At Cognizant, I resolve software, hardware, and network incidents and handle catalog and pricing verification for Australian supermarket clients using SAP PMR and SAP GUI. My work achieved 100% Incident CSAT and 100% Catalog/Brochure Check CSAT.
I designed a piloted HTML brochure-checking tool with Claude AI and an Excel tracker to compare SAP prices with brochure prices, reducing manual effort and improving accuracy. I also built Excel trackers and prepared reports on open incidents.
Before Cognizant, I resolved tickets at CSS Corp across phone, email, and chat using Avaya. I also built a library of resolved cases in Excel and internal databases.
