Noopur Sandhya

Experience

• 

  Wipro Limited

  Aug 2014 - Mar 2016

  Senior Technical Support Analyst

  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support. • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. Onboarded and trained all incoming junior tech support specialists. • Creation of Incidents and Service Requests for the supported issues, first point analysis on tickets, and assigning them to other service lines based on the scope • Tracking of Incident from Opening to Closure, with timely communication to business • Managing Sales of various services from initial Contact to Closure. • Assisting users with their concerns and resolving the issue by keeping Customer Satisfaction at the topmost priority • Configuring Mail Client (MS Outlook) Show less

• 

  InterGlobe Technologies

  Apr 2016 - Nov 2016

  Quality Assurance Analyst

  • Primary tasks include Call/ticket/Chat audits and provided useful data to the client and the support team to change/develop strategies. • Provided Feedback and Coaching to candidates and sharing the weekly report and improvement plan for the team to ensure continuous process improvement.

• 

  HCLTech

  Nov 2016 - now

  • Assist operations in end to end transition for new projects (Phases - Design, UAT, ORT, Go-live).• Manage the creation and maintenance of SOP for multiple projects.• Lead initiatives such as Continuous Improvement and Voice of the Customer (VOC) across locations for the company.• Drive continuous improvement projects to improve process performance • Support with innovation and/or transformation roadmaps for prospective clients by working closely with the solutions team to deliver transformation• Drive training related to Transactional Quality (TQ).• Monitor contractual quality commitments, perform gap assessment, and work with SDMs to resolve discrepancies.• Drive VOC, Customer Satisfaction (CSAT), Net Promoter Score (NPS) actionable across the team and maintain/improve the scores.. Show less • Co-ordinated with Training and Operations to ensure 100% adherence to the standards. • Actively involved in mentoring the new hires on the program and promoting good practices to help them come up the learning curve. • Identified service performance opportunities for improvement through rigorous data analysis using Lean and Six Sigma methodologies. • Developed strategies for improvement by deep-dive analysis thereby providing monetary benefit to the project.• Managed multiple projects for process improvement, continual service improvement and performance improvement for Operations.• Assist the client in Knowledge Management by drafting the new policies, changes, updates in the Knowledge Base. Show less

  • Quality Assurance Manager

    Jul 2021 - now

  • Deputy Manager Quality Assurance

    Jun 2019 - Jun 2022

  • Quality Assurance Analyst

    Nov 2016 - May 2019