- As a CSM, managing the Workforce Management SaaS Support for US and Canada based 20+ clients, ensuring smooth transition and implementation of the workforce management software for them. - Leading projects of moderate scope such as integrations, customer expansions, new functionality adoption, etc. with technical support team when necessary and meet the SLAs.- Drive customer adoption of the workforce management solution by providing training and resources.- Relationship building with key stakeholders and understanding their unique needs and business goals.- Collaborate with customers to develop success plans that align with their specific objectives, ensuring they achieve their desired outcomes and realize the full value of the workforce SaaS solution.- Managing escalations, resolving high-priority and complex issues by using available resources. - Using system knowledge to recommend functionality usage and improve customer business processes and identify opportunities to increase revenue.- Serving as a customer advocate within the organization, gathering feedback, communicating customer needs, and influencing product development and enhancements.- Client education on system functionality and new product offering via training and demonstrations.- Generating and delivering content for QBR’s and knowledge base articles.

- Supported team as an SME, including training, case monitoring and knowledge base article creation.- Addressed complex queries for 50+ clients and acted as a point of escalation for prompt and satisfactory resolutions.- Demonstrated a strong understanding of SAAS technology and actively collaborated with teams to enhance applications and projects to meet clients' business requirements.- Emphasized teamwork and actively built client relationships.

- Assisted staffing industry clients using the VMS application knowledge to solve their business problems.- Monitored tickets, escalated training needs on service delivery and responses, - Met general reporting needs, acted as internal SME for customer/partner questions/ issues, - Collaborated with senior peers on projects, updating the progress and created support documents.

- Assisted customers with software support, virus and malwares removal and improved PC performance.- Audited calls for team members, shared feedback and helped in resolving critical issues.- Managed client escalations and retentions, resulting in saving refunds and chargebacks.

- Remote technical support, troubleshooting computers and resolving software issues.- Recognized for best resolution rate (FCR) and customer satisfaction scores (CSAT).

- Provided technical support related to the internet, Windows OS, printers, virus removal, etc. - Received customer appreciation for best CSAT scores and exceptional customer service.

- Provided desktop support over the phone to Hewlett Packard customers.- Identifying and resolving hardware or software issues and creating necessary hardware dispatch.- Helped customers with the set up and installation of the computer and the peripherals as required.