DURGA PRABHAKARAN

• Achieved customer service KPIs by successfully prioritising and fielding high-volume calls.
• Maintained excellent client satisfaction by providing professional, courteous customer service.
• Facilitated smooth communication between guests and various departments, showcasing the ability to convey technical information in an accessible manner.
• Successfully handled last-minute changes and adjustments, highlighting the ability to remain composed and effective in evolving work scenarios.
• Contributed to a collaborative work culture by assisting team members during peak times, showcasing a cooperative attitude and commitment to achieving common goals.

Client: Morgan Stanley

• Received 'Star Performer of the Year' award for exceptional performance.
• Effectively driven various meetings/outages to resolve the issues and made sure that stake holders can access the application seamlessly.
• Handled priority Outages in an effective manner and worked with various vendors to resolve the issues within SLA.
• Managed the troubleshooting and problem-solving of disaster recovery solutions under extremely tight deadlines.
• Accepting and resolving the incidents raised by the users or clients as per Incident Management.
• Raise Service Requests/ Incidents / Problem Record / Change Record through bridge clarify to solve application issues.
• Driving, developing, managing, and maintaining the major incident process and associated procedures.
• Producing management information, including KPIs and reports.
• Documenting processes and monitoring application performance metrics.