Namrata Mishra

Operations Associate

Gurgaon, Haryana, India15 yrs 6 mos experience

Highly Stable

Key Highlights

Expert in electronic waste management and recycling.
Proven track record in complaint management and customer relations.
Strong background in incident management and technical support.

Stackforce AI infers this person is a skilled professional in Electronics and IT Services with a focus on customer support and project management.

Contact

Skills

Core Skills

Electronic Waste ManagementProject ManagementClient RelationsProduct ServiceCustomer SupportIncident Management

Other Skills

Electronic Waste DisposalElectronic Waste RecyclingResource PlanningMicrosoft WordTroubleshootingTeam ManagementEscalation ProcessMultitaskingContent DevelopmentIdentifying IssuesAnalytical SkillsProblem SolvingQuality ControlResolving IssuesProduct Quality

Experience

15 yrs 6 mos

Total Experience

3 yrs 6 mos

Average Tenure

1 yr 3 mos

Current Experience

Samsung india

Repairability Index implementation

Mar 2025 – Present · 1 yr 3 mos · Gurugram, Haryana, India · On-site

Implementation of Repairability Index, Ewaste management

Electronic Waste ManagementElectronic Waste DisposalElectronic Waste RecyclingResource PlanningProject Management

Career break

Caregiving

Aug 2021 – Feb 2025 · 3 yrs 6 mos · India

caregiving

Samsung india electronics pvt ltd

Complaint Management ITIL Certified Service Professional

Dec 2013 – Aug 2021 · 7 yrs 8 mos · Gurugram, Haryana, India · On-site

Handled legal and management escalations of all products of Samsung India by actively managing team of 5 members
Engaged with customers for issue acknowledgement, problem assessment, and business impact evaluation
Ensured compliance with procedures, prioritized work, distributed tickets, and tracked progress
Set customer expectations and devised action plans for effective and timely solutions involving internal stakeholders
Presented case studies and reports to higher management
Conducted root cause analysis and assessed financial impact
Consolidated data, identified trends and problems, and proposed process improvements by making impactful presentations
Interviewed candidates for team development and provided training on systems, soft skills, and case study preparation
Built relationships with cross-functional teams, such as sales, ecommerce, SMEs, production, warehouse, and service centers for case follow-up and escalation prevention

Microsoft WordProduct ServiceClient RelationsTroubleshootingTeam Management

Dell

Resolution Expert

Oct 2012 – Dec 2013 · 1 yr 2 mos · Gurugram, Haryana, India

Make use of tools such as Siebel, DCSS, Fusion for Working on Incidents and to follow up with the escalation for various Home and Enterprise Clients.
Handling escalations of unresolved issues related to sales and technical problems.
Providing support in B2C and B2B sales of Dell IT solution for Laptop Desktop,Servers,Storage
Contracts and Services
Work with the teams to maintain high levels of customer satisfaction in all client related
situations

Product ServiceCustomer SupportIncident ManagementEscalation Process

Hewlett-packard

Applications Support Engineer

Sep 2010 – Aug 2012 · 1 yr 11 mos

Incident/Service Management for the HP IT Solution desk.
Domain Account Administration for HP employees
First Level Administration on Mission Critical Applications and Servers
Raising IT alerts and Keeping downtime to the Minimum for Network issues
Content Development for the HP IT portals.
Raising PMR (Problem Management Record) for the HP IT desk.
Beta Testing Software before it is rolled out on the HP network and reporting bugs and issues to the developer.
Managing escalations
Generating periodic reports monthly reports
Managing the training requirements
Managing CSAT reporting