Lead and manage a Support staff team that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA’s that result in a high level of client satisfaction. Responsibilities:• Hire, train and develop a strong support staff to ensure a high level of client satisfaction • Develop and maintain a new-hire and on-going training program to ensure staff is knowledgeable about all aspects of the service and applications. • Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support. • Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays).• Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues. • Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations. • Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes. • Be aware of and comply with all corporate policies Typical Tasks: • Monitor group caseload, escalate or re-prioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.• Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing. • Perform phone monitoring for each member of the Technical Support Analyst team on a monthly basis; evaluate the way the calls were handled, and communicate those evaluations in writing. • Edit/review documentation (including training, process, and customer documentation).• Personnel administration including conducting monthly performance reviews, coaching, training, etc• Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.

Lead and manage a Support staff team that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA’s that result in a high level of client satisfaction. Responsibilities:• Hire, train and develop a strong support staff to ensure a high level of client satisfaction • Develop and maintain a new-hire and on-going training program to ensure staff is knowledgeable about all aspects of the service and applications. • Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support. • Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays).• Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues. • Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations. • Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes. • Be aware of and comply with all corporate policies Typical Tasks: • Monitor group caseload, escalate or re-prioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.• Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing. • Perform phone monitoring for each member of the Technical Support Analyst team on a monthly basis; evaluate the way the calls were handled, and communicate those evaluations in writing. • Edit/review documentation (including training, process, and customer documentation).• Personnel administration including conducting monthly performance reviews, coaching, training, etc• Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.

Job OverviewAs a Client Support Analyst, I provide resolution to customer issues that are escalated from the call center or logged over the web. The support is often consultative and addresses intermediate to advanced service related issues.Responsibilities:• Receive client inquiries via Web Portal regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.• When appropriate provide consultative guidance to customers towards the resolution to their service issue.• Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve• Effectively manage expectations that are set with customers.• Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions• Escalate unresolved client issues as necessary to ensure timely resolution• Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status• Interface with other Concur departments as necessary to resolve customer issues• Maintain working knowledge of Concur products including new releases and new products• Be aware of, and comply with all corporate policies

Drive and sustain efforts towards the awareness of Diversity and Inclusion to about 80,000 employees, globally. My role includes launching and driving the global reverse mentoring program, and to build awareness on the different pillars of D&I.Participated at strategy level meetings to discuss future programs, and to brainstorm on new ideas at the SAP Global Diversity and Inclusion off-site held at Deidesheim, Germany.

I established a gaming lounge which consisted of next gen consoles. My primary customer group were school going adolescents, and families. The lounge was opened in a upper class area of Lucknow, where it attracted a good and steady clientele.I maintained good relationships with each of my clients, which in turn led to reduced advertisement costs, and greater area influence due to word of mouth ratings.The official Facebook page is https://www.facebook.com/WASDgaminglounge?ref=ts&fref=ts , and the average customer rating for the place was 4.8 out of 5. The lounge was sold off just before I transitioned to my new role in Concur Technologies. The sale helped me regain more than what I had earlier invested.

Product Specialist – Sabresonic Web / Sabresonic Loyalty/ Airvision Network• Liaison between the customer and solutions/development team.• Created new maintenance process to efficiently and proactively address software defects. Achieved multiple team alignment as a result of the new process.• Being the voice of the customer to proactively drive the internal prioritization of application defects as per the criticality of the business impact.• Technical analysis and troubleshooting of problems pertaining to UI and backend.• Work closely with Business Analysts and help them in iteration planning. Knowledge of Agile process, UML diagrams, JIRA, Version One, and how Iterations work in general. • Work closely with Delivery teams and help them in achieving their SLA’s. Knowledge of delivery model and how product road map plans are created.• Regular participation in Smoke and Regression testing.• Provide training to new hires on application and business processes.• Weekly buddy meetings with new hires as part of their OJT• Mentor frontline analysts to promote first contact resolutions.• Document internal business processes for future new hires.• Promote team spirit by proactively organizing fun team building activities.

Assistant to Joint Director and IT Team lead for Aero India- 2011• Proactively test the company web site and report bugs to development team.• Co-ordinate between the Joint Director and Companies registering for Aero India 2011.• Liaison between registering companies and fabricators for ground space and chalet design.