Pradeep Dubey
AB
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Walmart
08.2022 - Current
- Managing a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Service Delivery Specialist
Cognizant Technology Solutions, CTS
03.2020 - 06.2022
- Established a robust IT service management framework based on industry standards as ITIL, driving quality improvements and operational excellence for big tech clients likes Snapchat and Facebook.
- Reduced downtime by 30% by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives during COVID for 11000+ customers.
IT Analyst
Sterling Management
02.2018 - 02.2020
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Installed system updates to address vulnerabilities and reduce security issues.
- Streamlined IT processes by implementing automation tools and reducing manual effort.
Education
Engineering Management
Lambton College
Toronto, ONBachelors of Engineering
Gujarat Technological University
Gujarat, India2015
Skills
- Project Management
- Project Coordination
- Microsoft Office 365
- CRM
- ZOHO
- Mondaycom
- SLA
- OSDP
- Active Directory
- File and Exchange Server
- IT Ticketing System
Certification
- CPM - Certified Professional Manager
Timeline
Customer Service Manager
Walmart
08.2022 - Current
Service Delivery Specialist
Cognizant Technology Solutions, CTS
03.2020 - 06.2022
IT Analyst
Sterling Management
02.2018 - 02.2020
Engineering Management
Lambton College
Bachelors of Engineering
Gujarat Technological University
- CPM - Certified Professional Manager
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