Overview
Work History
Education
Skills
Languages
Timeline
Generic
Nidhi Verma

Nidhi Verma

Ul. Wizjonerow 2/112, Krakow

Overview

10
10
years of professional experience

Work History

Service Desk Specialist/Quality Auditor

HCL Sp. Z O.o
01.2020 - 11.2021
  • Delivered IT technical support focusing on incident and service management aligned with organizational KPIs.
  • Managed system and user access settings, including Active Directory administration and improving access controls.
  • Troubleshot and resolved Windows OS and Office 365-related incidents.
  • Collaborated with cross-functional teams to diagnose, escalate, and resolve complex system and application issues.
  • Facilitated smooth software installations, upgrades, and patches, ensuring minimal disruption to users" work.
  • Documented and maintained updated knowledge articles, creating standardized processes for future troubleshooting.
  • Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
  • Managed quality control for three different projects.
  • Performed audits on a regular basis to evaluate customer interactions with our service desk team.
  • Regularly provide constructive feedback to team members based on audit results.
  • Identify areas of improvement and collaborate with the training department to develop and deliver training program's to address identified shortcomings.
  • Analyze customer surveys and feedback to identify trends and patterns, and provide recommendations for improving customer satisfaction.
  • Prepare comprehensive reports that capture the performance of the service desk team, and highlight areas for improvement.
  • Weekly and monthly connect with customers to show trends, improvements, opportunities, and feedback trends of quality scores and user satisfaction.

Interim Assistant Manager

CSB Bank Ltd
02.2012 - 03.2019
  • Assisted managers in identifying sales opportunities for the branch.
  • Disbursed gold loans and monitored their timely renewal.
  • Expanded customer base by advertising bank products to customers, and supported a large volume of accounts.
  • Conducted regular reviews with customers, and provided appropriate wealth management products according to customers' needs.
  • Acted as the first line of communication in the absence of the bank manager, and solved customers' issues.
  • Maintained departmental filing system and created presentations for customer meetings.
  • Monitored suspense accounts, identified common fraud, errors, irregular transactions, and took appropriate actions to resolve or refer.
  • Supervised teller staff and took responsibility for the development of staff in the team, and delivered expert support to internal staff and management by efficiently handling a wide range of routine and special requirements.
  • Taken care of deputations in cluster branches.
  • Verified and monitored distribution of cash.

Education

Diploma - Software Engineering

NIIT
Bangalore
2009

Bachelor - Science

Bangalore University
2010

Skills

  • Incident management
  • IT Service Management
  • Office 365
  • Quality control
  • ITIL Continuous Service Improvement
  • Time management and tasks prioritization
  • Remarkable seven years of retail management experience
  • People management
  • Customer relationships management

Languages

Hindi
First Language
English
Proficient
C2

Timeline

Service Desk Specialist/Quality Auditor

HCL Sp. Z O.o
01.2020 - 11.2021

Interim Assistant Manager

CSB Bank Ltd
02.2012 - 03.2019

Diploma - Software Engineering

NIIT

Bachelor - Science

Bangalore University

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Nidhi Verma