Aishwarya Trivedi

Polite and positive agent with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage.

Experience in policy development and staff management procedures positively impacting overall morale and productivity. Hard working and outstanding performer in CSAT and AHT within B2B industries. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of B2B business. Recognized for inspiring management team members to excel and encouraging creative work environments.

SENIOR ANALYST at HCL TECHNOLOGIES (2020-09 – Present)

• Supporting Entire IT infra Management remotely & physically through multiple monitoring consoles such as moogsoft, My Xalytics CRC Tool etc.
• Monitoring & troubleshooting servers, routers, switches, UPS's, infra IT management, alerting(Moogsoft & Email alerting)
• Working on software programming testing client reporting.
• Troubleshooting core IT issues which includes networks commissioning and decommissioning.
• Hands on experience & expertise on working on infra change requests, problem requests, incident management, and service request management.
• Expertise in handling priority tickets which includes P1 & P2's with in SLA & resolving them as per provided process.
• Helping Clients to resolve all their technical issues regarding account lockouts, desktop login issues, Application malfunctioning, outlook troubleshooting, processing terminations, new hire, departure infra collections through Site support IT.
• Expertise in Enablement of network devices, switches, UPS configurations, NMC replacement and enablement, Active Directory troubleshooting & other IT issues.

IT HELP DESK ASSOCIATE at NTT DATA INFORMATION PROCESSING PRIVATE LIMITED (2019-05 – 2020-09)

• Worked as an efficient WFC (work flow coordinators) agent.
• Greeted guests at front desk and engaged in pleasant conversations and help them to plan gatherings and meetings on calendar invites.
• Sending daily reports of ongoing incidents and Requests to help team members to save SLA's.
• Welcomed each new arrival pleasantly and helping Them to receive their assets and assign work Numbers to new hired employees.
• Making terminations and new hire requests for client employees.
• Ensuring proper work flow within the on site Technicians for efficient work flow within the Headcount.
• Creating off boarding of terminated or resigned Employees.
• Provided instant resolutions on Emergency Terminations of client employees within the service Level agreement time period

Client Reporting Associate (GOOGLE OPERATIONS) at Accenture Private Limited (2018-02 – 2019-05)

• Maintained excellent attendance record, consistently arriving to work on time.
• Working on reports using data analysis Google software's
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Resolved problems, improved operations and provided exceptional client support.
• Reporting production to Google client through data analysis and data management via software's.

Customer Service Representative (Backend Reporting) at IBM Daksh (Concentrix) Private Limited (2017-04 – 2018-01)

• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Increased customer satisfaction by resolving [Product or Service] issues.
• Ensuring CSAT reporting through EXEL sheets to higher level of management and WFM Team.
• Preparing data on Excel sheets to ensure improvement in quantity as well as quality of production.

High School – ICSE Board (2011)

Intermediate – ISC Board (2013)

B.SC in Science – CSJM University Kanpur (2016)

PGDBA in Business Administration – Symbiosis Pune (2019)