Myna Panjipalla

IT Coordinator at CGI

• India - Bengaluru
• May 2008 to June 2016

Worked as Coordinator between client and technical team. Work experience in ticketing system tool to create customer service request and communicate to customer on its closure date. Monitoring request tickets until it’s completed and closed. Conducted training sessions to technical teams on Process and Service Improvement Plans. Generating reports on Daily, Weekly and Monthly basis and distributing the same within the agreed time to management.

 Analyze and validate request ticket and release the task to technical team.
 Monitor the effectiveness and quality within the process and suggest improvements, according to the routine, update to the Process owner.
 Communicates new and changed policies and work methods and ensures that policies and work methods are followed.
 Monitoring the queue on daily basis.
 Validating the change task and approving the change request.
 Assigning the task to respective teams and make sure change is completed within the planned end date.
 Conducting request ticket status meeting with technical teams and follow up on backlogs.
 Interfaced with customer through telephone, e-mail and face-to face mode.
 Responding promptly and accurately to customer inquiries.
 Resolved all customer issues in their best interest.
 Obtained and evaluated all relevant information to support customer issues.
 Ensured customer retention through regular contacts.
 Responded to customer requests, inquiries and complaint and resolved all issues.
 Highly motivated and driven to achieve set goals and targets.
 Able to multitask efficiently.
 Exceptional attention to details.
 Great team player and excellent independent worker.