- Owned a portfolio consisting of 4 partners in AMER region and was the single POC to provide internal support & transition for all implementation projects handled by the partners.- Facilitated & conducted project audits/reviews during the build & educate phase of the projects & addressed any implementation risks/issues to ensure the client sentiment is intact.- Well versed with Financial Force (SFDC) & activities needed to onboard partners, controlling project scope, perform timecard/invoice validation to avoid project overage.- Responsible for coordination with the internal training & product teams to perform skill assessments for the partner resources & address any areas of opportunities to ensure the resources are up to date with the latest builds/releases.

- Responsible for managing a team of L1/L2 Product Support Engineers for Sprinklr's Advertising suite.- Was also responsible for managing product support for the Reporting & Marketing verticals for a few months during 2021.- Set clear objectives & priorities with the team to take ownership for resolving customers' issues based on standard/platinum categories.- Conducted daily evaluation of metrics & communication/monitoring with team leads to discuss team performance, process improvement, problem resolution and workflow improvements.- Happy to share that many of my support engineers got elevated to Platinum Support Managers, Team Leads & a few moved into Success/Managed services roles during my tenure before I moved into Partner Services.- Was the pillar owner for driving/managing the metric TTR (Total Time to Resolve) for the entire support org & was successful in reducing the TTR by ~48 hrs (average) across the board.

- People Management - Responsible for end to end operations which includes recruiting, training, staffing planners, performance evaluation/improvement, Outlier Management and Promotions- Process Management - Have managed the internal IT service desk for one for the world's top pharmaceutical company. Have also been successful in managing customer service and backend operations.- Performance Management - Educate teams/team leads on best practices, policies/procedures and steer them to exceed performance. - Client Management - Maintain client relationship to ensure operational excellence and evaluate current operational strategies and recommend process improvement in agreement with the clients.- Overall Co-ordination - Coordinate with management team on different operational issues and promotional activities.

- Have managed a team of highly motivated Technical SupportAssociates, align all ideas to improve performance & have dedicatedplans for their professional development.- Conducted daily coaching and feedback sessions with the team andshare best practices. Attend client meetings and co-ordinate processimprovements.- Liaison with various support departments like IT, HR, Facilities,Transport, Command Center and Training and ensure Operationsdeliverables are met.

- Dedicated photo editor for AOL Black Voices, www.blackvoices.com- Dedicated photo editor for AOL India, www.aol.in- Domain Expertise - Selection of photos, photo research, acquisition of rights, negotiating with photo agencies, and photo archiving.- Photoshop - Sophisticated understanding of digital imaging, including file sizes, resolution, color separation, Desktop color correction and retouching skills. - Design – Create promotional designs and layouts with photo compositions for special online exclusive like Black History Month, Black Music Month, Valentine's day, etc.- SEO – Trained on Search Engine Optimization and implement them on photo content such as photo gallery naming convention, files names, photo captions, keywords, etc.- Publish – Publish photo galleries and ensure the photo sequence, credits, captions, expiry dates are all set correctly and then generate the url for the programmers to push them live.- Omniture trained – Frequently check Omniture and pickup important data points such as Page Views and Unique Visitors at a gallery level and understand the trends and take appropriate actions on photo gallery themes.- Sourcing - Coordinating the acquisition of images from such as wire services, stock agencies, freelance photographers, royalty free corporations, partner and various other sources.- Legal – Have a clear understanding on copyrights and legal issues pertaining to image usage.

- Provide just in time support on calls, handle escalations, interact with necessary departments, to ensure issues are resolved and closed in given time frame.- Monitoring of key indicators across all service deliverables and provide meaningful analysis and reports. - Perform skill transfer execution, drive Member Connect Process to ensure that the team hits all the Quality metrics. Conduct “Up training” based on the needs of the consultants.- Collating, analyzing and submission of various data like Staffed Hours, Attendance, Performance, Quality, Incentives calculation & Invoicing.- Liaison with various support departments like Internal Computing, Finance, Human Resource, Facility, Transport, Command Center and Training affecting operations.- Co-ordinate with the Leadership/Management to drive performance.

- Provide technical support to customers by answering telephone calls, managing problem tickets and replying to emails, with a focus on high quality, accuracy and customer satisfaction.- Take ownership of technical issues, and working with our senior consultants to resolve more advanced issues when necessary.- Up sell AOL products and services.