Roles and Responsibilities: I was the first level of contact for the clients, stakeholders and employees; we provided service via emails, inbound/outbound calls and live chats. Worked closely with SME (Subject Matter Expertise) to understand the challenges, provide resolutions, manage changes and implement operational processes to run the business smoothly. Worked closely with stakeholders and helped them determine acceptable, practical solutions with innovative problem-solving techniques to resolve all levels of escalations. I efficiently demonstrated the ability to handle situations and queries by working within the set policy, procedures and standard processes. Also, acquire excellent communication skills, both oral and written. I have proven exceptional customer management skills with keen attention to details during my tenure.
 Portal Management - website maintenance and support, manual and regression testing along with document management. Identifying and evaluating the technology solutions to improve the business performance and strategy and finding the root that causes the application malfunction.
 Handle highly confidential or sensitive information with integrity and discretion; also have lead the Incident Management team assessing data incident and reporting for betterment of the project.
 Multi-task and troubleshoot issues that arise which may have multiple variables that fall outside stipulated guidelines. Work closely within the developers to ensure there are prompt and accurate resolutions.
 As a quality lead, ensured the team was delivering high-quality customer satisfaction while adhering to the SLA (Service Level Agreement) and work processes.
 Developing and review process related help documents, preparation of UAT (User Acceptance Testing) Testing documentation and performing the test on collaborative applications. Additionally, fore sighting and identifying the potential issues to anticipate and address them before it becomes a global issue.
 Participation in different projects from the EY Knowledge Operations which involved process changes, enhancements, identification and implementation involving various groups like Global IT, Senior Management, Project Managers, Functional Heads & Stakeholders.
 I worked independently on projects and other assignments with working knowledge of the SQL databases.
 Demonstrated ability to communicate and influence effectively across all organizational levels, including members of the executive team and customer service
 Able to learn and master the employer-specific software, writing reports, reviews and summaries
 Managing generalists’ performance, setting goals, monitoring performance, identify training & development needs for the team members
 Act as a single point of contact for the stakeholders and will route queries as necessary to relevant departments.
 I managed the outage management system; Prioritizes restoration efforts, send communications; provided supervisors and clients with an estimated timeline of restoration; reports the actual cause of the outage; provide accurate information about the extent of the outage and its impact on customers and their management.
 Incorporate a portion of the day on email assistance, inbound and outbound phone calls, running reports, providing technical assistance to the clients to access EY Client Portal and EY GlobalOne Individual Portal.
 Mentoring & monitoring the performance of team members to ensure efficiency in process operations and achieve individual & group targets.
 Manage all reported incidents and work with the lead and team to provide effective resolutions.
 I served as a consulting function at all stages of the project, especially related to technical integration, cross-functional teams, implementation and business processes.
 Fabricate a pitch to present turbo ideas to the company’s decision makers.

Economics / Optional English / Sociology