Aug 2018 – Dec 2022 · 4 yrs 4 mos · Pune, Maharashtra, India · Remote

• Online Store Management
• Offline Store Management
• Sales and Marketing
• Analytics
• Technical Skills
• Entrepreneurial Spirit
• Team Management
• Customer Experience
• Collaborate with influencers
• Delivered services to customer locations within specific timeframes.
• Managed time efficiently to complete all tasks within deadlines.

Apr 2012 – Mar 2018 · 5 yrs 11 mos · Pune, Maharashtra, India · On-site

• Incident Management
• Event Management
• Batch Processing
• 🔹 Work as part of a team that is accountable for the overall completion of daily activities in support of Barclays Africa service delivery for retail, corporate, ATM, Internet, and mobile banking.
• 🔹 By using the key industry-standard IT Infrastructure Library (ITIL) ensure compliance and adherence to the incident, change, and problem management processes.
• 🔹 Responsibility for routine operations control / recovery activities whilst on shift.
• 🔹 Creation of clear supporting operational documentation.
• 🔹 Daily service reporting of operational status to all areas and all levels within the Group.
• 🔹 Accountable for the completion of infrastructure checklists and batch processing.
• 🔹 Ensure full service availability following the completion of service checklists and batch processing.
• 🔹 Performing parameter maintenance, database edits, rate edits, patching, and live changes for Barclays Africa.
• 🔹 Setup new branches and ATMs for all Barclays Africa countries.
• 🔹 Performing interviews of candidates for open vacancies within the team.
• 🔹 Assessing the performance of colleagues for feedback to the Operations Manager.
• Tools worked on:
• Tivoli Workload Scheduler
• BMC Control Panel
• Hummingbird
• Service Now

Dec 2010 – Feb 2012 · 1 yr 2 mos · On-site

• Incident Management
• 🔹 Monitor and report on IT incidents to ensure timely detection, escalation, and resolution.
• 🔹 Prepare and deliver daily, weekly, and monthly incident reports, including trend and impact analysis.
• 🔹 Track SLA compliance and provide visibility on incident resolution performance.
• 🔹 Conduct root cause analysis (RCA) and identify recurring issues for continuous improvement.
• 🔹 Collaborate with cross-functional teams to ensure accurate and consistent incident documentation.
• 🔹 Utilize ITSM tools such as ServiceNow, BMC Remedy, or Jira for data extraction and reporting.
• 🔹 Create executive dashboards and summaries for leadership and key stakeholders.
• 🔹 Support post-incident reviews and help define preventive actions.
• 🔹 Ensure alignment with ITIL best practices and internal process standards.
• Tools worked on:
• Service Center
• Service Manager 7
• Remedy

Jan 2009 – Nov 2010 · 1 yr 10 mos · On-site

• Service Desk
• IMAC and Ticket processing and routing
• Email Support
• Tools worked on:
• Service Center
• Service Manager 7
• Remedy

May 2006 – Jan 2009 · 2 yrs 8 mos · Pune, Maharashtra, India · On-site

• First Bill Calling
• Second Bill calling
• Third Bill calling
• Retention
• C-SAT
• Marketing - Pre-Paid to Postpaid scheme
• Managed
• Monthly and yearly employee performance scorecards.
• Leave requests, attendance, and rota planning to maintain optimal staffing levels and reduce operational gaps.
• Conducted regular training and mentoring to boost team performance, accuracy, and commitment to service excellence.
• Collaborated with cross-functional departments to resolve escalations and improve service workflows.
• Analyzed team KPIs and service metrics to identify areas for improvement and implement process enhancements.
• Tools worked on:
• CRM
• Touchstar Dialer

Mar 2005 – Mar 2006 · 1 yr · Mumbai, Maharashtra, India · Remote

• Marketing
• Training
• Sales

Apr 2003 – Mar 2005 · 1 yr 11 mos · Mumbai, Maharashtra, India · Hybrid

• Directing & Photography
• Graphic & Animation Designing
• Tools worked on:
• Scala
• Photoshop
• Corel Draw