Suma R P Email & Phone Number

Bengaluru, Ka, In

India

➔ Managed multiple customer initiatives while leading platform configuration and technical support efforts for enterprise services.➔ Worked closely with customers to prioritize and document challenges, articulate product solutions, and communicate expectations.➔ Improved processes and workflows, contributing to configuration, product, and managed service improvements for the ZeroFox platform.➔ Developed concise and informative product documentation for the user knowledge base.➔ Identified, and differentiated common and critical issues, and found solutions to provide the best customermexperience.➔ Communicated system requests, issues, and enhancements to cross-functional teams, ensuring follow-through with customers.➔ Optimised configuration and support processes, ensuring high-quality support.➔ Enabled efficiency and customer insight through systems, automation, and best practices.➔ Collaborated with management, Sales, Product, and Professional Services teams to drive platform success.

Bangalore Urban, Karnataka, India

➔ Worked closely with Ascena customers and other stakeholders to ensure timely resolution of reported incidents.➔ Took end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.➔ Provided troubleshooting support to Ascena customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)➔ Worked closely with the engineering team by submitting well-documented bugs which arise from customer-submitted cases.➔ Worked with the Product team to ensure feature requests were addressed and handled in a timely fashion.➔ Passionately delivered the best experience to customers, partners and internal teams.

Bangalore Urban, Karnataka, India

➔ Delivered high-quality customer service on all channels (phone and email), supporting GDS products including Sabre, Amadeus, Travel Fusion, Galileo, and World Span.➔ Contributed to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills➔ Listen to customer concerns and issues, use appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommend/implement appropriate solutions to resolve the problem.➔ Interact with various internal teams such as escalations, and engineering and facilitate communication between customers and other teams.➔ Passionately delivered the best experience to customers, partners and internal teams

➔ Was the first point of contact for AGL clients and partners, troubleshooting issues or escalating them internally➔ Researched, debugged and solved client issues➔ Worked closely with Support, Product and Engineering teams to improve and grow the product offering➔ Served as an advocate for customers with the product organization➔ Became an expert in mobile marketing and AGL’s product offering➔ Played a significant role in the growth and development of our customer support competency

➔ Interacted with customers primarily over emails to ensure all issues were resolved to the customer'ssatisfaction.➔ Understood the customer's problem accurately, thoroughly understood the Product, followed the established procedures to resolve the problems, and communicated with the customers.➔ As a Customer Service Executive of a Global support team, I was dealing with our customers from all over the world and giving them the best customer experiences.

Bachelor Of Engineering - Be, Electrical, Electronics And Communications Engineering

Datascience

Gcdai, Data Science