Operations:Leading a dynamic support and operations team, overseeing day-to-day activities and ensuring seamless service delivery.Develop and implement strategic initiatives to enhance operational efficiency and customer satisfaction.Collaborate with cross-functional teams to streamline processes and improve overall organizational effectiveness.Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.Created a… Show more Operations:Leading a dynamic support and operations team, overseeing day-to-day activities and ensuring seamless service delivery.Develop and implement strategic initiatives to enhance operational efficiency and customer satisfaction.Collaborate with cross-functional teams to streamline processes and improve overall organizational effectiveness.Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.Created a robust refund process funnel, resulting in a significant reduction in processing time and increased customer satisfaction.Customer Support:Provided superior and responsive customer service to both external and internal customer groups through excellent customer service skills.Monitoring team adherence to Customer Support standards, support incident quality, and effective escalation. Identifying performance gaps within team, managing the gaps with coaching and feedback. Focus on ensuring high customer retention rates and meeting retention goals.Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.Drive the resolution of escalated account issues, working closely with Billing, Trainers, and other departments.Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.Manage inquiries, questions, and issues related to contracts from clients and other departments.Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Products. Show less

Working with team and managers for smooth production.Developing plans & schedules, allocate resources, participating in team meetings for individual projects.Meeting the Specification given by the Customer with respect to Project needs.Trained the new hires to increase their product awareness/knowledge.Audit the incidents and provide feedback to the team, based on the defects.Maintaining the defects tracking system and plan accordingly to ensure the quality.

Working in Salesforce and DataSite platform.Interacting with Sales and project Managers to get billing details of client and updating in appropriate projects.And analyzing the billing adjustments and updating it

Creating Invoices in Oracle platform.Maintaining the team by planning/managing the shifts and the deliverables on a daily basis.Interacting with colleagues in onshore (US) through email, messenger and conference call.

Interacting to the customers through Chat and E-mailSolving both technical and non-technical problems through Chat and E-mailMeeting the Specification given by the Customer with respect to Project needs.Led a team of 150 members that was involved in customer technical support via email/chat for a multinational educational company (Online Education/e-publishing) based in USA.Planning/Managing the shifts and the deliverables on a daily basis.Trained the new hires to increase… Show more Interacting to the customers through Chat and E-mailSolving both technical and non-technical problems through Chat and E-mailMeeting the Specification given by the Customer with respect to Project needs.Led a team of 150 members that was involved in customer technical support via email/chat for a multinational educational company (Online Education/e-publishing) based in USA.Planning/Managing the shifts and the deliverables on a daily basis.Trained the new hires to increase their product awareness/knowledge.Trouble shoot failures across the workflow and escalate the required to the respective groups to meet relevance and ensure the customer qualityAudit the incidents and provide feedback to the team, based on the defects.Maintaining the defects tracking system and plan accordingly to ensure the quality.Involved in Error analysis, and prepare CAPA documentInvolved in various Analysis to derive action plans to improve the quality % Show less