Addressed customer queries received via emails, calls, and chats, providing prompt and satisfactory resolutions, including queries related to subscription management, user management, PO, and billing.Managed billing and credit requests raised by customers, ensuring accurate and timely processing via collaboration with internal teams to obtain the necessary information and resources for issue resolution.Reviewed tickets on a weekly basis to maintain ticket quality and adherence to service level agreements, with additional responsibility for addressing technical queries via chat and delivering efficient and effective support within the team.Worked on various projects in collaboration with internal teams to enhance existing processes and improve customer satisfaction, such as designing the customer portal, incorporating content inputs, and conducting User Acceptance Testing (UAT) for optimal functionality.Led the initiative to create knowledge base articles for customers and internal stakeholders, driving the development and sharing of valuable resources.Training new hires, supporting them during the training period, and making them aware of internal processes for solving client queriesAssisting the customers with the basic troubleshooting of system registration, subscribing the machines, user management, and guiding them on developer subscriptions

As a Shift Anchor for PnS and COM Business Process Outsourcing services, I was responsible for handling user phone, chat, and email interactions and resolving their concerns quickly and efficiently. I was in charge of raising tickets with the appropriate teams and ensuring quick follow-up.Principal Responsibilities:As a front-end executive, I filtered SAP inquiries and directed them to the relevant teams, such as SD, MM, FI, APO, MDM, and so on.Conducted shift handovers to ensure a seamless transfer and communication between shifts.Carried out a weekly or monthly study of raised tickets and FCC (First Call Resolution), finding patterns and opportunities for improvement.SAP development systems were configured, and User Acceptance Testing (UAT) was accomplished in the test environment, guaranteeing the effectiveness of the deployment of modifications in the production system and working on completed Service Requests (SRF) to offer suitable responses to client users.Monitoring project performance against defined metrics and key performance indicators (KPIs) Implementing quality assurance methods, performing project reviews, and leading lessons learned sessions to enhance future project resultsEngaging with stakeholders, such as IT teams, business divisions, and top management, to ensure that project objectives are aligned with organizational goals Providing frequent project progress updates, managing stakeholder expectations, and fostering efficient communication and cooperationProject health checks were performed, project billing processes were handled, project expenditures were recorded, and correct and timely invoicing was assured.Collaboration with cross-functional teams to improve project financials, including billing procedures that are in accordance with contractual agreements and financial regulations.Project baseline evaluation, performance analysis, and identification of gaps or deviations from original plans

To provide technical support to Bank of America employees by addressing IT-related difficulties quickly and efficiently, which includes troubleshooting computer hardware and software difficulties, network connectivity issues, and other technical hurdles to ensure that everyday activities are not disrupted.Handled Office 2007/2010 difficulties successfully, including program crashes, document formatting, and email setup.The maintenance of Active Directory user accounts, permissions, and group rules was managed to provide efficient user administration and network access.Providing support for VPN-related issues, allowing secure remote access for associates working from home or off-site locations, and collaborating with cross-functional teams to conduct system updates, install software, and repair hardware.

Professional with extensive experience in providing exceptional customer service for a UK-based Telecom company, where my role was to address post-sales customer issues, ensure bill clarifications, troubleshoot technical issues with handsets, and introduce new features to benefit users. To give exceptional service to consumers by swiftly resolving their issues, ensuring their satisfaction, and giving suitable solutions.To manage bill explanations, ensure clients have a clear grasp of their billing statements, simplify complicated billing data, resolve disputes, and ensure accurate and transparent billing operations.Resolve any technical issues consumers may have with their phones, including diagnosing faults, offering step-by-step instructions, and aiding customers in addressing technical hurdles to improve their overall experience.