Malika Gurnal

Contact No: - +91- 7901755515

E-Mail:-malikanath.20@gmail.com

where my skills and knowledge can

Seeking a position to utilize my skills and abilities in the Organisation
be best utilized and where I can turn my knowledge and skill into value in becoming an asset for the
company

1.Feb 2019 to Feb2021

Company name: TechMahindra Ltd.

Job Profile:

 Resolved the Raiser Query related to BB, PSTN Vision and Sports.
 Resolved the Raiser Query related to Mobile Service.
 Conduct the Huddle.
 Gather all required information from the requesters and send them regular updates on the
status of their request.
 Verify the resolution with the end user and collect feedback.
 Identify when an incident is a problem and convert the incident ticket to a problem ticket
 If the incident is resolved, confirm the resolution with the end user.
 Contact the service desk to raise a new incident request.
 Clearly communicate all the required information to technicians.
 Respond to follow-up surveys after ticket resolution completing the feedback loop.
 Log all incoming incident requests with appropriate parameters like category, urgency,
andpriority.
 Ensure incidents are escalated and facilitated to enable efficient and timely service
restorations


Additional Responsibility
 Allocate the Owned Queue Data.
 Resolving the Mobile Issues.
 Sharing the product related updates with Team.
 Sharing the Product Abbreviation to Whole PSG to handle the promotions.
 Received the E-Card in May 2019.

2.October 2014 to Jan2019 .

Company name: Wipro Ltd. (Us Bank)

Designation: Floor Support & Team Handling (Subject Matter Expert, Sr. Officer )

Job Profile:

● Work Assigning to Team, Resolving work related queries, QC Check, Managing Data,
Maintain Quality, Maintain Data.
● Engage with Client On Call Chat and Email.
● Handled subordinates as a team for working together to meet daily targets with zero errors.

Sensitivity: Internal & Restricted

 ● Capture the daily updates from clients and worked towards business requirements.
● Been more innovative to give ideas and suggestions to improve in quality as well as
productivity.
● Maintaining & sending multiple Reports - Daily target mail, Hourly Reports, Client Reports.
● Maintaining QC Data and monthly data.
● Managing Information System & dealing with internal database of the organization.
● Provided Client wise training to the team members in Operations.
● Prepared Proactive checklist for database & important work to avoid future downtime.
● Work allocation to Associates and maintaining a track record of it.
● Coordinate with clients and India Team leads (Managers/Supervisors) regarding process
related updates, queries & other operational activities.
● Done Process Enhancement related analysis. E.g. - TAT Analysis, Quality Analysis, and
Production Analysis.
● Process the invoices or doing QC as well, as per the requirement.
● Provided cross training on real time basis among team members.

Additional Responsibility
● Arranging test in Optimus portal, uploading Questions and Answers.
● Working on SQL Query to manage team data.

3. March 2013 to Nov 2013

Company name: Mphasis

Designation: Customer Support Executive(Telecom)

● Provide the bill Summary to Customer.

● Handle the Customer Queries on the Call.
● Proactively guide the customer.

Educational Qualification:

Qualification University/ Institute Year of Passing Percentage%

MCA Punjabi University 2012 67%
Patiala
BA(Mathematics) Guru Nanak Dev 2009 61%
University
H.S.C(12th) Punjab State School 2006 72%
Education Board
S.S.C(10th) Punjab State School 2004 67%
Education Board

Computer Exposer:
Languages: C, C++, Java, ASP.NET
Domains: Investment Banking, Data Warehousing
Database: Oracle
Backend Tools: UNIX, SQL, PL/SQL
BI Tools: Cognos Framework Manager, Report Studio, Query Studio.

Sensitivity: Internal & Restricted

Personal Strength:

● Adaptive
● Keen learner
● Capable of doing a work in Team

Date of Birth : 22/08/1987

Gender : Female
Nationality : Indian
Status : Single
Languages Known : English, Hindi, & Punjabi
Hobbies : Yoga, Net surfing, Listening music
Current address : K-8 Moraya Gosavi Rajpark Phase1.
Chinchwad: Pune - 411017

Place: Pune Malika Nath

Sensitivity: Internal & Restricted