Richa Giri

Technical Process Specialist @Infosys

Currently working as SME for GE Vernova Project.Roles and responsibilities -We work with incidents on service now.Responsible for CSAT, AHT, FCR scores for the entire team. Providing support to other agents to handle chats skillfully based on process knowledge.Responsible for queue monitoring and workforce management in absence of WFM.Driving backlog tickets for the team.As an SME, I am skilled in multitasking and fulfilling my responsibility for knowledge enhancement in the project.Started working as an L1 agent in the project with responsibilities like handling chats and maintaining good AHT and CSAT scores.Based on my performance I was promoted to L1.5 agent. I handled multiple tickets and chats based on process knowledge. I was also responsible for driving backlog tickets.Provided floor support based on my experience and expertise to other agents as L1.5.Based on my performance in the project as L1.5, I got promoted to SME role.