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SHIVANI CHAUDHARY

@shivanichaudhary2

Senior Operations Associate at TraceAssure Global Certifications who cut assessment cases returned for clarification from 40% to 5%.

India

Message

At TraceAssure Global Certifications, I managed ZED certification assessments through the ZED MSME website and maintained the stipulated 24-hour SLA/TAT. After taking charge of assessment operations, I reduced cases returned for clarification during quality checks from 40% to 5%, and created an assessment tracker to help prevent duplicate records.

At SoftwareONE India Pvt. Ltd., I supported software license management, renewals, contract analysis, and invoicing operations. I also contributed to reporting, process documentation, training plans, and operational issue resolution; earlier, I helped clients with onboarding and customer service at Insight and supported investment portfolio services at ICICI Prudential Life Insurance.

Experience

Work history, roles, and key accomplishments

Senior Operations Associate

TraceAssure Global Certifications

Jan 2024 - Oct 2026 (2 years 9 months)

Managed 300+ ZED certification assessments per month, maintained 24-hour SLA/TAT, trained and coordinated a five-member team, and reduced cases returned for clarification by 87.5%.

ZED MSME Website Assessment Operations SLA TAT Monitoring Team Coordination Quality Assurance Data Management

Customer Success Associate

Insight

Jan 2023 - Apr 2023 (3 months)

Assisted clients with CSP onboarding, delivered kick-off sessions, provided portal walkthroughs, and offered post-sales strategic guidance using Cloud Commerce and Microsoft Partner Center.

Cloud Commerce Microsoft Partner Center Customer Onboarding Post sales Support Cross Functional Collaboration

Associate (MCOE)

SoftwareONE India Pvt. Ltd.

Jul 2020 - Jan 2023 (2 years 6 months)

Managed Microsoft customer orders, compliance requests, and intercompany invoicing; supported software license management, renewals, and contract analysis; resolved escalations and contributed to process improvements.

Software License Management Renewals Invoicing Contract Analysis ServiceNow XSimple Flexera Commvault NAV Process documentation

Customer Relationship Manager

Detailing Devils

May 2019 - Jun 2020 (1 year 1 month)

Maintained customer account data using MS Excel, performed data analysis to track studio inflow and outflow, and responded to customer queries via email and phone.

Excel Data Analysis Customer Relationship Management