• Provided customer service while training new team members monthly.• Created and maintained a comprehensive customer database.• Resolved customer inquiries and ensured prompt issue resolution.

Provided comprehensive support to client teams, leadership, and internal operations teams in navigating internal sales processes.Assisted in the management of opportunity pipelines, ensuring efficient tracking and progression of sales opportunities.Coordinated new business meetings, facilitating communication and alignment among stakeholders.Conducted sales reporting and analysis, delivering insights and performance metrics to leadership.Supported internal sales processes and tools, enhancing usability and effectiveness for client teams.Collaborated with Sales Excellence Leadership and Business Partners, contributing to efforts across multiple service areas.Reported to and took direction from Sales Excellence Sales Operations Leadership, including Senior Managers, Managers, Associate Managers, and Specialists.

Summary:Management of SynOps Hub Command Center, providing KT and Training SOP/documentcreation, SynOps Hub Command Center presentation to global clients, working on Automation command center dashboard, working on Robotic process automation tools.Onboarding of new client and maintain strong relation between client and company.Monitoring the automations from different automation tools (Blue Prism, Automation Anywhere, UiPath)Scheduling the automations as per business operations requirement & adjusting the schedule ofautomations execution.Responding to operations requirement with ad hoc automation execution or managing volume changes.Provide testing support for minor changes before being released to production.Assist service management function in reporting service status and managing client report metrics.Collaborate with stakeholders to review the Automation performance.Perform sanity checks of SSRS dashboards report any discrepancies or issues identified to theconcerned teams and get it resolved with in defined timelines.Provide the required accesses for the clients or users based on their requirement and manages the rolesand their permissions.Reporting: Creating the Daily, Weekly and Monthly reports which helps in analyzing the bot performanceand take necessary actions to improve the automation performance.Driving conference calls with participants including process owners, Service Managers, TechnicalSupport teams, Clients, and Third Parties.Managing critical Incidents and providing workaround within the given SLA.Coaching and developing new team members including formal objective setting and providing ongoingand regular feedback.

Summary:Driven Subject Matter expert with exceptional leadership motivational skills analytical thinker andan innovative problem solver.Trained in all aspects of customer service, escalation calls/emails and team leadership. Managing both theteams, Supporting calls as and when required, Mentored new joiners and supported then when onproduction, supporting calls as and when required, Give Process updates to the teams, Give Feedback to theteam members on any errors, Worked on PEGA Application, Reviewing and responding to client emails,Updating Operational Excellence documents for the teams.Developed monthly, end-of-quarter, and other statistical reports, including analysis for leadership teamand for quality improvement program outcomes studies.Provided regular updates to team leadership on quality metrics, communicating consistency problems orproduction deficiencies with quality and production leadership.Perform root cause analysis.Created and collaborated in implementation and maintenance of customer complaint log, control plans,work, and inspection instructions, local procedures and visual aids and samples.Marked charts and graphs to record results and prepared and delivered presentations, training andbriefings required by contract.Led process improvement and problem-solving efforts to create. standard procedures and escalationpolicy for customer support team.Achieved: Certificate of Achievement Dated: 3.24.2016: In recognition of Successfully achieving the titleof "MASTER" in learning the PEGA System

Summary:Provide functional and/or technical support for resolution of customer problems, incidents, issues,requests, and queries. Liaise with other support teams, or product teams as required to resolverequests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and followup of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.Helped employees with day-to-day work and complex problems by applying motivational and analyticalstrategies.Achieved: Certificate of Excellence: Dated 10.3.2014: The Above and Beyond Award for achieving 95%in communication training and excelling in sentence mastery fluency, pronunciation and customerservice.