Sangeetha Edla
Customer service Agent
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About
I worked as application analyst, customer service Agent, warehouse Operative
Experience
Associate, Marks and Spencer (Retail) - Cognizant Technology Solutions
(2008-04 - 2011-10)
- Co-ordinated and append data using RCA tool for Adhoc request
- Provided service improvements, changes and Analyzed, provided fix for the data issue
- Ensured 100% service availability by providing critical fixes
- Logged incidents in a timely manner and followed the respective team on the resolution
- Updated incident, service request and change request documents in Sharepoint portal
- Efficiently supported the application during peak period for the client business
- Document review and Provided Ad hoc reports to the business to meet their planning and analysis requirement
- Provided on call support and resolved issues as per the SLA
- Managed daily and weekly status calls
Quality Reviewer - Delivery Assurance Group
(2011-12 - 2012-08)
- Ensure that projects and support functions in the organization conform to the processes defined in the Quality Management System
- Provided facilitation and training for process setup and implementation to meet customer as well as regulatory / statutory requirements
Support Analyst - Mattel
(2012-10 - 2014-12)
- Provided documents for all process related activities (Incident, Service Request, Change Request)
- Involved in Monthly engagement summary report for all portfolios
- Provided On call support
- Worked with teams to ensure that they meet SLA and adhere to it on a monthly basis
- Performed Incident volume and trend analysis and suggest teams on potential areas where incidents could be reduced
- Managed and guided ITIL team
Customer service Agent - SITEL
(2021-07 - 2021-11)
Worked as a customer service Agent in Sitel for NHS Test and Trace. We used to notify those you had close contact with, advise them to take a PCR test and, if they are not exempt, will instruct them to self-isolate as per government guidelines. Also gathered experience of data entry of Covid patients throught NHS T&T.
Warehouse Operative - Amazon
(2022-11 - 2022-02)
Worked as a warehouse Operative in Amazon.
- Checked the Quality Of the product and arranged the item in the respective pods in the stacking area
- Worked in the shipment area for the delivery of the product
- Worked in the product scanning for final Quality check
Education
Bachelor of Engineering - Electronics and Communication - Priyadarshini Engineering College (2007-05)
Diploma - Electronics and Communication - Priyadarshini Polytechnic College (2004-05)
S.S.L.C - Hindu Hr. Sec. School (2001-04)
