At INTECH, my focus is on steering the seamless integration of clients with our state-of-the-art software solutions. Our team works alongside stakeholders to pinpoint and address their unique technological needs, ensuring a swift and effective adoption process. With a solid foundation in computer engineering and currently advancing my expertise through a Master's in Computer Applications at SRM University, I am continually enhancing my competencies in SaaS implementations.My role is instrumental in managing the change cycle, fostering growth opportunities, and sustaining robust client relations. I am dedicated to propelling our organization forward by contributing to successful product adoption and maximizing client satisfaction. My proficiency in software configuration and training empowers clients to harness the full potential of our products, driving collective success and technological advancement.

* Work closely with stakeholders to develop an in-depth understanding of their team, products objectives.* Identify organizational needs for new software or technology that will help with efficiency and/or performance.* Manage project expectations through regular meetings, project status reports and maintaining great relationships.* Manage the whole change cycle.* Proactively identify and deliver on growth opportunities within assigned accounts.* Collaborate with system integration team and ensure compliance to all client requirements and provide appropriate training to clients and ensure efficient implementation of all systems.* Maintain all project plans and ensure compliance to time-frame and collaborate with stakeholders for all implementation processes.* Coordinate with team to resolve all issues within required time-frame and recommend appropriate changes to all policies and procedures and evaluate all implementation for team.

* Establish and successfully manage relationships with clients as assigned.*Analyze customer's business processes and determine best fit with the product.* Perform and lead the setup, configuration, and testing of customer instances to ensure proper functionality.* Coordinate internal resources and third parties/vendors for the flawless execution of projects. * Train customers on the product and the appropriate process to fit their needs.* Assist the data conversion team in planning a data migration strategy, as well as coordinating with the customer and Data Conversion Team to review the converted data.* Act as filter and a first line of contact before tasks are handed to development.* Report and escalate issues to Project Manager or supervisor as needed.* Maintain constant review of tasks and statuses.* Work with the Project manager to manage changes to the project schedule and project scope.* Provide customer support until the implementation has been completed and the customer is transitioned to the Customer Support Team.

* Worked as a Subject Matter Expert for the Shutterfly, GrooveBook and Lifetouch projects.* Handing the incoming emails and chats. Mostly the order status and shipment damage queries.* Troubleshooting the mobile apps and escalating to the technical team when necessary.* Sending the team performance report daily to my respective Manager.* Helping and encouraging my team agents to achieve the Team target every week.* Managed customer chats effectively and efficiently in a complex, fast paced and challenging chatenvironment.* Referred unresolved customer grievances to designated departments for further investigation.* Managed high chat volume with tact and professionalism.* Analyzed chat volume and average chat time to monitor customer service representative performance and productivity.