Fatima Malik Email & Phone Number

Islamabad, Islāmābād, Pakistan

•Creation and maintenance of Salesforce Dashboards and Reports to keep track of reported issues and their progress•Providing dedicated one-to-one support to resolve Tier 2 issues and minimize escalations.•Contributing to decision-making and collaborating across teams.•Cultivating customer relationships and serving as a trusted advisor.•Playing a key in QA processes, integrating customer feedback for continuous product improvements.•Mentoring support analysts to emphasize skill development.•Demonstrating strong business acumen and actively contributing to product enhancement.•Committed to elevating customer support and championing Elixir's core values: Community, Learning, Integrity, and Pioneering.

Pakistan

Bridge Between Customer and the Company:• Liaison with fortune 500 and health care giants of US, working collaboratively with cross-functional teams including Engineering, Customer Success, and Professional Services• Focused on building strong relationships with customers through understanding their business lines, common environments, growing needs and applications leading to generation of new/possible sale leadsCustomer Knowledge Base and Workflow Management:• Maintaining internal documentations of customer workflows and business lines, existing environments and applications• Handling and managing Knowledge transfer sessions and enhance the overall processes used to do so• Managing a team of 3-4 support analysts assigned to each client and providing them guidelines to ensure timely management of issues and achieving SLAs• Maintaining Knowledge base of all Elixir productsWeekly/Monthly Customer Connects:• Facilitation of weekly and monthly customer connects• Being the sole representative of Elixir in these connects and ensure that the customer grievances are addressed and managed against SLAs• Maintaining status reports and issue tracker sheets• Conduct support business reviews and continually improve on the processes• Maintain and execute the escalation ladder, rightfully asses when the need to move on the next step of the ladder arises and proactively approach it• Problem and Risk ManagementProjects Undertaken:• Migration to the newly available build • Regression testing and QA • Release management • Identification of change requests and proactively instigating the process• Took on the development of new customer support portal from the building phase (collaboration with the vendor) till execution (UAT and Go live), continual improvement by entertaining customer feedbackBeing Proactive:• Committed to ongoing training and certification, with a passion for delivering great customer service and developing excellent customer relationships

Pakistan

Customer Communication:- Communication Management using Salesforce, Kayako, remote meetings and calls ensuring smoothcommunication- Immediate technical expertise and assistance on all design, architecture and product level queries- Proactive approach towards issue resolution and customer assistance by arranging weekly connects with customers- Assigned as lead on crucial clients across the globeCross functional Correspondence:- Coordination with internal teams to ensure client’s business success- Collaboration with product development and engineering on enhancing product stability and architecture- Collaboration with Cloud Security Team to ensure safety of customer’s PI data on AWS and Microsoft Azure cloud infrastructureBusiness Acumen:- Identification of new business opportunities through account management activities, proactive dealings and having a complete understanding of client’s business needs- Technical meetings and briefings, retro reports, Client/Project specific analysis for sales/business teams to help with their endTraining and Documentation:- Maintaining advanced and customized training documentation to the client- Delivering advanced and customized trainings to clients - Training of the new hires

Islamabad

Worked closely under the supervision of lead ElectricalEngineer of Pak Gulf Construction for lightning plan andinstallations using DIALux.

Worked on Tensorflow networks for text to audioconversions

Seecs-Nust

Seecs-Nust

Seecs, Nust