Divya Mantha

Experience

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  Wipro BPO

  May 2009 - Aug 2010

  Senior Technical Associate

  • Provide Customer support and technical issue resolution via E-Mail, phone and other electronic medium.• Resolving issues related to laptop software, Hardware & Application• Resolving issues related to Internet Service, Firewalls & Networking• Meting client CPM’s for the process; CSAT, TPR, RPC• Meeting internal targets like Productivity, Quality Compliance, Service level, and other Hygiene metrics.

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  Sutherland Global Services

  Sept 2010 - Feb 2012

  Technical Associate

  • Taking calls as level1 Technical support associate for Symantec Process• Provide level1 support for Norton products(NIS/NAV/N360) by handling escalations from vendors & ensuring highest levels of customer satisfaction on the cases handled• Resolving customers issue within the Average handling time• Maintaining scores consistently• Make customers happy on first call within the given AHT• Resolving issues related to Internet Service, Firewalls & Networking

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  IBM

  Mar 2012 - now

  •Work on Configuration Management for IBM Kenexa Talent Suite, Brassring and Onboarding products. •. Experienced user of HIVE (CRM tool), including creation, maintenance, follow up on Projects & Work Tickets related to product issues concerning customer/clients.•Good Knowledge on End to End Recruitment and on-boarding process and Expertise understanding of all IBM Kenexa Products.•Work on incidents elevated by Internal and External Customers by resolving in a timely manner or escalate them when required to Dev teams. •Work with Cross Functional teams to identify the issue and update it and process to the next levels for resolution.•Maintain track of Known Errors (KE)•Work with development and service desk teams to fix issues.•Primary Contact for onboarding product related escalations / queries and acted as Subject expert for the Product deployment.•Maintain strong adherence to Service Level Agreements •Participate in special projects as per requirement. Show less • Responsible in handling calls e-mails & tickets for (2xB, 2xR KR, KRE & 2xO)• Adhering to the standard SLA’s and client deliverables as per requirements. Resolving customers issue within the Average handling time• Completing the certification process for 2xR level 1 & 2 and also for 2x onboard, required for ongoing• Providing timely and accurate responses to user questions and concerns by phone as well as email • Being available to provide superior customer service as well as training to users not limited to: explaining site functionality, providing system walk through to assist users with completing tasks, creating alternative methods of completing more common tasks, identifying and correcting user errors, identifying and correcting system inconsistencies.• Log and maintain a detailed and accurate account of all user contacts.• To respond to any reports of technical issues received by phone or email, to diagnose and resolve the issue or to redirect the occurrence to the appropriate resources for resolution. Along with this would be on-going updates, maintaining a case log of the issue until it has been resolved, and then communicating the resolution to the reporting user.• Following standard support center procedures and regulations. This includes following release time and availability to make sure that all team members are sharing the work load equally.• Act as an L2 in weekends and elevate / provide a resolution in a timely manner. Show less

  • Solutions Architect

    Jun 2017 - now

  • Software Developer- Configuration Engineer for 2X products

    Feb 2014 - Jun 2017

  • Technical Support Professional

    Mar 2012 - Jan 2014
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  Infinite Computer Solutions

  Oct 2021 - now

  Product Consultant