Lalita L.

Experience

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  Yazaki Corporation

  Jan 2008 - Jan 2012

  Research And Development Engineer

  • Creation and management of research documentation on prototype wire harness systems eg. draft protocols, test reports, test methods, and data summaries. • Inspection and analysis of prototype material, to ensure compliance with specifications and standards. Given feedback for further improvements.• Performed material, system, and performance tests in accordance with the requirements of Good Manufacturing Practices (GMP).

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  Intercruises Shoreside and Port Services

  Jan 2014 - Jan 2016

  Customer Service Associate

  • Assisting guests from all over the world with various task assignments during turnarounds with Royal Caribbean Cruise Lines. • Verification of documents and data entry with supreme service minded

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  NNIT

  Jan 2016 - Jan 2019

  • IT Supported for 1st and 2nd line incidents, Analyzed, troubleshooted, categorized, solved and escalated cases for both hardware and software.• Worked within SLA and monitored to ensure team compliance.• Managed software Licenses and procurement. • Work included knowledge transfer, development and implementation of support solutions.• Created and updated SOPs documentation in accordance with ITIL and GxP documentation.• Mentored the transition team. Handled training and ensured that the team was working in accordance with domain requirements. Show less

  • IT System/User Administration

    Jan 2017 - Jan 2019

  • IT Support Analyst

    Jan 2016 - Jan 2017
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  Vivino

  Jan 2021 - Jan 2023

  • Headed outsourced teams in the Asia/Pacific region, ensuring overall performance excellence.• Responded promptly to the outsource customer support team manager, supported requests and given advises and solutions.• Monitored and analyzed KPIs, CSAT, and DSAT to meet SLA standards for interaction and case handling, ensuring high-quality IT service delivery.• Optimized workflows and contact handling procedures to enhance frontline support team efficiency and productivity.• Identified process gaps, offering recommendations and insights for improvement.• Developed and maintained knowledge articles, policies, SOPs, system documentation, and supporting materials.• Communicated with stakeholders and managed relationships with external partners.• Managed access for external partner onboarding/off-boarding processes.• Resolved escalations from customer service partners in the region. Show less • Supported customers with diverse and complex technical questions.• Identified, diagnosed, troubleshooted, and resolved issues in production environment.• Replicated bugs, created bug reports, escalated to development teams and followed up.• Gave insight and direction to improve usability, applicability of Vivino application.• Developed and used technical material for support and training.• Partnered with the sales and marketing teams to understand and meet customers’ technical and business challenges. Show less

  • Regional Tier 3 Support Specialist

    Jan 2022 - Jan 2023

  • Technical Product Support

    Jan 2021 - Jan 2022
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  Novo Nordisk

  Dec 2023 - now

  Information Technology Administrator