Create, design and troubleshoot Data Models built through Anaplan within the scope and guidelines of FP&A, S&OP and Human Resources Management.Partner closely with clients to understand their business objectives and Anaplan use cases. Collaborate in defining requirements, ensuring alignment between client needs and Anaplan capabilities.Implement security methods for clients and setup SAML/SSO like Okta, Azure AD, and other IdP's or OAuth.Analyze logs from internal and external systems like Grafana, Splunk, HTTP Archives, and other observatory clouds to identify and debug issues occurring on platform.Facilitate integrations with 3rd party PaaS and SaaS like Informatica, PowerBi, Mulesoft, to achieve business use cases.Explore and leverage ETL tools, REST APIs to maximize Anaplan productivity.Function as an L2 support resource, reviewing escalated tickets from Level 1 support, providing expert analysis, and offering innovative solutions to complex issues.Lead initiatives to optimize integration processes and API functionality, ensuring seamless data flow between Anaplan and external systems like AWS, Azure Blob, Google Big Query.Conduct training sessions for Level 1 support, empowering them to maximize the capabilities of the Anaplan platform.Review work conducted by Level 1 support, providing constructive feedback, mentoring junior team members, and ensuring consistent delivery of high-quality support services.

Resolved customer service issues across channels using company processes and policies and provided updates to customers for a leading media & telecom giant in the U.S.A.Utilized technical knowledge and diagnostic tools to troubleshoot and resolve complex issues related to network connectivity, software applications, hardware devices, and security protocols.Met business guidelines for service levels, handle time, productivity and comply with B2B & B2C SLA.Collaborated with cross-functional teams, such as network operations, engineering, and product management, to identify and escalate systemic issues and provide feedback on customer needs and pain points.Participated in continuous learning and development activities, such as product trainings, skills assessments, and coaching sessions, to enhance technical skills, domain knowledge, and customer service skills.Educated customers on product features, services, and self-help tools, such as user guides, FAQs, and online forums, to improve their overall experience and reduce call volume.

Provided reservation support for clients on their travel and ticketing queries using Amadeus and other proprietary tools for a leading airline in the Asia-Pacific region.Engaged customers by greeting them, answering questions on products or services and asking questions to identify needs.Operated in dynamic, high-volume setting to provide skilled assistance to customers each day over phone/chat/emails.Handled delays, schedule changes, AOG, reissues & refunds. Assisted with layovers and hotel bookings in case of unforeseen circumstances.Created smartflows on Amadeus through A4D (Amadeus4Developers) platform using SQL and native Amadeus Scripting Language, automating regular complex tasks resulting in overall reduced AHT and human errors driven towards process improvement.Handled supervisor calls and back-end escalations for front line agents to address customer inquiries and concerns exercising delegated access to resources.Communicated with clients on a daily basis to provide feedback and seek solutions for customers in order to deliver First Call Resolution, reduce TAT and achieve SLA.