Sandeepa Koul

• Company Overview: CMS is one of the leading IT companies providing software and networking solutions.
• Worked for their client American Express India Private Limited.
• Handling a Team of 10 Engineers involved in providing the required solutions related to Networking & Software break fix.
• Interacting with the American Express Users across the globe like Singapore, Australia, UK, New Zealand etc. to provide them required solutions.
• Using IBM’s global call tracking tool ‘EESM’ to keep track of all calls received from the users and assigned to respective Engineers.
• Maintaining Inventory of Systems and Softwares using IBM software tool ‘ART Client’.
• Received appreciation letter from the managing director of the Company for helping in improvement of productivity and cost saving.

• Handled walk-in customers and provided online technical support to distributors and end-users.
• Managed a team of 16 personnel and ensured smooth service operations.
• Oversaw spare parts management, including tracking units received nationwide and procuring spares from Casio Japan.
• Ensured proper functioning of authorized service centers (ASCs) across the country.
• Assessed warranty and tourist warranty claims, issuing credit notes accordingly.
• Provided spares-related feedback to ASCs to improve service efficiency.

• Inspected incoming materials for pager manufacturing and conducted process quality control.
• Performed functional and final testing of pagers to ensure performance standards.
• Maintained vendor history cards and provided quality feedback to suppliers.
• Conducted calibration of testing instruments used in quality assurance.

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