Ancy Joseph Email & Phone Number

Sharjah Emirate, United Arab Emirates

Highly organized and efficient Administrative Professional with 3 years of experience in managingprojects and initiatives. Proven track record of increasing productivity by 10% and reducingadministrative errors by 20%. Skilled in providing high level administrative support to executives, andcontributing to the company's overall performance.• Answered multiple phones system, routing over 100 calls daily and delivering messages to staff with100%accuracy.• Organized weekly staff meetings and logged minutes for corporate records.• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems, ensuring compliance with industry standards.• Interacted with over 12 vendors, contractors, and professional service personnel to establish procedures, receive orders, direct activities, and communicate instructions.• Oversaw monthly inventory activities, including materials monitoring or requisition and supply stocking or restocking.

India

A result-oriented Application Support Analyst with a proven track record of implementing proactivemonitoring systems, reducing application downtime by 25% and improving response time to criticalissues by 30%. Collaborative team player skilled in troubleshooting and resolving complex applicationissues, resulting in a 15% decrease in average resolution time. Strong expertise in ticketing tools likeSalesforce and JIRA.• Managed portfolio of accounts helping to ensure customer success from client goal setting and guidance on best practice to perform quarterly business reviews.• Created and maintained KYC's and detailed product documentation.• Effectively resolved first line application queries for over 100 clients on a weekly basis.• Involved in Client Management/API configurations and Client Audits.• Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.• Indulged in Root Cause Analysis for cases which require Development/ Product teams involvement to rectify complex application issues, enhancing reliability by 30%.• Engaged in trend analysis and proactively identify and flag off potential issues.• Ensured 95% of Customer SLAs are consistently met through diligent tracking.• Assisted with developing customer use cases and other special projects for Managed Services Team.

Trivandrum, Kerala, India

An experienced Customer Service Executive with over 3 years of experience spearheading customersuccess and retention initiatives. Demonstrated history of increasing customer on boarding success rateby 15%, customer satisfaction scores to an all time high of 93%, and decreasing customer churn rates by20%. Responsible for identifying customer training needs and improving product utilization, resulting in a 12% increased customer adoption rate.• Promptly handled an average of 80 customer enquiries and complaints per day with 96% customer satisfaction.• Exceeded quantitative metrices on customer satisfaction, customer retention and enquiry volume.• Conducted full claim investigations and reported updates and legal actions.• Escalated files with significant indemnity exposure to supervisor for further investigation thereby reducing the fraudulent claims by 3% annually.• Collaborated with legal counsel to make organizational claims decisions aligning with the governing laws.• Posted payments to accounts with 98% accuracy and maintained records.

Bachelor Of Technology (Btech), Computer Science

Education record