SUJITHA THANARAJ
Wellington,Wellington CBD
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
Work History
Service Desk Manager
CITIBANK, Wipro Technologies
Wellington
01.2019 - 08.2024
- Maintained records of all service transactions and customer feedback for future reference
- Managed Major Incidents approximately 20 INCs per day from Customers and provided effective resolution on time and got customer appreciations for the same.
- Always Resolved the Incidents within SLA, achieved high Customer Satisfaction
- Conducted regular performance evaluations for team members to provide feedback and identify areas for improvement
- Oversaw daily operations of service department, ensuring efficient workflow and customer satisfaction
- Resolved escalated customer issues, working with clients to find suitable solutions and maintain positive relationships
- Created positive work environment by fostering teamwork and providing ongoing support for employees
- Analyzed key performance metrics to identify areas of success and opportunities for growth within department
Incident Management Specialist
KOHL's Departmental Stores
Chennai
02.2013 - 12.2019
- Helped standardize operations by preparing documentation of policies and procedures
- Supported user needs, helping with access problems and security issues
- Supported on both Onshore and Offshore timings to meet the SLAs.
- Minimized risk of recurring violations by educating employees on correct procedures
- Delivered exceptional customer service to bolster strong relationships and build positive experiences, Provided professional services and support in a dynamic work environment, Provided professional services and support in a dynamic work environment.
- Identified issues and solutions to eliminate backlog and maximize workflows
- Delivered fast and friendly service to handle questions and service complaints
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
Incident Coordinator
NIKE, Wipro Technologies
11.2010 - 12.2012
- Generated reports to track performance and analyze trends.
- Daily works on 10 to 15 INCs and resolve it efficiently.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Self-motivated, with a strong sense of personal responsibility.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
GED -
Anna University
Chennai05.2010
Skills
- Incident management / CHG Management /ITIL Framework
- Escalation management
- Team collaboration and leadership
- Service quality management
- Customer service
- ServiceNow
- JIRA / KANBAN Methodology
Timeline
Service Desk Manager
CITIBANK, Wipro Technologies
01.2019 - 08.2024
Incident Management Specialist
KOHL's Departmental Stores
02.2013 - 12.2019
Incident Coordinator
NIKE, Wipro Technologies
11.2010 - 12.2012
GED -
Anna University
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