Leveraged extensive platform knowledge to identify and escalate product issues, contributing to ongoing product enhancements based on ticket insightsImproved ticket resolution quality across the board, with detailed analysis and holistic research that has been acknowledged by both product and engineering teams.Independently handled complex API integration tickets (e.g., Symitar, Temenos, and General Alerts), often resolving client-side errors without prior training—showcasing adaptability and a proactive learning approachIdentified areas for improvement in integration frameworks, leading to discussions with the engineering and product teams for potential enhancementsDesigned and implemented several automation workflows in Jira to streamline task management, improve team efficiency, and reduce response times, enhancing overall project executionCreated dashboards and alerts to identify and resolve issues before they impact customersDelivered training to L1 teams on General Alerts and API integrations, raising their troubleshooting capabilities and setting benchmarks for research and ticket resolution standardsActively supported the CS Ops team and collaborated on Jira improvements, ensuring smoother workflows and system configurations across departmentsDisplayed a strong command of troubleshooting across different tools (e.g., Postman API, jQuery, HTML), leading to faster issue diagnosis and resolutionSpearheaded WalkMe projects contributing to improved digital adoption of Eltropy platform and analyzed the reports to gain valuable insights into customer experience with new UI releasesExpertly built, published, and managed WalkMe workflows to streamline user onboarding, optimize in-app assistance, and enhance digital adoption

Implemented Eltropy standard suite for 20+ credit unions, reducing deployment times by 25% and improving client satisfactionLed Multiple Integration projects: Successfully managed key integration projects across financial institutions (e.g., MidFlorida CU, Star Choice CU) involving platforms like MessagePay, General Alerts, and Symitar, delivering efficient integrations that meet client needsSuccessfully integrated Taskray into Salesforce CRM, streamlining the onboarding process and improving task management efficiency by 30%, while building essential processes within Salesforce to enhance workflow automationConfigured and built Voice AI agents (AI Chatbots) in Voiceflow for US financial institutions. Among first few to design the process and template, later delegated task to L1 team after building the process.Managed WalkMe projects resulting in a 40% improvement in user engagement and onboarding efficiency

Developed and automated a 360-degree usage report for a financial institution by extracting, cleaning, and manipulating data using Python and Excel, leading to a 30% increase in data accuracy and insights for client communication strategiesDesigned initial charts and reports that became part of Eltropy’s standard analytics product suite, enhancing the overall analytics capabilities and providing clients with critical usage insightsImplemented and integrated the new NPS survey tool, Delighted, with Salesforce, achieving a consistent NPS score above 80%, one of the highest in the segmentPerformed complex data analysis and scrubbing to import data into Eltropy’s system, improving data integrity and reducing errors by approximately 20%Supported Customer Success Managers (CSMs) in CRM activities and participated in customer calls, contributing to a 15% increase in customer retention through proactive relationship management

Developed client (Master) and server (Slave ) application in Visual Studio using programming language VB.Net with Multi-Master feature for communication with SCADA system at the plantLinked Access database file to log the real time dataImplemented history viewing feature for health physicist analysis