Faaiza Bhudookan
Team Lead @HCLTech
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WORK HISTORY
Team Lead @HCLTech
Creating an inspiring environment with an open communication culture and lead, motivate a team of 6 agents of service desk and provide guidance as required.• Oversee day-to-day operation, delegate tasks and ensuring any outstanding cases are handled in time.• Be the prime contact escalations, create weekly, monthly, and ad hoc reports to provide feedback to the service desk manager on team performance.• Provide guidance, coaching and training to members of the team, identify areas for process improvements and ensure all the requirements are met to succeed.• Analyze ServiceNow ticket data to identify trends and gaps and propose remedial steps for service improvement.• Review incident tickets for quality assurance. Do the auditing and provide feedback to the team to improve quality.• Participate in meetings for internal performance reviews with the management level and coordinate changes to the team ensuring company policies are in adherence.• Participate in meetings with customers to understand their needs and requirements. • Offer interviews for new hires, create documentation, and provide training to team members to ensure client satisfaction and escalations are being handled in the correct timeline.• Responsible for team schedules and ensuring availability of team members on a rotating shift.
EDUCATION
Academy of Learning career and Business College
Accounting and Payroll Administrator, Accounting and Finance
Allemiah College
School certificate, English, French, Art, Accounting and business studies
Academy of Learning Career College
CPA and PCP, Accounting and Payroll
SKILLS
ABOUT FAAIZA BHUDOOKAN
Bilingual Associate Manager
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