● Spearheaded troubleshooting and diagnosis for Business-to-Business (B2B) clients across the US, Canada, andMexico, reducing average case resolution time by 25%.● Trained and mentored team members, resulting in a 15% increase in first-time issue resolution accuracy.● Identified major system issues and escalated them to key stakeholders, improving client satisfaction by 20%.● Implemented solutions with minimal user disruption, enhancing operational efficiency and reducing downtime.● Conducted root cause analysis on system bugs, reducing recurring data inconsistencies by 30%.● Leveraged analytics tools like Redash to evaluate data impact, providing actionable insights that improved systemperformance.● Collaborated with engineering teams to update and resolve user/vehicle data errors, leading to a 40% reduction inclient-reported issues.

● Managed the Xpressfeed FTP server, achieving 100% adherence to client SLAs and ensuring timely file delivery.● Reduced escalated client issues by 15% through the effective use of Salesforce for case tracking andcommunication.● Improved client satisfaction by maintaining clear, prompt communication regarding file posting issues, increasingpositive client feedback by 12%.● Developed in-depth expertise with SQL to build custom file production solutions, improving operationalefficiency by 20%.● Collaborated with product teams to resolve data discrepancies, streamlining processes for faster response times.● Led automation initiatives, reducing manual error handling by 35% and significantly improving file accuracy.

● Secured 10+ new clients through targeted outbound calls and email campaigns, contributing to a 25% increase inteam revenue.● Maintained a 95% client retention rate by prioritizing customer satisfaction and fostering strong, long-termpartnerships.● Conducted thorough market research and provided insights that resulted in a 15% increase in qualified leads.● Acted as a liaison between clients and internal teams to ensure clear communication and alignment on projectgoals, achieving a 100% success rate in meeting client objectives.

● Resolved 85% of ITSC (IT Service Centre) dashboard complaints within the SLA timeframe, improving overallemployee satisfaction.● Managed database engine installations, including MS SQL and Oracle, ensuring 100% system uptime during theinternship period.● Conducted a comprehensive analysis of DNS Servers, IP Protocols, and Data Centers, delivering keyrecommendations that led to a 10% improvement in service efficiency.