Animesh Sharma

Experience

• 

  Etech Global Services

  Jul 2015 - Jan 2016

  Online Chat Representative

  - Provided a superior level of customer relations, promoted the sales and service while maintaining Customer satisfaction for the product and services.- Ensure chat quality is maintained successfully with information provided as per knowledge bases for the dedicated product and schemes as per the framework.-Ensuring the procedures are followed while assisting maximun number of customers in dynamic environment.

• 

  IBM

  Mar 2019 - Mar 2022

  Service Desk Specialist

  At IBM my current job responsibilities are to:- Be available to receive any new calls at start of the shift- Ensure consistent productivity and quality of service- Meet SLA and individual KPI, to maintain customer satisfaction - Ensure that all the tickets are assigned according to the account's procedures- Handle any front-line technical queries and fix/log them appropriately accurately reflecting content of the call- Handle and assist second level teams with problem determination- Escalation of the queries when required to appropriate personnel or team- Helping team to minimize the outbound call duration and quantity- Monitoring tickets in the queue and providing appropriate resolution to it.- Apply end to end ticket and call handling expectations of account- Identifying the knowledge management gaps and drive closure Show less

• 

  Kyndryl

  Dec 2021 - now

  - Managing transitions by collecting resources, documents and data required for onboarding activities- Communication & collaboration with different teams including setting up calls, meetings and working closely with managers at different locations geographically- Contributing to keeping the compliance in shape while working in cooperation with Cross Border process SME to fulfill account requirements- Initiating project start documents while following up with approval chain within the SLA as per contractual requirement of the UKI market • Handle compliance information and create documents, within the service scope of assigned project- Follow up on the project closure process by reviewing the final draft and dispatching the Cutover Communication, stating that compliance details are in place for audit. Show less

  • Project Associate

    Mar 2022 - now

  • Service Desk SME

    Dec 2021 - Mar 2022