• Developed deep understanding of customer needs, priorities, and pain points to deliver customized service.• Continually expanded knowledge of Oracle Hospitality Simphony and Oracle Hospitality Inventory Management product line. as well as Labor Management and Gift & Loyalty.• OPI and SPI implantation and support.• Collaborated with sales, marketing, and other internal teams to meet shared goals.• Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.• Aided in software implementation for clients overseas, providing setup, training, and going live with their new system.• Trained and provided coaching to two junior team members.• Delivered feedback to decision-makers regarding employee performance and training needs.• Maintained professional, organized, and safe environment for employees and patrons.• Resolved staff member conflicts, actively listening to concerns, and finding appropriate middle ground.• Cross-trained existing employees to maximize team agility and performance.• Applied customer feedback to develop process improvements and support long-term business needs.

• Researched product's technical specifications and accurately communicated information. • Continually expanded knowledge of Oracle Hospitality Simphony product line. • Assisted with demonstrations for Oracle Hospitality Simphony to showcase functionality. • Trained and provided coaching to two junior team members. • Managing and supporting Accor Enterprise. • Retained existing clients and developed couple of new accounts by extending high quality and efficient support service for overseas customers. • Collaborated with vendors to locate Interface between our product and third-party applications. • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes. • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems. • Managed and prioritized multiple projects simultaneously, worked independently and drove results. • Ensure that team members achieve or exceed Client’s service expectations • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals. • Kept detailed records of daily progress to identify and correct areas needing improvement.

Application installations and implementations for Simphony 2.x on premises or cloud based on Oracle and SQL Database.• Upgrade of database and application and maintenance releases with minimum down time.•Trouble shooting, maintenance and backup of local and hosted sites.• Identify bugs and report them to responsible team.•Document project progress to provide clear vision of project status and follow up•Take proactive approaches when dealing with customer complaints.•Be readily available/approachable for all Clients technical assist and support.•Achieve High-Quality Standards of Support Service and Customer Satisfaction.•Understand client's vision and requirements to provide point of sales system that meet their business needs for current time and through upcoming years as their business grows.•Configure Workstations, Tablets, Printers, and Kitchen Display Systems.•Configure environment to be ready to work online or offline.•Configuring Reporting Tool Reports as per Finance Team requirements for single or Multiple properties and locations.•Creating and Modifying Reports as per client's requirements•Training for Accounting Team for reports and how to build their own reports.•Training for IT Team for troubleshooting and configure hardware as well as software modification.•Training for F&B Team for configuring and modifying their menu on the Enterprise Management Console and train them for Operation.•Participating in Pre-Sales Meetings to provide answers and solution for any technical requirements needed by clients.

Software support engineer for Oracle Hospitality " Res3700 & Simphony 2.x"Responsible for : Application installations, deployments, rollouts, configuration, integration and logistics management for Oracle Hospitality Solutions Achieve the high Quality Standards of Support Service and Customer Satisfaction. Document project progress to provide a clear vision of project status and follow up. Provide End User Training and Customer Technical, Accounting and Finance support. Develop Team Skills, follow up and provide internal training for team members. Customize and build Third Party Interfaces.. Be readily available/approachable for all Clients technical assist and support. Ensure that team members achieve or exceed Clients service expectations. Take proactive approaches when dealing with customer complaints

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Educated customers on company systems, form completion and access to services.• Leveraged sales expertise to promote products and capitalize on upsell opportunities.• Compiled status and performance reports for team leaders to address company strengths and weaknesses.• Responded to customer calls and emails to answer questions about products and services.• Reached out to customers after completed sales to suggest additional service or product purchases.• Boosted customer service satisfaction ratings through consistent quality control.• Engaged in learning and development opportunities to promote continued performance improvement.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.• Placed outbound customer service or customer satisfaction calls to follow up on issues.• Assisted customers by answering questions and responding to inquiries.