Smitha Parkatil Venugopal

Smitha Parkatil Venugopal

Sr Support Service Specialist at Ernst & Young
Lives in United Arab Emirates
over 6 months ago

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Personal Statement: An organized, result-oriented Customer Service Professional with an excellent track record of significantly increasing service quality and customer base. Outstanding communication, relationship-building, influencing skills and competencies in building customer relationships which inspire confidence and loyalty. An individual with extensive team leadership experiences in corporate environment. I’m self-motivated individual and ‘highly’ proactive with a "Never Give Up" mentality.

Experience

  • Sr Support Service Specialist

    Ernst & Young - Bengaluru, India

    IT
    July 2010 - July 2018 · 8 years and 1 month

    Roles and Responsibilities: Focus on a specific product within the operational suite and will be required to attain expert knowledge in the product that they support and the operational processes surrounding it. Work closely SME to understand what is happening with the product, manage changes and implement operational processes to support this. Responsible for identifying new ways that operations at the generalist and specialist level can provide product support and working with the team leads to implement this. I efficiently demonstrated the ability to handle situations or queries while working within the set policy, procedures and standard processes. Also possess excellent communication skills, both oral and written.  Day to day management, assignment of work, enrolments & reporting queues  Writing reports, reviews and summaries  Review requests to be escalated and escalate to the relevant SME team  Managing generalists’ performance, setting goals, monitoring performance, identify training & development needs  Act as escalation point for the stakeholders and will route queries as necessary  Managing outage communications, monthly reporting  Project Management & Training  Supervising the overall operations of the team and other important functions such as SLA, Quality and training.  Incorporate a portion of the day on email assistance, inbound and outbound phone calls, running reports, providing technical assistance to the clients to access EY Client Portal and EY GlobalOne Individual Portal.  Mentoring & monitoring the performance of team members to ensure efficiency in process operations and achieve individual & group targets.  Monitoring team adherence to work schedule. Manage all reported incidents and work with teams to provide resolution  Portal Management - website maintenance and support, manual and regression testing along with document management.  Multi-task and troubleshoot any issues that arise which may have multiple variables that fall outside stipulated guidelines and work closely within the developers to ensure their prompt and accurate resolution.  Ensuring a high-quality customer satisfaction while adhering to the SLAs and work processes.  Developing and review process related help documents, preparation of UAT (User Acceptance Testing) Testing documentation and performing the test on collaborative applications.  Participation in different projects from the EY Knowledge Operations which involved process changes, enhancements identification and implementation involving various groups like Global IT, Senior Management, Project Managers, Functional Heads & Stakeholders.  Worked independently on projects and other assignments.  Mentor new joiners in helping them understand the domain and the processes.

Education

  • Bachelors of ARTS (English, Economics and Sociology)

    Bangalore University - Bengaluru, India

    June 2001 - November 2006

Languages

  • English
    Native or fluent
    100%
  • Malayalam
    Full professional
    80%
  • Hindi
    Professional working
    60%
  • Tamil
    Professional working
    60%
  • Kannada
    Professional working
    60%

Skills

  • Adaptable,flexible
  • A team player
  • Attention to detail
  • Continuous learning
  • Customer skills
  • Decision making
  • Friendly and positive
  • Good communicator
  • Good in microsoft
  • High motivated
  • Incident Management
  • Lean management
  • Managing a team
  • Relation client
  • Research and Strategy
  • Stakeholder Management
  • Team development
  • Team motivator
  • Time management
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