Mrinal Mondal Email & Phone Number

Kolkata, West Bengal, India

- Work as a key advocate for OpsHub Customers with a focus on Transformation, Engagement, and Experience.- Collaborate cross-functionally with Sales, Product, and Operations teams to address customer needs and resolve issues.- Develop and implement effective customer care strategies to ensure exceptional service delivery and customer satisfaction.- Maintain high levels of customer engagement with OpsHub strategic customers with a focus on increasing customer satisfaction and loyalty.- Actively conduct workshops, webinars, meetups, and coach customers to be product experts and train their teams on OpsHub best practices so they become increasingly self-sufficient.- Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.

Ahmedabad, Gujarat, India

Resolved customer issues via E-mail and Service Now.Responded to new and existing clients in a timely fashion.Handle several Onboarding projects at any given time.Lead all aspects of a client’s implementation assigned.Perform client training over the live meetings or on the client’s site.Technical support for people using the network.Understand business requirements.Work with managers and sales representatives to improve training materials.Carry out the necessary research, setting up test environments to reproduce the issue, and file bugs in the product.Created documentation to assist new hires, as well as current experienced employees.Creating knowledge base articles or solutions on the basis of solved issues for future reference.Provided technical support through assisting with both technical and account issues for customers,.Provide high-quality support to clients and respond to client feedback.Analyze customer support metrics and refine processes.Budget and cost control.Provide leadership and mentoring of staff working on programming, web development, and customer support.

Chandigarh

✓ Responsible for managing the support process to ensure the customer receives global standard support.✓ Conduct daily scrum meetings.✓ Design and implement a process document to streamline the support work.✓ Conduct meetings (webinars and person)with various stakeholders to maintain an uninterruptedresource for sustained projects.✓ Speak to the customer (SPOC) about the scope of improvement, escalation handling, and newimplementation. Handle the Onboarding process for new customers.✓ Check daily production issues.

Chandigarh Area, India

Fidelity National Information Services |IndiaWebsite: http://www.fisglobal.com/APAC/India/index.htmTeam size: 80+ Direct Report: Manager Onsite/OffshoreProject: Fidelity Output Solutions (FOS)Client: Various banks, FOS literality do monopoly in this area, we serve over 350 Banks Role Description: Create User, Customize report, Modify user role and hierarchy Create process flow Research on the database to fetch org details (using SOSL) Create an Incident for a new issue Maintain Version release management Conduct and manage Different monitoring task Provide remote support for Automated Document Factory Working on Client Tickets for ADF, ADFADD, SFDC Provide Production Support for ADF and ADFADD modules.

Ghaziabad, Delhi N.C.R.

Industry IT; Type Structured language, Job automation, Manual testing I am working to support Job automation. When a project/software is in ready/running mode, there is some task need to be complete automatically, i.e. connect DB2 with Oracle database, refresh last table and match new date with old data. I am also responsible to do sanity test after each time a new code version has been deployed, to ensure core system is stable. I test, monitor, debug and optimize the work so that it could run smoothly.

PROJECT DESCRIPTION:Repeat Percentage is a key aspect for email quality. A repeat mean a customer is not fully satisfied or the query is not fully resolved or there is a mistake in the way you have replied to the customer. To ensure the quality is the best practice we need to reduce the repeat percentage . My project will reduce the repeat percentage.Responsibilities:Identifying the root cause of repeat.Consulting with management to ensure a goal and target.Handling exceptional situations faced by advisors.Define and modularize the solutions for different situations.Handling general customer queries.Reduce the repeat percentage up to the client specifications.

Kolkata Area, India

We are a small team of HTML coder, Photoshop designer and me as PHP developer. My main job was to make a static page (coded in HTML) Dynamic, real time responsive, make database and link it with front page. Integration of user-facing elements developed by front-end developers Develop and deploy new features to facilitate related procedures and tools if necessary Work on common third-party APIs (Google, Facebook, Ebay etc)

B.E, Information Technology

Diploma Diploma, Computer Science And Technology

Xiithstandard; Intermediate

Xth Standard; Ssc