Anuja Phule
SME Associate Projects
Pune
Summary
Professional Technical Engineer having overall 6+ years of extensive experience in collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care, Project management and Handling the customer accounts.
Overview
6
6
years of professional experience
5
5
Certifications
3
3
Languages
Work History
SME Associate, Projects
Cognizant
5 2021 - Current
- Working as SME on NICE Engage and Analytics project for British Telecom client to handle all the major activities and fulfill customer needs. Responsible for handling client escalations and to maintain the delivery excellence.
- Worked as Programmer/Developer on NICE Engage project for AMEX client for 2 years. Have a good hands on experience on NICE Recording product. Responsible for providing 24*7 support to handle all NICE recording and business application related issues and fix them to avoid potential loss to the business.
- Working as IVR developer on NICE CxOne project to develop the scripts as per the customer requirements.
- Responsible for handling major activities, changes or escalations.
- Regularly monitoring the system and keep it flawless by early detecting the issues and fixing them.
- Working varied hours to meet seasonal and business needs.
- Prioritizing tasks to meet tight deadlines, pitching in to assist others with project duties.
- Managing customer relations through communication and helpful interactions.
- Maintaining Problem solving approach.
- Maintaining and documenting the data.
- Trained and mentored junior staff on customer service strategies and techniques.
- Analyzed customer data to identify trends and anticipate customer needs.
- Utilized customer feedback to improve product offerings.
- Developed project control roadmap to guide various projects.
Technical Support Engineer, L2
NICE
06.2018 - 05.2021
- Worked as Technical Support Engineer, tier2 in NICE for more than 2.5 years.
- Handled all recording, Applications and DB related issues to restore the system.
- Completed NICE Engage Fundamentals, Troubleshooting and Installation training.
- Completed AWS practitioner course.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
MBA - Operations Management
NMIMS, Mumbai
Mumbai 06.2021 - 07.2023
Bachelor of Engineering - Electronics And Telecommunication
Sinhgad College of Engineering, Pune
Pune 06.2014 - 06.2018
Skills
Project management
Customer service orientation
Delivery Excellence
NICE Incontact CxOne
NICE Engage
Testing and troubleshooting
Data Literacy
Adaptability
Collaboration skills
Customer Relationship
Strategic Approach
Data Visualization
Time Management
Accomplishments
- Achieved 'Recognition Award' by providing exceptional product support to the client with accuracy and efficiency.
- Achieved 'Spot Awards' for clearing the backlog and achieving the overall team's KPI.
Certification
NICE Incontact CxOne Certification
DOB
25/07/1997
Timeline
NICE Incontact CxOne Certification
06-2023
MBA - Operations Management
NMIMS, Mumbai
06.2021 - 07.2023
AWS Practitioner Course
10-2020
NICE Engage Fundamental and Troubleshooting
07-2020
NICE Engage Installation
07-2019
SQL Basics
06-2019
Technical Support Engineer, L2
NICE
06.2018 - 05.2021
Bachelor of Engineering - Electronics And Telecommunication
Sinhgad College of Engineering, Pune
06.2014 - 06.2018
SME Associate, Projects
Cognizant
5 2021 - Current