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Sophiya Ghadge

@sophiyaghadge

Operations Support Specialist at Infosys who automated document validation and task scheduling, reducing manual review time by 30%.

India

Message

At Infosys, I optimized document validation by integrating automated tools to review, validate, and process over 200 documents, reducing manual review time by 30%. I also automated task scheduling with RPA tools, reducing manual data entry and processing time by 10%.

At Capita India Private Ltd., I used CRM systems to resolve technical and billing issues, reducing average resolution time by 20%. I also helped streamline customer service procedures, reducing escalations by 25%.

At Amazon Development Center, I handled an average of 80+ live chat sessions daily and collaborated with technical teams on complex product issues. I have a Software Testing Certification and studied Information Technology at Savitribai Phule Pune University.

Experience

Work history, roles, and key accomplishments

Operations Support Specialist

Infosys

Apr 2024 - Aug 2024 (4 months)

Optimized document validation processes by integrating automated tools, reducing manual review time by 30%. Resolved escalated customer issues and automated task scheduling with RPA tools, improving operational efficiency.

Automation Tools Robotic Process Automation Process Optimization Customer Service Troubleshooting SLA Management

Customer Service Advisor

Capita India Private Ltd.

Feb 2023 - Jun 2023 (4 months)

Streamlined responses to approximately 120 unique customer queries per day, improving satisfaction scores. Employed CRM systems to resolve technical and billing issues, reducing resolution times by 20%.

CRM Systems Customer Service Troubleshooting Communication Skills Cross Functional Collaboration

Customer Service Associate

Amazon Development Center

Oct 2018 - Aug 2022 (3 years 10 months)

Managed 80+ live chat sessions daily with under 60 seconds response time. Implemented data-driven solutions to resolve order issues, improving efficiency by 30% and reducing product returns by 15%.

Customer Service Live Chat Data Analysis Problem Solving Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Savitribai Phule Pune University

Bachelor of Engineering, Information Technology

Bachelor of Engineering in Information Technology with coursework in software development, database management, network security, data structures, and web technologies.

Software Testing Certification Course

Certification, Software Testing

2022 - 2022

Completed a software testing certification course covering functional, regression, and automation testing using tools like Selenium WebDriver and Postman.