Ansu Susan Peter

• Provide inventory solutions to retail, grocery, and specialty customers nationwide.
• Follow procedures for counting, recording data, and verifying inventory accuracy.
• Assist with inventory audits, quality checks, and report discrepancies to management.

• Managed internal communications for 70,000+ employees, including event management, content creation, and video editing for leadership events.
• Designed and executed over 30 events, promoting brand adoption and organizational values through creative visuals and SharePoint sites.
• Coordinated messaging to support marketing teams, ensuring alignment with ethics and core values while driving engagement and belonging.

Service Delivery Specialist - Jun 2019 - Sept 2021
Service Co-Ordinator Apr 2018 – May 2019
Technical Support Representative - Apr 2016 – Mar 2018

• Led a team of 15 in managing incident responses with SLAs ranging from 3 hours to 3 days, achieving 100% completion on a special customer project within 10 months.
• Provided first-level technical support for hardware, software, and network issues, escalating as needed and ensuring high user satisfaction.
• Operated in a 24/7 environment, handling high-level service status meetings, root cause analysis, and continuous performance improvements using ITSM skills.
• Coordinated incident management and service requests, triaging issues and collaborating with global teams for resolution.
• Monitored system statuses, communicated proactively, and adhered to ITIL best practices to minimize downtime.
• Built client trust through strong organizational skills and a customer-service focus.
• Delivered remote technical assistance to internal employees, resolving complex issues in hardware, software, and networks.
• Managed incoming calls, emails, and tickets, striving for first-call resolution and maintaining detailed documentation.
• Adapted to leadership roles, driving team efficiency and positive rapport with geographically dispersed stakeholders.
  

• Provided business process management support, achieving 95% resolution on customer queries through troubleshooting and process optimization.
• Handled multiple interactions, ensuring 80-90% weekly targets and enhancing customer experience with clear communication.
• Collaborated cross-departmentally to address issues and improve service quality.

• Analyzed and verified profiles using metadata, uploading to workspaces and linking publications for accuracy.
• Conducted re-verifications and rectifications, ensuring data integrity in a knowledge processing environment.
• Coordinated with quality teams for project completion, demonstrating attention to detail and organizational skills.