Jessica Sood
Chandigarh
Summary
Experienced Business Operations Specialist with 7 years of expertise in optimizing operational processes and implementing effective business solutions. Demonstrated leadership in motivating teams, driving process improvements, and consistently achieving key performance metrics across diverse environments. Results-driven professional dedicated to enhancing operational efficiency and driving business success through strategic decision-making and innovative problem-solving techniques.
Overview
9
9
years of professional experience
Work History
Team Lead
Tech Mahindra Private Ltd.
07.2022 - Current
- Managed and mentored a team of more than 8 members providing guidance, support, and performance feedback.
- Delivered training programs to enhance team and new members skills and knowledge.
- Leveraged Microsoft tools to automate resource handling reports and agent performance.
- Incorporated dip checks to facilitate free communication and ensuring team meet all deadlines to resolve customer ticket within SLA. Led to resolve 50% of the load.
Senior Technical Associate
Tech Mahindra Pvt. Ltd.
07.2020 - 07.2022
- Served as subject matter expert in AT&T fusion process.
- Developed and maintained detailed technical documentation to facilitate knowledge transfer for seamless team handoffs.
- Used ticketing systems to manage and process support actions and requests.
- Oversee critical/escalated customer concerns primarily within healthcare facilities, data centers, and banks. My responsibilities extend across the USA, LATAM, and North America, focusing on addressing IT infrastructure-related queries encompassing network, hardware, and telecom infrastructure issues.
Technical Associate
TECHNICAL MAHINDRA PVT. LTD.
07.2018 - 07.2020
- Handled end to end AT&T business clients. Maintained quality assurance of above 90% and customer satisfaction objectives.
- Prioritized and addressed customer concerns acting as bridge between testers and customer following service level agreement.
Intern
Development Logics Solution Pvt. Ltd.
05.2017 - 07.2017
- Pursued internship and developed Vayudoot website along with enhanced skills to use word press.
Trainer
Logic Skill Consulting Pvt. Ltd. ISO: 9001-2008
01.2017 - 03.2017
- Learned Core and Advance JAVA and responsive web designing.
- Earned Professional Badge on completion.
Education
Bachelor of Technology - Electronics and Communication
JAWAHARLAL NEHRU GOVERNMENT ENGINEERING COLLEGE
05.2018
Senior Secondary - Science
ARMY PUBLIC SCHOOL YOL CANTT
05.2014
Skills
- Team Management
- Performance Management
- Coaching and mentoring
- Communication
- Conflict Resolution
- Decision Making
- Stakeholder Management
- Troubleshooting
- Incident Management
- Problem Solving
- Service Now
- Networking Technologies and Infrastructure
- Telecom Technologies
- MS Excel
- MS Word
- Programming (Core and Advance java)
- Responsive Web Design
- SQL Database
Hobbies
Playing Chess
Outdoor Sports like Badminton
Fitness enthusiast
Dancing (Kathak)
Painting
Blogging
Hiking
Timeline
Team Lead
Tech Mahindra Private Ltd.
07.2022 - Current
Senior Technical Associate
Tech Mahindra Pvt. Ltd.
07.2020 - 07.2022
Technical Associate
TECHNICAL MAHINDRA PVT. LTD.
07.2018 - 07.2020
Intern
Development Logics Solution Pvt. Ltd.
05.2017 - 07.2017
Trainer
Logic Skill Consulting Pvt. Ltd. ISO: 9001-2008
01.2017 - 03.2017
Senior Secondary - Science
ARMY PUBLIC SCHOOL YOL CANTT
Bachelor of Technology - Electronics and Communication
JAWAHARLAL NEHRU GOVERNMENT ENGINEERING COLLEGE
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