• Handled and Resolved Level 3 escalations at the customers end• Worked closely with the Product Development team of Lexmark based on inputs from customers to develop more customer friendly products and services• Led the ‘Content Development’ team, designed documents for process improvements which maintained a technical ability score to 4.7/5.0 and Customer Satisfaction score of 4.5/5.0• Functioned as primary point of contact with respect to training schedules, requirements and feasibility while acquiring new clients • Redesigned and restructured the Training Process with a goal of improving new hire performance (Graduated to production from transition stage in 4 weeks) • Conducted New Hire Training, Refresher Training, Cross Skills Training • Monitored and gave feedback on New Hire performance metrics during the transition stage• Involved in training and configuration of Siebel Modules and implementation site wide