Payal Payal

• Processed cellular carrier orders, ensuring timely delivery to customers and to ensure compliance with procurement policies and regulations.
• Provided customer service support to company employees through effective communication via phone, email, and Teams, addressing inquiries and resolving issues promptly.
• Worked collaboratively with cross-functional teams to Improve Processes and streamline IT procurement operations using tools such as Service Now, Five9, and Stratix Corporation Knowledge Base.
• Organized and maintained electronic files and databases critical for document control, ensuring accessibility and accuracy of information.
• Utilized ServiceNow ticketing system to track and manage procurement requests and service inquiries, maintaining efficient workflow and response times.
• Managed IT product assets, including tracking inventory, maintaining records, and facilitating asset disposal processes as needed.
• Managed creation and maintenance of Project Documentation ensuring effective communication between procurement and technology teams.
• Leveraged SharePoint capabilities to maintain accurate records of IT procurement activities, ensuring transparency and compliance.

• Take ownership of cases and bring resolution to customer's issues.

• Provided technical support for Mobile Apps, Web apps and CMS sites to international clients.

• Provide world class customer support while also assisting with technical consultations and escalations from internal and external partners.

• Identify, manage and resolve issues in a timely manner.

• Consult user guides, technical instructions and other documents to research and provide reports on issues that been reported and action that was taken and log problems and solutions.

• Ensuring support/service is provided to all users on a real time basis.

• Maintain quality customer service on all inbound, outbound and Email interactions using support center tools including Service Now knowledge base.

• Working cross-functionally, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.

• As a tier 2, prepare and manage escalations for approval to Software Development