Neeland Nathan
Carapichaima
Summary
Driven Help Desk Analyst at Scotiabank Trinidad and Tobago, I leveraged ServiceNow and programming skills (Python, C#) to enhance workflow efficiency, boosting ticket resolution within SLA to 85%. My knack for data analysis and proactive problem-solving significantly improved customer satisfaction and operational productivity.
Overview
7
7
years of professional experience
Work History
Help Desk Analyst
Scotiabank Trinidad And Tobago
11.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- In addition, upon identifying loopholes in our workflow, I utilized my knowledge in lean methodologies and optimized the way the business is run. This resulted in an increase of First Day Resolution of tickets from 6% to 35% and increased tickets resolved within SLA from 50% to 85%.
Collateral and Securities Clerk
Scotiabank Trinidad and Tobago
11.2019 - 10.2022
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Reviewed and requested legal documents to ensure that the organization was secure in the event of loan payment delinquencies.
- Development and creation of application which automated the preparation of customers' letters and documents.
- Development and creation of application which automated the emailing of letters.
- Developed a Digital File Management System resulting in greater efficiency and reduced paper usage within my team saving the organization both time and money.
- Implemented a Customer Portfolio System which resulted in increased efficiency, decreased turnaround times and greater accountability among staff in two teams. Customer Service both internal and external were also positively impacted by this system.
Legal Intern
Hobsons Attorneys-at-Law and Notaries Public
07.2018 - 09.2018
- Aided attorneys with research for ongoing cases.
- Participated in and took notes during meetings.
- Attended depositions and court proceedings and prepared summaries on cases.
- Scanned, converted and organized records into electronic format with consistent naming convention.
- Drafted correspondence and legal documentation and disseminated materials to appropriate parties.
Volunteer
National Centre for Persons with Disabilities (N.C.P.D.)
07.2017 - 08.2017
- Volunteered with the organization to help make measurable differences for their Annual Summer Camp with disabled children and adults.
- Supported engaging, fun and smooth-running events by helping with organization and planning.
- Supported program leaders with administrative support duties.
Education
No Degree - Computer Science And Programming
Stanford University
Coursera Online08.2019
High School Diploma -
Presentation College Chaguanas
Chaguanas, Trinidad And Tobago07.2018
Skills
- Scheduling/Planning
- Data Analysis
- Machine Learning and Artificial Intelligence
- ServiceNow Platform
- Hardware, Software, and Network Support
- Programming (Python, C#)
References
Steffany Ramdass
Supervisor Sales Support - Retail Secured Lending - Mortgage,
MDO - Sales Support Unit and the Non Branch Sales Force,
Scotiabank Trinidad and Tobago.
1-868-484-4506
Sursatie Khan
Manager Call Centre Inquiries,
Business Services Centre,
Scotiabank Trinidad and Tobago.
1-868-462-1885
Denesh Abraham
Director AML/ATF Operations & Transformation,
Scotiabank Trinidad and Tobago.
1-868-739-1546
Timeline
Help Desk Analyst
Scotiabank Trinidad And Tobago
11.2022 - Current
Collateral and Securities Clerk
Scotiabank Trinidad and Tobago
11.2019 - 10.2022
Legal Intern
Hobsons Attorneys-at-Law and Notaries Public
07.2018 - 09.2018
Volunteer
National Centre for Persons with Disabilities (N.C.P.D.)
07.2017 - 08.2017
No Degree - Computer Science And Programming
Stanford University
High School Diploma -
Presentation College Chaguanas
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