Samriti Samriti Email & Phone Number

Brampton, Ontario, Canada

• Reduced product rollout time by 24% through strategic initiatives and the use of agile methodologies.
• Made a considerable business impact by evaluating complex business and system processes and industry standards, improving operational efficiency by 30% and compliance by 25%.
• Managed capital funding of up to $5 million from project approval to closeout, ensuring on-time and within-budget delivery, resulting in a 10% cost saving.
• Advised new analysts and allocated work to vendors and internal teams, ensuring timely deliverables and enhancing overall productivity by 20%.
• Formulated comprehensive project plans and coordinated engineering, design, and shop drawing efforts, leading to a 15% reduction in project completion time.
• Reported to owner and client teams regarding project status, keeping all entities well-informed of milestones and goals, which improved stakeholder satisfaction by 25%.

North York, Ontario, Canada

• Created technical documentation for process improvement based on high call flow data, reducing average call handling time by 15% and improving service efficiency by 20%.
• Resolved 95% of customer technical issues by analyzing test scripts, leveraging 5+ years of expertise, and using probing questions, leading to a 20% increase in customer satisfaction and a 15% improvement in system.
• Used communication and teamwork to resolve customer inquiries, reducing response time by 25% and boosting satisfaction by 15%.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues, enhancing resolution efficiency by 30%.

Chandigarh, India

• Planned and supervised dispatch and field technician operations via various communication systems, ensuring efficient scheduling and reducing response times by 15%.
• Led a team of 10 dispatch operators, executing schedule and time management, resulting in a 20% decrease in customer complaints.
• Implemented process improvements that reduced average dispatch response time by 15%, leading to a 10% increase in customer satisfaction scores.
• Developed and delivered comprehensive training sessions on dispatching and troubleshooting techniques to a team of 12 junior analysts, decreasing escalations by 40%.
• Developed and executed client retention strategies, resulting in a 5% increase in annual revenue from existing clients.

Chandigarh, India

• Collaborated with Field Service technicians to troubleshoot and address technical issues, completing equipment updates efficiently and improving service reliability by 20%.
• Followed company escalation guidelines meticulously to resolve technical issues, including making follow-up outbound calls to customers or external service vendors as needed, enhancing issue resolution rates by 25%.
• Completed and checked in customer Work Orders in ICOMS accurately, including provisioning all equipment with HighSpeed data, eMTA phone modems, and converter boxes, ensuring a 98% accuracy rate.
• Demonstrated ability to create comprehensive technical documentation for process improvement and guidance, proficient in Microsoft Office suites and experienced in data analysis

Chandigarh, India

• Conducted client calls and guidance to troubleshoot equipment related issues to prevent truck rolls, setup and use of equipment, and how to order pay-per-view events.
• Activating cable cards, cable modems, balancing customer premise equipment, Modify Workorders, andother addressable equipment providing field help and customer questions in a professional and courteousmanner.
• Data entry and research as required to troubleshoot customer problems.
• Log all calls and accurately complete case notes in the call tracking database.

Internet Applications And Web Development Fundamentals, Web Designing

Bachelor Of Technology - Btech, Electronics And Communications Engineering