Umang Dhuri

About Umang Dhuri

Hey there, thanks for stopping by my profile! I\'m Umang Dhuri, an IT professional…

Experience

1. Senior Application Support Engineer

   GEP Worldwide

   Jul 2024 — Present · Navi Mumbai, IN

   Part of GEP\'s Premium Customer Success Team collaborating with one of the largest pharmaceutical companies in the world.Responsible for delivering technical assistance to the stakeholders and suppliers of the company via phone, emails and MS Teams calls for GEP’s Source-to-Pay Smart Procurement Software.Owned and resolved client issues while consistently meeting performance targets including Service Level Agreements (SLAs), ensuring timely and effective resolutions.Ensured first-call resolution for inbound client calls and handled outbound calls as required.Analyzed client issues by gathering accurate information to facilitate swift resolutions.Collected customer feedback to align service delivery with organizational standards.Experience working with Tools like Salesforce, Service Now (SNOW) and Jira. Achievements: • Recognized as a Quality Performer in October 2024 with a 100% quality score.• Scored 96.79% in the quality parameter for H2 2024.• Achieved a 97.56% CSAT score in H2 2024.

Education

• St. Anthony's High School

  Secondary School Certificate

  2001 — 2013

• Shah And Anchor Kutchhi Engineering College

  Bachelor of Engineering - BE, Information Technology

  2015 — 2020

• Bhavans College

  Higher Secondary Certificate, Science

  2013 — 2015