PROFILEDynamic and results-driven Technical Project Lead with 4 years of expertise in Technical Support and Operations. Expert in ServiceNow, Genesys, AI tools, and Excel coupled with a strong foundation in customer experience improvement projects. Acclaimed by top client leadership for exceptional communication and relationship-building skills.As the Project Lead for Intel Corporation's Technical Service Desk in Bengaluru, I spearhead a dedicated team of 22 agents, delivering cutting-edge solutions that boost overall customer productivity and expertly manage high-risk Infosec support tickets. These critical issues require a specialized, ringfenced team for precise handling. With a proven history of driving innovation, I ensure seamless Project and Client handling operations for a global user base of 160K across 27 countries, providing exceptional 24/7 service.KEY ACHIEVEMENTS INCLUDE:• Reducing technical support-related tickets by 28% in 2023 and 26% in 2024 by effective Problem management and self-service.• Improving the First Contact Resolution% for the L1/L1.5 Service Desk from 70% to 86% within 12 months.• Reducing the number of customer escalations and DSAT on Agent product knowledge by 51% in 2024.• Onboarding 3 major tools (Swish.AI, Aternity, ServiceNow workspace) for Intel Corp, enhancing the Service Desk's troubleshooting capabilities and operational decisions.I bring a global perspective, honed during a successful course as an exchange student in Paris, France, where I demonstrated adaptability in an international setting for 6 months. My efforts were also recognized with multiple Best Individual/Team Awards for leading a standout project implementation at Intel Corp Service Desk.
