Nithya NADARADJANE

• Led integration of Digital Workplace solutions across multiple EMEA regions, ensuring seamless workflows and operational efficiency.
• Spearheaded L2 support operations , consistently exceeding SLAs with a focus on delivering high-quality customer experiences.
• Implemented optimized IT asset tracking processes , reducing errors by 30% and ensuring compliance with governance standards.
• Developed structured onboarding and training programs , improving new hire adaptability and reducing training time by 20%.
• Collaborated with IT leadership on enterprise-wide technology transformation initiatives , ensuring alignment with business objectives.

• Championed ServiceNow enhancements , streamlining workflows and improving IT service delivery by 25%.
• Played a key role in the PcaaS program , providing strategic insights on deployment and end-user adoption.
• Developed a knowledge-sharing framework across EMEA, reducing project implementation time by 15%.
• Led IT migration projects for executive users, achieving a 95% client satisfaction rate .
• Standardized ITSM procedures, cutting ticket resolution times by 20% .

• Managed IT infrastructure enhancements, optimizing digital workplace services for global teams.
• Provided strategic recommendations on cloud adoption , improving system efficiency and security.
• Led IT training sessions, increasing technology adoption rates by 40% .
• Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.

Contributed to the development of a webpage for a start-up company specializing in book publishing, utilizing Symfony.

• Facilitated order processing and transport-related inquiries, leveraging SAP for efficient operations
• Delivered exceptional customer support, collaborating with franchised stores, warehouses, and carriers.

• Led deployment projects across 300+ branches , ensuring seamless IT implementation.
• Provided remote IT support for internal software issues , enhancing user experience and efficiency.
• Established quality assurance processes for service delivery, reducing downtime incidents.

• Managed administrative and secretarial tasks, ensuring seamless service delivery.

• Provided reception and customer service, enhancing the client experience.

• Facilitated communication through translation, improving understanding and collaboration.

• Ensured safety and security, demonstrating strong leadership in a high-profile environment.

• Lead, train, and develop CSRs to enhance their skills and meet organizational objectives.
• Monitor incidents and conduct analysis of weekly and monthly performance metrics.
• Review individual calls to ensure adherence to quality standards.
• Manage ticketing processes and track cases to resolution within Service Level Agreements (SLAs), escalating to Level 2 Associates as necessary.
• Inspire and motivate the customer service team to achieve performance goals.
• Recommend and implement new procedures to enhance user service quality.
• Prioritize and provide solutions based on urgency for executive users, ensuring sustained global customer satisfaction.