Pallika Sharma Email & Phone Number

• Managing client technical service requests; ensuring timely resolution of customer issues, escalating when necessary.
• Using Acumatica CRM application, properly reproducing and documenting client inquiries and reporting problems to provide feedback to Acumatica’s R&D and Professional Services & Consulting departments.
• Providing second level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.

Calgary, Alberta, Canada

• Managing an average of 40 to 60 service requests per month supporting various modules within S.Xe including AP, AR, address book, expense management and console.
• Leading ERP projects such as platform installations, upgrades and migrations, data extracts for financial or audit purposes.
• Performing Active Directory Services administration and management to include design, cleanup and routine maintenance and configuration

Toronto, Ontario, Canada

• Assisting in the development and launch of new products or enhancements by sharing client feedback and participating in deployment efforts.
• Supporting front-line support teams by answering consultation calls and taking over complex cases and escalations.

Toronto, ON, Canada

• Delivering a positive customer experience by consistently applying service standards during all customer interactions, escalating tickets via ServiceNow to second level support, product managers, GBP representatives.
• Understanding how the bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions to improve the KPIs for the department.
• Ensuring adherence to the precepts of first call resolution thereby enabling the customer to meet their internal and Bank imposed deadlines.

Toronto, Canada Area

• Set up Outlook Mail including caching of mails and PST files, synching folders in One Drive to achieve security protocols.
• Updated permissions for hard drives for users as a part of Local Administrator group.

Canada

• Answered calls and assisted clients with tracking, cancellation, and delivery requests.
• Escalated cases to appropriate departments to prevent re-occurring issues and recommended improvements.

Canada

• Managed and maintained company’s documents using digital filing system to ensure preparedness for audit purposes.
• Updated databases with confidential information with proper security protocols.

Canada

• Developed strategic and operational sales plans which resulted in 40% increase in overall sales and gross margin.
• Gave an Overview of all the products verbally and via emails to clients based on their requirements.