, drivers, software for clients on an average of 500 workstations/month Test and validate operation of newly installed software Trained customers on various software as well as operating systems Provided phone and on-line support to customers as per required Monitored and resolved issues within the network of organization Configured and deployed Qnap NAS Communicated with clients and solved their technical issues Maintained proper reporting within company CRM/business systems Update customer service tracking systems Follow all company quality and safety procedures Interpreted technical documentation including wiring diagrams to customers