Anagha S Nair
Summary
Accomplished IT Service Management Associate at Accenture Solutions Private, adept in client relationships and problem-solving. Spearheaded cross-functional initiatives, enhancing SLA compliance . Proficient in Service Now and team leadership, delivering exceptional customer service and fostering collaboration. Recognized for analytical skills and effective communication, driving continuous improvement and operational excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Management Associate
Accenture Solutions Private
02.2022 - Current
- Delivered timely and effective customer support through calls, chat and email, handling inquiries ranging from technical trouble shooting to non-technical marketing and setup questions.
- Took ownership of high-priority escalations, working cross functionally with technical and global teams to ensure quick and lasting resolutions aligned with SLA targets.
- Composed and sent security and update notifications to subscribed clients, ensuring compliance with release cycles and minimizing operational disruptions.
- Managed end-user data for enterprise mailing lists, ensuring accurate subscriptions and updates upon request from internal stakeholders.
- Assisted in the creation and delivery of internal newsletters and content-based communications via microsoft service center tools.
- Participated in daily/weekly operations calls to monitor support metrics, review aging tickets and identify areas of risks or needed escalation
- Conducted new-hire training
- Led QA reviews of incident tickets to ensure support standards were met.
- Reviewed support team deliverables and ensured continuous improvement through quality assurance audits and performance monitoring.
- Coordinated with global content owners to ensure data integrity and timely delivery of mass communications.
- Working as workshop coordinator by Collaborating with country champs or customer success managers to schedule both onsite and remote workshops.
- Arranged and managed logistics, including venue setup and supplies.
Customer Service Executive
Mulamoottil Nidhi Ltd.
08.2020 - 03.2021
- Provided exceptional customer support through effective communication.
- Maintain regular continuous relationship with existing and potential customers.
- Achieve self business targets and ensure profitability of the branch.
- Handle day-to-day business transactions including gold estimation and valuation, processing of customer queries,document verification, KYC etc.
- Maintain all data and records related to daily transactions,file documents and ensure that all customer records are up to date and accurate.
Education
BBA - Business Administration
Mar Augusthinose College,
Ramapuram, Pala03-2020
High School Diploma -
Sreyas Public School And Junior College
Ponkunnam03-2017
Skills
- Client relationships
- Relationship building
- Recordkeeping
- Customer service
- Problem-solving
- Teamwork and collaboration
- Multitasking Abilities
- Employee training
- Quality Analytics
- Reporting
- MS Office Suites
- Newsletter content writing
- Service Now (SNOW)
- Team Building & Leadership
- SLA, Incident Coordination, Team Management
- Critical Thinking
- Communication Skills
- Analytical skills
Certification
- Certificate in Multilingual office Automation, Centre For Vocational Courses- Nov -21 to Jan-22
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
IT Service Management Associate
Accenture Solutions Private
02.2022 - Current
Customer Service Executive
Mulamoottil Nidhi Ltd.
08.2020 - 03.2021
BBA - Business Administration
Mar Augusthinose College,
High School Diploma -
Sreyas Public School And Junior College