* Developed and maintained features on Social Registry IS using Angular.* Participated in code reviews, identified and fixed bugs, and maintained a clean and organized codebase.* Actively contributed to Agile development sprints, ensuring the delivery of high-quality software products on schedule.* Assisted in designing and implementing responsive user interfaces, improving the overall user experience.

* My contribution to the team improved software maintenance and standards by 10%. (from 85% to 95%)* Taking care of the Very High-priority technical tickets.* Resolving software issues for clients all around the globe

* Continuously monitored and troubleshooted Micro Focus software systems.* Managed and engineered UFT- Related Tickets* Handled UFT's Java add-ins, .NET add-ins,

* Workin with the team in designing and implementing, internal software programs* Contributing in identifying areas for modification in existing programs and subsequently developing these modifications* Writing and implementing efficient code* Training users* Working closely with other developers, UX designers, business and systems analysts

* Plan and provide training and refresher courses to call center representatives.* Prepare agents' performance reports on a daily basis.* Prepare call center reports and share it with call center management.* Prepare monthly Product Knowlegde Tests.* Monitor and evaluate call center representatives performance and taking corrective actions if necessary.* Prepare reports and analyse data to assist management as they determine call center goals * Evaluate call center representatives' job performance and conformance to regulations and recommend appropriate personnel action.* Provide call center employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.* Motivate call center representatives to increase productivity and maximize service quality with hands-on leadership style.* Respond to team support questions quickly to maintain call center efficiency.* Generate reports detailing metrics such as call times and satisfaction ratings.* Execute Monthly Performance Plans with Call center representatives to identify production gaps.

* Increased customer satisfaction ratings to 99% by quickly and accurately solvingproblems.* Support customers efficiently while maintaining professionalism and an upbeat tone.* Connect callers with appropriate professionals, departments and businesses.* Handle difficult issues with calm, knowledgeable and professional approach * Evaluate customer information to explore issues, develop potential solutions and maintain high quality service.* Contribute to company achieving and holding industry-leading customer service ratings.* Promote available products and services to customers.

* Communicate with customers via email and instant messaging to address client needs during excessively busy periods * Enhance productivity by staying on top of call scripts and maintaining control over direction of conversations * Maintain and encourage customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies * Deliver support to 160 customers every day * Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments