1. ←
Swati Archana Ray
E-mail: swatiarchnaray@gmail.com
Cell: +91-9618519683
Professional Summary:-
• Having 7+ years of experience in BPO, ITES & Support projects
• 2+ years of experience in Incident/Change Management Services and production support.
• 4+ years of experience in Customer handling and ‘Training & Quality’ division
• Excellent communication skills
• Proficient in Incident/Change Management Services like monitoring, handling of alerts, provide
remediate actions, escalate incidents and engaging right teams for smooth continuation of business
• Experienced in Process and SOP related Trainings to make a team more proficient and productive
• Currently working as System Engineer in the Tata Consultancy Services
• Well acquainted with various processes related to Incident/Change Management
• Quick learner of tools/processes and business understanding related to various projects
• Went to On Site(Frankfurt, Germany) for 1 month in April 2016 for Client Transition to start up a new
Project/Business.
Certifications, Trainings & Achievements -
• ITIL foundation – Completed (2015)
• Six Sigma Green Belt – Completed (2016)
• Learning and Imparting trainings related to communication and Process related to projects
• Learning and Imparting trainings related to Service Level Agreement and compliance
• Learning and Imparting trainings related to various tools in the project
• Awarded Employee of the Month several times
EDUCATIONAL DETAILS -
University/Organization
MBA in Human Resources (Specialization) Sikkim Manipal University, Distance Education (2010-2012)
B.Tech in Computer Science (Specialization)
B.P.U.T, Gandhi Institute for Technological Advancement
(GITA)(2004-2008)
Council of Higher Secondary Education
(C.H.S.E.) S.B. Women’s College (2002-2004),
Higher Secondary of Education M.N.High School (2002)
2. PROFESSIONAL EXPERIENCE -
ORGANISATION NAME DESIGNATION DURATION
TCS – Tata Consultancy Services System Engineer (Acting Team
Lead)
Dec 2013 - Till date
TCS e-serve LTD Senior Process Associate Dec 2009 - Nov 2013
HCL Technologies Ltd. Consultant Oct 2008 - Oct 2009
About Me:-
* I am a positive person with Solution-oriented and high degree of patience.
* I enjoy working with group and learning new things.
* Hard Worker, Quick and eager learner, Pays attention to details.
* An effective communicator and a keen planner for any short term and long term goal.
Project Details:-
Project # 5:
Designation : System Engineer (Team Lead)
Company : TCS
Tenure : From April 2016 to till date
Project : Alliance Global Investors(AGI), Europe
Job Profile : Provides Production Support 12x5x365, monitoring and handling customers’
Investment and Funds related issues using simple SQL Queries through SQL Management Studio.
Client Profile : AGI is the Financial Service Provider and one of the leading investment manager
in US, Europe and Asia Pacific .
Responsibilities:-
∗ Monitoring the timely delivery of the daily files related to transactions from the
Bloomberg(AGI’s Front Office System and worked as Internal Administrator) using the SQL
Queries in SQL Management Studio
∗ Monitoring the mailbox for any manual requests from the customers related to missing
funds/trades/transactions.
∗ Coordinating with the internal teams like IDS(Investment Data Services, which is the reporting
service works between the databases), FOS(Front Office System) in case of missing Files.
∗ Regular Interaction with the Clients on Telephone to discuss on Progress and providing
suggestion for easy and smooth set up of the project.
3. ∗ Handling of authentication and authorization issue for employees of AGI through ADS( AGI’s
Directory Service) like unblocking account, resetting password, creating new account, assigning
roles to users and so on.
∗ Worked on Ticketing Tool named “ServiceNow” for managing the daily reported incidents.
∗ Submitting weekly and Monthly reports using Microsoft Excel with the projection of utilization
of the resources and dependency.
∗ Creating and Updating the Knowledge Database for the Project with regular reviews and
feedbacks from Clients.
Project # 4:
Designation : System Engineer (Acting Team Lead)
Company : TCS
Tenure : From December 2013 to March 2016
Project : Microsoft
Job Profile : Provides Incident Management services 24x7x365 monitoring and handling of
alerts and incidents to correct, remediate, or escalate incidents for online services and ensure the
restoration of service to be achieved quickly.
Client Profile : Microsoft is involved in the design and distribution of computer software.
Microsoft is the worldwide leader in software, services, devices and solutions that help people and
businesses realize their full potential.
Responsibilities:-
Team:
* We receive alerts in the alarm console, emails reporting customer issues, runner alerts and other
performance degradation instances for Microsoft server and network devices which has to be
ticketed and escalated to appropriate team for restoration of the incident as quick as possible.
* We handle incidents related to data Centres, Vendors, and Properties over telephone and provide
immediate support.
* We coordinate with Incident teams in case of flood of alerts to mitigate the incidents using
various tools.
* Checking the status of the server by logging in to nts machines.
* Being the first point of contact, we coordinate with all other teams to redirect an incident to the
right team respective to their working environment for quick resolution.
* We support through email, Chat and Telephone.
