Working in an MNC as a Data Analytics POC and a Service Desk Lead for a large scale worldwide retail giant. • Daily deliverables include maintaining trackers to effectively monitor agent KPIs and CPIs/ keep a track of critical incidents and backlogs when it comes to P3s ad P4s • Preparing new reports in SNOW that could help in better management of INCs and SRs. • Driving calls with the client on a daily/weekly basis depending on different parameters. • Driving the WSR call and answering to client in case of misses on critical parameters. • Providing feedback to agents on the basis of their weekly performance measured in terms of AHT/FCR/Abn Rate/ Staff Time/ UPLs and more • Team Lead SD, just completed an offshore transition/migration with a batch strength of 140. Coaching agents after attending Knowledge transition sessions with the client. • Successfully carried out the transition and leading a team of 140 agents now with 45 agents reporting to me. • Started off as an agent where highlights can be as below: o Troubleshooting O365 applications/ working with Active Directory/ basic server troubleshooting/ hardware troubleshooting (for ex printers, various laptop issues)/ VPN troubleshooting. o Learning to ask the right questions and reaching a conclusion at the earliest to save AHT and further SLAs. • Above and Beyond Award for excellence in delivery • Star performer awarded for commitment and delivery