Experience:
Service Delivery Coordinator
7 Year Experience in Soffit Infrastructure Services Pvt Ltd (from 28 Jan 2015 – Till Now)
JOB RESPONSIBILITY
❖ Coordinated day to day operations to ensure quality of service and customer satisfaction
❖ Helpdesk tool Management(Mange Engine)
❖ Create and administer trouble tickets through ticketing system
Incident/Service Request, Change and Problem Management
❖ Assigned technicians for fixing complaints according to their technical skills and assigning onsite engineers
❖ Responsible for gathering all helpdesk tickets at the end of the day and generating a report for management
❖ Noted down recurring technical problems
❖ Maintained Non-secret and Secret, physical and digital documents for mission critical operations
❖ Handling customer calls
❖ Maintaining customer reports
❖ Maintaining customer relation
❖ Managed IT inventory and equipment distribution for entire organization
❖ Prepare daily weekly and monthly reports
❖ Maintaining customer contract and scheduling customer proactive based on contract.
❖ Supported other departments and projects as assigned.
❖ Coordinating training.
❖ Collecting feedbacks and improves the support wherever need.
❖ Database updating
❖ Asset Management and documentation
❖ Keeping attendance
Marketing Coordinator
1.5 Year Experience in Soffit Infrastructure Services Pvt Ltd - Marketing coordinator (from 16 Sep 2013 – 27 Jan 2015)
❖ Arranging Marketing Meetings
❖ Preparing Proposals
❖ Updating Marketing database (CRM)
❖ Training conducting
Education:
❖ MBA - HRM
❖ Bachelor of Business Administration (BBA) Kerala University with 68 % 2013
❖ Higher Secondary Commerce under Kerala State Board with 80 % 2010
❖ SSLC Under Kerala State Board with 77% 2008
Skills:
In-depth knowledge of utilizing Crystal Reports and relevant call tracking.
❖ Proficient in dealing with highly confidential information.
❖ Throughout Involvement of ISMS implementation, Audit and documentation process.
❖ Proficient with Manage Engine (ITIL Standard), iTop (Asset Management tool), CRM, MS Outlook, MS Office.
❖ Exceptional ability to manage multiple projects in a timely manner.
❖ Excellent customer service skills.
❖ Superior conflict resolution and analytical skills.
❖ Good organizational skills
