SUMMARY

• A self - motivated individual with a passion for customer service,relationship, retention, products & services renewals and Licensing having excellent project management skills.
• I also cultivate positive customer relationships through clear and helpful communication, addressing inquires, and problem resolution with sound judgment, diplomatic and tactful skills.
• Throughout my career experience I have also gained expertise on requirements & gap analysis, pre-post product Implementation, Functional QA, Application support, and pre sales skills who understand the importance of consistent communication, building relationships with clients & internal teams to get results.
• Currently I am working as a Technical Product Support Specialist with the passion to help resolve customer concerns.

TECHNICAL SKILLS

• Customer Service, Relationship and Onboarding.
• Adoption, Customer Retention Rate (CRR),VOC.
• Renewals and Retention,CLV, CSAT and NPS.
• ROI, CSAT Surveys, Emails, Phone Support.
• Pre-Post Implementation Planning.
• Designing Customer Success Plans.
• Implementation of Jira & Salesforce CRM on cloud.
• Cloud Services - On-Premise, SaaS, PaaS & IaaS.
• BI Reporting, Marketing using Salesforce CRM.
• Master Data Management and Data Governance.
• Functional Testing(Manual & Automation)
• Pre Sales, Tableau,RFPs, RFQs & Licensing.
• Scrum Planning,Code reviews, Test Management.
• Apps & Products support, Migration & Upgrade.
• Deployment, SQL DB & Oracle POS Testing.

PROFESSIONAL EXPERIENCE

Technical Product Support Specialist

Confidential

Responsibilities:

• Designed success plans for customers on critical success factors, critical issues, recommendations.
• Exceeded annual goals with client renewal rate above 85% for over 20-15 accounts.
• Conducted demos and pre sales activities for potential newer clients with 80% leading to direct sales.
• Successfully maintained business for over 20 existing premium customer accounts targeting 90% renewals.
• Improved applications, services, db upgrade rates by 35% through successful marketing to existing clients.
• Mitigate issues based on the feedback from customers coordinating with internal teams.
• Reviewed and Analyzed CSAT data striving to achieve 5/5 Rating
• Address technical inquiries, concerns of customers by scheduling phone calls, WebEx, Zoom or GTM.
• Led process improvement, KPI's and problem-solving efforts.
• Proactively scope and customize technical solutions as required to addressing customer requirements.
• Assesses customer's needs, and recommend solutions with value for both customer and firm.
• Managed implementation specialists reviewing pre & post implementation plans on cloud and on-premises.
• Results-driven product demos for potential and current customers.
• Initiated payment systems upgrade by recommendations to management and overseeing account progress.
• Email layout advice on campaign using Salesforce CRM & proactively offered best practice guidance.
• Tested and deployed html/text based emails as needed by clients.
• Single POC for customer training, data conversion, setup/configuration and problem solving.
• Ensured positive customer experience by proactively managing and growing customer relationships.
• Used Salesforce CRM & Atlassian Jira as cloud systems to track progress.

Software Quality Engineer

Confidential

Responsibilities:

• Gather requirements enabling development team to customize tools to support the achieve objectives.
• Conducted application demos for clients with 90% leading to direct sales.
• Improved apps upgrade rates by 20% through successful marketing of product upgrades to existing clients.
• Nurtured and motivated junior technical team members to deliver high-quality code.
• Issue resolution on high priority fixes, test environments and collaborative dialogue with businesses.
• Develop and maintain positive client relationships at C- levels with existing corporate accounts.
• Investigate & solve customers' issues, which may be complex or long-standing passed on by a local team.
• Strong background working in a customer-facing env. driving initiatives to improve customer satisfaction.
• Implement, run, and manage successful customer pilots with the Sales team to analyze business case.
• Provide timely account or issue executive summary status reporting to customers and management.
• Train and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Establishing a trusted adviser relationship to ensure customer's overall satisfaction with products.

Customer Success Specialist

Confidential, Marlborough, MA

Responsibilities:

• Handled 25-30 calls per day to address customer inquiries and concerns.
• Worked with team to design salesforce workflows, custom apps & validation rules, email templates.
• Helped clients on setting up of processes (Lead, Sales & Service) working with development team.
• Developed custom apps, designed web to case, case assignment Rules.
• Assisted in Data Import/Export/Updates & worked on system customization.
• Jira Installation and configuration on cloud, created new projects.
• Managed 3 QA team members and took ownership of entire test deliverables tracking till closure.
• Planned, Designed, and Executed Smoke, System, System Integration, and UAT Test Scripts.
• Generated/Published reports and dashboards.
• Used Tableau to project the data based on the regions/SKUs sales.

IT Quality Assurance Manager

Confidential

Responsibilities:

• Develop and maintain positive client relationships at all levels with existing corporate accounts.
• Automated 20% of smoke test using selenium at the early stage of req.
• Reduced manual testing effort by 85% by using Test Automation.
• Identified customer business, technical & functional requirements, and pain to Implement solutions.
• Reported production malfunctions to managers and production supervisors.
• Performed day-to-day administration of HP ALM tool & Atlassian Jira tool, Workflows for defect life-cycle.
• Training of apps, meeting with the audience for impact analysis.
• Designed metrics dashboards & filters in Jira to provide end-users, leadership with meaningful operational.