Manju Mishra

• Oversaw daily operations of the IT infrastructure service department.
• Established, monitored and analyzed service metrics (SLAs and KPIs) to identify trends and areas for improvement.
• Evaluated organization's technology to recommend upgrades for hardware and software.
• Worked closely with vendors to ensure timely delivery of hardware and software solutions.
• Facilitated communication between the service department and other company divisions.
• Developed data security and disaster recovery procedures.
• Conducted regular training sessions & utilize LMS for staff on new technologies and customer service best practices.
• Coordinated with third-party suppliers when necessary in order to provide an optimal level of customer service.
• Assigned and reviewed work of IT project managers, systems analysts and developers.
• Responded promptly to escalations from customers regarding unresolved issues.
• Recruited, trained and supervised IT department staff. Monitored employee performance through key metrics analysis.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
• Collaborated with cross-functional teams to drive service improvements and innovation.
• Analyzed competitive offerings to ensure the service department remained competitive.
• Prepared and managed the service department budget, optimizing expenses to increase profitability.
• Adhered to customer service standards to foster satisfaction and retention.

• Led a global team to improve service delivery, enhancing customer satisfaction and operational efficiency.
• Identified opportunities for process automation and cost reduction initiatives related to the services department operations.
• Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Created employee work schedules to keep shifts properly staffed.
• Utilized technology to streamline service operations and improve customer experience.
• Conducted regular training sessions for staff on new technologies and customer service best practices.
• Produced thorough, accurate and timely reports of project activities.
• Developed training programs for employees on best practices in customer service delivery.

Service Desk Management:

• Managed a team of technicians based out of India, Romania, and Malaysia in providing timely resolution of customer inquiries.
• Managed IT telephony, user accounts, and helpdesk systems.
• Maintained updated knowledge through continuing education and advanced training.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Communicated relevance of organizational goals, policies and procedures to IT department staff.
• Created reports on performance metrics and presented them to senior management.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Major Incident Management:

• Developed and implemented processes for managing major incidents, ensuring that all stakeholders were kept informed throughout the process.
• Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
• Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
• Performed root cause analysis on recurring problems encountered by customers.
• Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.

• Assisted customers with various types of technical issues via email, live chat, and telephone.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Participated in ongoing training programs related to customer service processes and procedures.
• Used remote login tools to assist clients with technical and product questions.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Referred major hardware or software problems or defective products to vendors or technicians for service.