AISWARYA BABU
COVENTRY,England
Summary
Reliable individual motivated to apply strong communication and task management skills to support switchboard operations. Superior focus with eye for detail and proven history of calm and collected demeanor. Thrives in both autonomous and team-centered environments.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
EMERGENCY DISPATCHER
CADENT GAS
COVENTRY, WEST MIDLANDS
2024.07 - 2026.02
- Task Scheduling and Prioritisation: Optimised technician scheduling, balancing routine maintenance with urgent service requests and emergencies, while maintaining regulatory compliance and service standards.
- Customer Service & Communication: Served as the primary point of contact between field teams and customer service, transmitting information quickly and communicating clearly.
- Real-Time Problem Solving: Monitored live system upgrades and supplied field teams with immediate answers to logistical or technical challenges.
- Data Logging and Reporting: Job statuses, technician locations, and service completion timeframes are accurately recorded, allowing for data-driven decisions and operational transparency.
- Safety and compliance: Ensured that all dispatch actions adhered to Cadent Gas safety policies and industry laws, focusing on customer and team safety.
Commercial Customer Associate
HSBC
BIRMINGHAM, WEST MIDLANDS
2024.03 - 2024.07
- Providing quick-thinking solutions and competent assistance to commercial customers through both traditional and digital channels.
- Conducted customer demonstrations of digital servicing solutions to improve their banking experience and promote technology adoption.
- Build and maintain solid relationships with commercial clients to ensure their needs are satisfied while also contributing to overall customer satisfaction and retention.
- Excel in a fast-paced contact center environment, exhibiting resilience and agility to meet the demands of the job and exceed performance objectives.
- Facilitating the process of addressing customer complaints by thoroughly investigating each issue to ensure resolution and satisfaction.
- Demonstrated dedication to prioritizing the customer experience by meticulously following the bespoke customer journey framework and meeting established KPIs. Proactively address customer complaints, conducting comprehensive investigations to ensure timely resolution and maintain high levels of satisfaction.
- Processed customer payment requests, including CHAPS and BACS transactions, ensuring accuracy and timeliness.
- Arranged appointments for business clients, effectively and precisely supporting a range of business needs.
- Possess extensive banking knowledge, including direct debits, standing orders, and lending processes.
Customer Service Administrator
Cadent Gas
COVENTRY, WEST MIDLANDS
2023.02 - 2024.01
- Managed a high volume of customer calls for the National Gas Emergency Service, efficiently handling both emergency and non-emergency situations.
- Generated and processed work orders using the CRM system, ensuring accurate and timely responses to customer needs. Responded to incoming calls promptly, assessing emergencies rapidly and providing timely guidance for caller safety.
- Developed and honed negotiation and problem-solving skills in a fast-paced environment with over 100 daily calls.
- Coordinated with dispatch engineering departments and follow up on the work orders.
PROJECT ENGINEER
WIPRO TECHNOLOGIES
2021.03 - 2022.01
- Engineered and configured the EDI system to ensure seamless client communication and data exchange.
- Led integration of 5 different systems, improving data flow efficiency by 30%.
- Administered Unix and managed Linux systems including experience with DEBIAN, UBUNTU, and RHEL ensuring the reliability of the EDI system.
- Leveraged B2B routers, and BOX cloud for networking. Experience in printer configuration and networking in servers. Employed service now for incident and problem management, prioritizing tasks, troubleshooting, and SLA reporting. Improved system efficiency by 20% through automation scripts. Implemented EDI reducing data processing time by 20%.
- Utilized SQL for efficient data retrieval and manipulation enhancing overall performance. Worked extensively with Oracle for data administration—Applied JAVA programming for system enhancement and customization.
- Documentation of the network issues and visualization via Tableau.
- Hands on working experiences in javaj2ee, pearl, maven, springboot.
IT Intern
ICFOSS
2019.02 - 2019.02
- Explored Open Software Projects: Explored FOSS initiatives, gaining knowledge in open collaboration concepts supporting innovation.
- Performed configuration and installation: Hands-on experience installing and setting up Debian and Ubuntu on a variety of hardware platforms.
- Scripting Proficiency: Proficiency with the Linux command-line interface, a crucial tool for carrying out system administration and development activities. Mastered Scripting: shell scripting, a crucial ability for task automation and system maintenance, during my internship.
Education
MSc - Data Science
Coventry University
Coventry 2022.01 - 2023.01
Bachelor’s - Computer Science & Engineering
APJ Abdul Kalam Technological University
2016.07 - 2020.09
Skills
- Accurate message transcription
- Instruction giving proficiency
- Patient reassurance techniques
- Use of dispatch software
- Data entry proficiency
- Adaptable to shift work
Certification
Google Cloud Platform Fundamentals (Coursera), Hashi Corp Certified, Terraform Associate (Udemy), Cloud Fundamentals, Ansible, Ultimate AWS Certified Cloud Practitioner, Linux command line basics, ITIL Foundation Certified V3, DP-203: Data Engineering on Cloud Computing (In Progress), Software Testing with JIRA and Agile (In Progress), Business Analysis Professional (ECBA/ CBAP/ PBA).
INTERNSHIPS
- ICT Academy of KERALA, Stem Robotics
- WOMEN HACKATHON Program at College of Engineering, Kerala, India
Timeline
EMERGENCY DISPATCHER
CADENT GAS
2024.07 - 2026.02
Commercial Customer Associate
HSBC
2024.03 - 2024.07
Customer Service Administrator
Cadent Gas
2023.02 - 2024.01
MSc - Data Science
Coventry University
2022.01 - 2023.01
PROJECT ENGINEER
WIPRO TECHNOLOGIES
2021.03 - 2022.01
IT Intern
ICFOSS
2019.02 - 2019.02
Bachelor’s - Computer Science & Engineering
APJ Abdul Kalam Technological University
2016.07 - 2020.09