Set up the Customer Support team and defined all processes to streamline product support, bug resolution and effective escalation management. Engaged with clients and stakeholders as part of the Customer Success initiative

Hired to set up the offshore customer support team for the organization. The CX team is responsible for technical and strategic support (email only) after a client is on-boarded; this also includes editing and keeping up to date all help documentation that clients would need.My role includes providing the development team with UX feedback and client use cases during feature development. We work with the development team on UAT before feature releases. I also help in the feature release process by shortlisting potential BETA participants. Additionally I study trends based on support tickets to understand client behaviour and product health.

Manage and execute online search marketing (SEM/PPC) programs, including campaign setup, monitoring, reporting, analysis, optimization, budget pacing and forecasting, keyword research and expansion, competitive benchmarking, and strategic portfolio insights.

• Prepare weekly newsletters.• Create, edit and effectively communicate all company wide communication.• Collect and tabulate data regarding the company’s sales pipeline.• Organize activities for employees in conjunction with the People Capital team.

• Transferring information accessed by the Customer Support Team from an existing template to a new one, using Fidelity’s proprietary software. • Tasks require outstanding grammar skills, patience and common sense.