1. Padmaj_j@yahoo.com
CURRICULUM VITAE
CAREER SUMMARY:
 Total 8 Years of Experience in; Training, Operations, Process Management and Client
Servicing in IT, ITES, International BPO (Tech & Non Tech Process).
 A Team player with recognized proficiency in Spearheading Collection Operation with keen
focus on accomplishment of the company’s mission & profitability targets.
 Experience in Managing Customer Service Operations for rendering and achieving quality
services.
 Responsible for resolving Customer Complaints on Performance bottlenecks.
 Performing the role of the Escalation point to address specific Customer Requirement.
 Monitoring the post service activities like follow up with the customers, service reminder and
handling
PROFESSIONAL DETAILS& WORK EXPERIENCE
Company: InfosysBPO (22nd
Jan 2014 – 25 May 2014 as Contract to hire – Vendor
Micro Academy) and Permanentrole in InfosysBPO (26 May 2014 – Till Date)
Designation: Technical Support Specialist
Duration: January 21, 2014 till date
Project Name: BRIT Insurance
CURRENT ROLES ANDRESPONSIBILITIES:
INCIDENTMANAGEMENT:
 To liaise with the Customer as focal point for all high priority (Sev 1) & major incidents
reported and restoration of service in co-ordination with Problem Control and other support
functions.
 Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is
resolved within the assigned SLA window
 To provide technical direction and coordination to the resolver groups involved.
 To provide support and participate in the Change Control Board and change control process.
 To drive Daily Service review calls for discussing P1 & P2 incidents & actions, trend reports,
RCA’s.
 To provide appropriate inputs to the problem management process, RCA preparation
 To drive group chats and bridge calls effectively to resolve incidents.
 To handle conflict situations and make quick decision while driving incidents.
 To manage and drive third parties to the quick resolution of incidents
 To ensure incident will be restored ASAP by engaging the SDM’s whenever required to get
the necessary approvals, following escalation and notification process every time to avoid any
hit to OLA/SLA.
 To ensure smooth transition/handover between all rotating shifts.
 To prepare Weekly, Monthly, Quarterly reports for the entire team and services.
 Assist Change Manager in developing strategies that lead to successful implementation of
change management methodologies.
 Problem Management: As a secondary responsibility, driving the Problem Management
process for the Sev#1 by making sure that resolver group opens a PM ticket for every High
Severity Issue and provides proper Root Cause Analysis within the defined SLA.
IT SERVICE DESK LEAD:

2. Padmaj_j@yahoo.com
 Managed allocation of resources within the team, provided guidance support and
performance management to team members.
 Assigned work to team members to ensure timely and effective response to user needs.
 Developed and lead a culture of quality, consistency, continuous improvement and teamwork.
 Monitored Service Desk operations and escalated tickets to ensure client’s problems are
handled as expeditiously as possible.
 Improved customer relations and technical support.
 Trained Service Desk analysts on operational procedures and troubleshooting techniques.
 Followed-up on support issues with customers to ensure that problems are resolved and
customer service is improved.
Company: WellsFargoIndia Solution
Designation: Consultant
Duration: October 08, 2012 to October 04, 2013
Role and Resposbilities:
 Working as Incident coordinator on Incidents on Service Now.
 Take DSR Calls and sending out the respective reports to responsible product lines
 Interaction on Client and CSC Meetings
 Monitor progress of Escalations to ensure the process is being followed
 Ticket Ownership with the Resolver Groups from assignment to the queue to resolution
 Own and send updates on Escalations/Expedites/Statuses
 Process Adherence on the tickets through the life time
 Calling the users on Aging Tickets to confirm the work is still needed
 Performing the Three Try Process on the Aging Tickets
 Resolve all tickets which can be resolved as the Users no longer need the work preformed
 Coordinating with other department managers and staff to resolve problems.
 Responsible for tracking and providing status reports on SLA and daily targets accomplished.
Company: WiproInfoTech Ltd.
Designation: Service Desk Analyst
Duration: July 11, 2010 to May 11, 2012
Project Name: Mattel
Job Profile:
 Providing technical support for any aspect of the information technology department, including
computer hardware, operating systems, applications and networks (Mattel, Inc.).
 Queue Management and ticket assignment ,Analyzing and Maintaining Tracker of Bounce
Back tickets , Resolving Clients Technical issues by doing level one troubleshooting ,
Answering to Technical quires by providing accurate information and Collecting complete
information if need to transfer the issue for level two analysis. Also coordinating for Priority 1
issue with concerned teams.
 Worked as Service Desk Shift Lead for five months.
 Primary responsibilities are :
I) Managing the work Distribution among engineers and ensuring completion of assigned
task

3. Padmaj_j@yahoo.com
II) Auditing tickets to ensure accuracy and align ticketing as per ITIL standard.
III) Managing and responding to escalation raised for Service Desk.
IV) Managing engineer availability and help with rostering engineers.
V) Creating daily inflow, resolved and other reports
VI) Assisting with resolution of escalated and critical Desktop issues.
Company: WiproBPO
Designation: SeniorAssociate
Duration: December2008 to July2012
Project Name: Capital One
 Working as a Senior Associate in Wipro BPO (Capital One) from January 2009 till date with
a year of experience in Voice support and approximately 6 months experience in back office
Support.
Company: Wipro BPO
Designation: SeniorAssociate
Duration: June 2008 to November2008
Project Name: Windstream
 Trouble-shooting related to ISP for USA customers.
 Handled concerns of the customers and addressed them appropriately towards achieving and
excelling in customer satisfaction.
 Onshore calling and Support
 Consistent 100% in CSAT.
Certification
 ITIL 2011 Foundation certificate
SIGNIFICANT ACHIEVEMENTS
 Achieved 100% quality throughout.
 Participated in focus groups
 Suggested few process improvement tips for greater customer satisfaction and increasing the
IPH.
ACADEMIC DETAILS
Exam Board Year of passing Percentage
S.S.C C.B.S.E 2002-2003 62%
H.S.C Maharashtra state board 2004-2005 62%
F.Y.B.COM Pune University 2005-2006 62%
S.Y.B.COM Pune University 2006-2007 54%
T.Y.B.COM Pune University 2007-2008 56.25%
M.COM Pune University 2008-2010 52.30%

4. Padmaj_j@yahoo.com
PERSONAL INFORMATION
FULL NAME : Padma Jalneela
CONTACT NO. : 9922686162
PERMANENT ADDRESS : Sr.No 59/2 Vrindavan Colony
Near Baliraj Mangal Karyalay
Rahathni, Pimpri Pune 411017
DATE OF BIRTH : 22nd February 1987
LANGUAGES KNOWN : English, Hindi, Marathi (Read, Write, Speak)
STRENGTHS
 Result oriented & Self motivated
 Analytical and positive approach
 Proactive in given situation rather than reactive
 Ability to work in challenging environment
 Positive thinking and good communication skills
 Strong team player
HOBBIES AND INTERESTS
 Listening Songs.
 Reading Books