Process Lead in a service desk
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I am working as a process lead with 10 years of experience in customer service and technical support. I am involved in people management, incident management and customer service. I have strong ability to communicate clearly and appropriately with business collaborates, non-technical end users, technical subject matter experts and vendors.
I am a skilled facilitator who is able to drive action plans. I have excellent written and verbal communications skills. I am capable of process re-engineering to meet standards for highly visible and complex processes.
As a process lead in SD Centre of excellence team, interacted with multiple engagements and worked on different projects for their performance improvement. Facilitated basic trainings required for a service desk like ITIL 4, Technical foundation and ServiceNow. Scheduled appropriate number of employees to complete production line tasks. Supervised processes to eliminate weak points or bottlenecks in business operations.
I am a graduate (Bachelors of Arts, Napier university, Edinburgh, Scotland)
