VISHAL S

Enhanced customer satisfaction and vendor performance by handling customer queries, identifying customer needs and providing strategic support to vendors to increase customer engagement and acquisition.

Project: Dell (Pricing Intelligence & ITSM Support)

Tools Used: Excel, Crawl 2.0, CP Tool, FileZilla (FTP), Python (ETL Automation), ServiceNow

• Managed ITIL-based ServiceNow tickets, ensuring the efficient tracking, resolution, and documentation of incidents and service requests related to pricing intelligence workflows
• Targeted incident reduction by analyzing recurring issues and implementing preventive measures, leading to a 30% reduction in ticket volume over time
• Responded promptly to general queries and troubleshooting tickets, resolving issues within SLA timelines and collaborating with cross-functional teams for complex cases
• Utilized Crawl 2.0 and CP Tool to capture and process competitor pricing data, ensuring accuracy for pricing matrices
• Executed Python scripts for ETL automation, streamlining data ingestion and transformation processes, reducing manual effort by 40%
• Maintained service reports using UNIX scripting and Excel, providing insights on incident trends and data accuracy metrics to stakeholders
• Coordinated with clients to verify input files via FileZilla (FTP), ensuring proper file submission formats and addressing discrepancies proactively
• Created and documented actionable bugs for the engineering team, following up on resolutions and ensuring seamless integration into production environments
• Actively followed best practices for data metrics, ensuring consistent delivery quality and adherence to project guidelines