Veronica Roshni

About Veronica Roshni

I’m a Learning & Development professional transitioning into Instructional Design, with…

Experience

1. Team Lead - Instructional Designing

   Tata Consultancy Services

   Nov 2022 — Present · Bengaluru East, IN

   In charge of international operations and SNOW tool ticketing system. Ensured the escalation management from the Netherlands users to provide solutions to the issues raised and drove closure of the tickets on several internal platforms, external learning platforms, and on LXP for a seamless learning experience for the users while spearheading the presenting of the Learning Management System and Dashboard.Accomplishments :Ensured Timely closure of the Tickets as per the SLAs in place and ensured 91% closure percentage. Managed the team and ensured they drove the closure and provided single sing on access on the internal service of the client platform.Responsible for handling escalaton, handling team members queries and provide support to team on new scenarios.Responsible for analyzing errors, preparing RCA, dashboard maintenance, documenting, generating and sharing reports.Responsible for keeping the SOP updated with all scenarios, training the new team member on the process and ensuring all the requests are processed on timeResponsible for processing all the requests assigned with 100% accuracy and within TAT.

Education

• Osmania University

  Bachelor of Commerce - BCom

  2016 — 2019

• Acharya Nagarjuna University

  Master

  2017 — 2019

• Osmania University

  Masters in Commerce

• Indian Institute of Management Rohtak

  HR Analytics

• Osmania University

  Master of Business Administration - MBA

  2014 — 2016