Individual:
* Worked as a SPOC and lead for the team in handling the shifts with required resources, made
sure to achieve the Service Level Agreement (SLA) at all the circumstances to achieve maximum
productivity.
* Regular review of the work done by the analysts in weekly basis.
* Created standard procedures to be followed by everyone associated to the process to avoid any
ambiguity.
* Conducted weekly meetings to ensure organizational efficiency.
4. * Handled the training and coaching of the new joiners from their on-boarding to OJT.
* Managed the training coaching & re-training (if required) based on the employee's
communication skills.
* Analysed and suggested via several reports to clients with a detail oriented attitude putting the
organization's goal on top.
* Handled the escalations and always come up with the remediation plan using the best of the
available resources.
* Has been flexible for any shift and week off.
* Achievement: Awarded for "on the spot award" in the last quarter for contribution towards
improving the SLA.
* Handled the roster preparation of the analysts.
* Worked continuously to update the followed process for automation and to reduce manual
efforts.
* Reviewing the work of the team through various reports on weekly basis to create scope for
improvement keeping quality and SLA as the most important concern.
Project # 3:
Designation : Senior Process Associate.
Company : TCS e-serve LTD
Tenure : From December 2011 to November 2013
Department : UK Mortgages
Job Profile : Providing telephone banking for Mortgage and Loan through voice process for
UK customer.
Client Profile : Future Mortgage and Citi Financial is one of the best Financial Institute in
providing the mortgage and loans respectively in UK.
Responsibilities:-
* Handling the Inbound calls for customers of FUTURE MORTGAGES and CITI FINANCIAL in
UK, helping them with their queries: Insurances like ASU (Accident Sickness and
Unemployment), PPI (Payment Protection Insurance) etc. following the guidelines of
International FSA (Financial Services Authority).
* Servicing the existing customers of FUTURE MORTGAGES in UK regarding their
accounts(Regular Monthly payments, Taking Debit card payments, Letting their property,
Transfer of the Equity from Sole to Sole or Sole to joint or Joint to joint, Ground Rent, Proving
Consent for renovation on Property, credit amendments, sending paid in full letter and account
redeemed letter).
* Helping the Empanelled Solicitors(they work on behalf of Future Mortgage and Citi financial)
regarding Customers accounts(monthly payments, balance, interest rate, transaction history,
capitalization, due date for payments)
* Helping Solicitors regarding customer’s account(legal actions, Court Judgment, helping
customers redeeming the accounts, reportage, Transfer of equity, release of charges with land
registry after account gets redeemed, helping customers in redeeming the account during
financial difficulties)
* Taken ownership in finishing the tests and assessments for the team, worked hard with the team
to achieve the monthly service level target and suggesting changes to improve client experience
and adding value to customer experience.
5. Project # 2:
Designation : Citi phone Officer as Process Associate.
Company : TCS e-serve LTD
Tenure : From Oct ‘19 2009 December 2012
Department : Retail Banking
Job Profile : Providing telephone banking (Inbound & outbound) to Citibank customer through
voice process, Providing Mail support for Citibank customer.
Client Profile : Citibank is one of the reputed banks in UK.
Responsibilities:-
* Servicing the existing customers of CITI RETAIL BANKING in UK regarding their
accounts ( Overdraft Issuance/Cancellation, Interest Calculation, Issuance of Banker's Draft,
Queries on Cheques and Cheque Books, Account Balance , Activating New cards , Giving
information about the transactions in his account , Informing him about the various interests
earned on his Savings Account, etc. ).
* Helping the merchants through Manual Authorization to authorize the high value transaction.
* Serving the existing customers by outbound calls in updating their personal details for any
returned letter.
* Helping customers with Funds Transfer (Domestic and International like BACS, CHAPS, SEPA,
SWIFT), and other processes in Retail Banking.
* Servicing mail support to customers(changing personal detail, transfer of funds, sending cheque
books, proving account related information, cancellation and issuing new cards, providing
overdrafts, taking payments, closing accounts).
* Giving First call resolution (FCR) to all the customers with a result oriented attitude adhering to
the policies and procedure with the best quality and service.
* Coaching the new agents on their on Job Training. Monitoring calls on weekly Basis and
providing feedback to work on the areas to achieve the targets along with customer satisfaction
and client satisfaction.
Project # 1:
Designation : Technical Support Officer.
Company : HCL Technologies Ltd.
Tenure : From Oct 29th 2008 to 1st October 2009
Department : Technical Support (Phoenix)
Job Profile : Providing Technical Support to AT&T broadband customers through Voice
Process. Troubleshoot network connectivity, Modem and email issues.
Client Profile : AT&T is one of the major ISP providers in USA
Responsibilities:-
* Servicing the customers of AT&T broadband customers regarding their internet connectivity
(troubleshooting connectivity, outlook issues, modem connection, router connection, address
update, email issues etc.)
* Effective and accurate decision making skills.
* Fixing appointment of the customers with the line technicians to resolve customer’s internet connectivity.
* Achievements : Won the Pay for Performance Award from AT & T
