•Customer Onboarding: Designing and implementing comprehensive onboarding programs to ensure smooth transitions for new clients, leading to a 40% increase in customer satisfaction and retention rates. •Customer Success Management: Building and maintaining strong relationships with clients to understand their needs and ensure they achieve their desired outcomes with our products/services. •Issue Resolution: Acting as the primary point of contact for escalated customer issues, effectively resolving complex problems to ensure a positive customer experience. •Training and Support: Conducting training sessions and creating support materials to empower clients to utilize our solutions effectively. •Cross-Functional Collaboration: Working closely with product, sales, marketing & vendor teams to provide valuable customer insights and drive continuous improvement in our services & processes. •Managing incoming sales operations: Addressing sales inquiries through chat and phone calls. Performing presale product demonstrations on Zoom and following up with leads via phone and email.

•Communication Trainer: Primarily focused on enhancing spoken English communication skills & specialized business communication training for professionals.•Customer Support Trainer: Primarily focused on improving customer support interactions and email writing proficiency to facilitate clearer communication. •Application Support Consultant: Server Maintenance for ICC’s application server

•Team Leadership: Leading and managing the support team, including hiring, training, and developing staff to ensure high performance.•Performance Management: Monitor and analyze key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores. •Process Improvement: Developing & implementing support processes and workflows to enhance efficiency and effectiveness.•Customer Satisfaction: Ensuring that customer inquiries and issues are resolved promptly and to the customer's satisfaction.•Escalation Handling: Managed escalated support cases.•Customer Feedback: Gathered and analyzed customer feedback to identify areas for improvement in support services.•Technology Management: Oversee the use of support tools and systems, such as ticketing systems, CRM software, and knowledge bases.•Reporting: Prepare and present reports on support metrics, team performance, and customer feedback to senior management.

•Issue Diagnosis and Resolution: Troubleshoot and resolve technical problems reported by customers or internal users. This involves diagnosing issues, determining the root cause, and providing solutions or workarounds.•Customer Support: Provide high-quality support through various channels, such as phone, email, and live chat.•Technical Assistance: Assist customers with software setup, firewall configuration, and network outages via performing remote troubleshooting, or guiding users.•Documentation: Created and maintained documentation related to technical issues in tickets. This includes updating knowledge bases and creating FAQs or best practices.•Escalation Management: Escalated complex or unresolved issues to the support manager.•Product Knowledge: Staying updated on the latest product features covering Microsoft Server and Client certifications.•Training and Guidance: Assist in training Level-1 support staff or other team members on technical aspects of the products and support processes. •Collaboration: Work closely with vendors and partners in the USA for problem resolutions•Customer Education: Educate customers on best practices, product features, and troubleshooting steps to empower them to resolve minor issues independently.