Keertika Sangireddy
Kanata
Summary
Dynamic and detail oriented professional with experience in Contact Center/Service Desk International Operations which includes extensive work on service enhancement, and ITIL Service Management, specializing in Incident Management. Excel in listening to customer needs and troubleshooting on the spot to resolve issues quickly. Develop and maintain customer relationships to ensure customer satisfaction. Organized Team Leader who helps build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Team Leader
Soppers Drug Mart
09.2021 - Current
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Managed team workload to reach targets for specific tasks.
- Streamlined workflow processes through continuous analysis and improvement initiatives that reduced operational inefficiencies.
- Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.
- Collaborated with team members to achieve project goals within tight deadlines, ensuring timely completion.
- Delegated tasks effectively, ensuring optimal utilization of each team member''s skills and capabilities.
- Conducted new-hire trainings
- Covered shift shortages to keep production schedule on time.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
Software Tester
Actiance Inc
07.2011 - 07.2012
- Reviewed requirements and specifications to understand software design standards
- Performed load and database testing
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications
- Consistently met deadlines and requirements for all production work orders
Service Desk Analyst
Logica Pvt ltd
02.2008 - 03.2010
- Performed a key role in gathering required information from the customer related to technical issues, and transpose into the call logging system, providing a fix wherever possible
- Prepared Excel reports with the daily statistics of the technical team and different services to the higher management team
- Was able to follow written instructions and processes in carrying out administration of and using specific customer applications as and when required
- Perform basic administration as specified on specific customer applications documentation
- Played as a liaison between multiple teams to gather appropriate information to carry out the tasks provided via both calls and emails
Technical Support Officer
Convergys Corporation
07.2007 - 01.2008
- Responded to customer requests via telephone and email
- Performed initial client assessment and analysis to begin research process
- Verified data integrity and accuracy
Education
Diploma - IT Administration And Cyber Security
Trios College
Toronto, ON05-2024
telecommunication engineering -
Visveswaray institute of technology
07.2007
Skills
- Planning and implementation
- Customer requirement prioritization
- Excellent communication skills
- Accurate data entry and record keeping
- Technical specifications creation
- Report delivery
- Oral and written communication
- Ability to multitask
- Knowledgeable in Microsoft Suite – Word, Excel, Outlook
- Customer focused
- Problem-solving
- Team supervision
- Teamwork and collaboration
- Attention to detail
- Client support
- Employee development
- Motivational leadership
- Performance monitoring
Accomplishments
- Won the Live Wire award for exceptional performance for the months of December 2008; March 2009 and June 2009.
- Successfully completed the ITIL-V3 foundation certification as one of the toppers among the batch.
- Achieved 10- writing, 10- listening, 10- writing, 9- listening in the Canadian English Language Proficiency Index Program Assessments.
Languages
English
Native or Bilingual
Telugu
Native or Bilingual
Hindi
Native or Bilingual
Certification
- ITIL Project Management
- CompTIA Linux +
Timeline
Assistant Team Leader
Soppers Drug Mart
09.2021 - Current
Software Tester
Actiance Inc
07.2011 - 07.2012
Service Desk Analyst
Logica Pvt ltd
02.2008 - 03.2010
Technical Support Officer
Convergys Corporation
07.2007 - 01.2008
telecommunication engineering -
Visveswaray institute of technology
- ITIL Project Management
- CompTIA Linux +
Diploma - IT Administration And Cyber Security
Trios College
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