• Responsible for onboarding and training customers, as well as assisting clients in optimizing their use of the elina PMS platform to maximize product engagement.• Handle and resolve customer queries while also providing technical help (2nd Level) within the SLA.• Contribute to the overall improvement of the product by actively supporting the continuous improvement of the product as well as the onboarding teams/support teams process by analyze data and considering feedback from… Show more • Responsible for onboarding and training customers, as well as assisting clients in optimizing their use of the elina PMS platform to maximize product engagement.• Handle and resolve customer queries while also providing technical help (2nd Level) within the SLA.• Contribute to the overall improvement of the product by actively supporting the continuous improvement of the product as well as the onboarding teams/support teams process by analyze data and considering feedback from customers.• This includes keeping product help manuals up to date and aligned with product updates, as well as arranging and organizing meetings for product development, issue resolution, and future release planning.• Manage the day-to-day operations of a four-person Customer Support team, handling all aspects of line management.• Prepare several reports and make them available for review by the management team, including support team performance in relation to the various time-bound SLAs designed. Show less

• Responsible for providing comprehensive customer success support, including handling general inquiries received via email and telephone for the property management system and acting as the main point of contact for all STAAH (Channel manager software) related inquiries.• Managed new client set-ups and go-lives and provided first-line technical / product support for clients through the channels provided to ensure client satisfaction and product compliance.• Involved extensive liaison… Show more • Responsible for providing comprehensive customer success support, including handling general inquiries received via email and telephone for the property management system and acting as the main point of contact for all STAAH (Channel manager software) related inquiries.• Managed new client set-ups and go-lives and provided first-line technical / product support for clients through the channels provided to ensure client satisfaction and product compliance.• Involved extensive liaison with the tech team to test new updates of the software prior to release, including providing feedback to the development team on product developments bug identification.• Gained extensive experience in using Google Analytics, Google Sheets, Zoho, Confluence, and Jira in this role. Show less

• Started as a Customer Support Executive before being elevated to Product Head Consultant for the Goa Region (India) in November 2014.• Reported to the company's directors, with overall responsibility for driving improvements in customer relationships, ensuring the delivery of reliable administrative as well as service to customers, and assisting STAAH marketing activities.• This entailed continuous responsibility for the maintenance and growth of a portfolio of customer accounts, as… Show more • Started as a Customer Support Executive before being elevated to Product Head Consultant for the Goa Region (India) in November 2014.• Reported to the company's directors, with overall responsibility for driving improvements in customer relationships, ensuring the delivery of reliable administrative as well as service to customers, and assisting STAAH marketing activities.• This entailed continuous responsibility for the maintenance and growth of a portfolio of customer accounts, as well as consulting with clients to help them improve their online sales. • Led the development and implementation of an online STAAH manual guide for clients in Goa, as well as delivering several highly successful presentations to hotel clients on online sales, organizing a variety of seminars, and introducing a variety of new online tools that enabled staffing requirements to be reduced.• In addition, I offered software training to all new clients and supervised support and recruitment teams as needed.• Responsibilities in recruitment included posting job advertising, assessing resumes, and interviewing prospective workers, as well as managing staff onboarding and training.• Handled regular communication with senior management, including weekly meetings with firm directors and team members to inform them on the overall state of the customers' affairs, as well as producing and presenting performance reports. Show less