YNYogita NC
@yogitanc
Customer-focused product and change management analyst with strong process optimization skills.
IndiaWhat I'm looking for
I am a detail-oriented product and change management analyst with nine years of experience in customer and technical support, client management, knowledge-base maintenance, and process gap identification. I drive operational improvements by coordinating cross-departmental efforts and implementing agreed resolutions with stakeholders.
At Tech Mahindra, I updated knowledge bases, conducted product trainings, handled agent queries, managed client communications, and coordinated schedules and IVR or outage responses for sales campaigns. I have a proven record of escalating and resolving technical and care issues while keeping SLAs and regulatory updates in focus.
Previously at Dell I provided advanced technical support across hardware and software queues, mentored and coached peers, audited calls, and analyzed customer experience metrics to improve team performance. I seek opportunities to leverage my analytical, customer-focused, and coordination skills to optimize processes and enhance customer management.
Experience
Work history, roles, and key accomplishments
Product and Change Management Analyst
Tech Mahindra Business Services
Mar 2013 - Sep 2015 (2 years 6 months)
Managed knowledge base updates, trainings, and cross-department coordination for sales campaigns and IVR changes, identifying process gaps and implementing resolutions that improved operational efficiency across India and Ireland centers.
Escalation Executive
Tech Mahindra Business Services
Sep 2012 - Feb 2013 (5 months)
Handled customer escalations across channels, coordinated with departments to deliver resolutions within SLA, maintained complaint trackers and provided regulator updates as required.
Technical Support Agent
Tech Mahindra Business Services
Oct 2011 - Aug 2012 (10 months)
Provided handset and network technical support, escalated complex issues to Level 2 teams, and coordinated repairs to resolve customer queries efficiently.
Delivered telephonic technical and general support across multiple hardware/software queues, handled escalations, coached team members, audited calls, and published customer experience metrics to improve satisfaction.
Education
Degrees, certifications, and relevant coursework
Khaleejsat Computer Institute
Certificate in Software Engineering, Software Engineering
Completed a Certificate in Software Engineering focused on software fundamentals and practical skills.
GED (American High School Diploma)
American High School Diploma (GED), General Secondary Education
Completed the American high school equivalency (GED) through an online program.
Our Own English High School
10th Grade, Secondary Education
Completed 10th grade at Our Own English High School in Dubai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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