As a Senior Support Specialist I at Qualifacts, I apply my extensive knowledge and experience in electronic health records (EHR) to deliver exceptional customer service and support. With a Bachelor's degree in Civil Engineering from Sigma Group of Institutes, I have a strong background in analytical thinking, problem-solving, and project management, which I leverage to enhance customer satisfaction and operational efficiency.I'm passionate about leading and empowering teams, having successfully guided and mentored a team of five Customer Support experts at Qualifacts, achieving a 70% increase in productivity and an 80% surge in customer satisfaction ratings. I'm also adept at implementing and optimizing processes, having introduced a new ticketing system and a customer feedback mechanism that resulted in a 40% reduction in response time and a 25% boost in operational efficiency. I'm always eager to learn and grow, having completed multiple hours of advanced customer service training and earned certifications in Lean Six Sigma and Scrum Master.