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 for effective resolution to problems.• 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.