Demonstrated ability to independently lead onboarding and quality program globally and equipped new hires to deliver their responsibilities.Established credibility within the team, enabling effective influence over Technical support engineers and End user support and Facilitated knowledge management in the support department.Implemented quality checks to improve customer satisfaction experience.Collaborated globally to implement support strategy.Activities to harmonize and optimize customer and support employees enablement and on-boardingInterfaced with every department in the organization to streamline communications and operational processes

Interacted with customers to prioritize and accelerate product support.Focus on helping our customers obtain value out of their software and support investment.Focusing on India, South East Asia and Middle East customer baseAnalyzed customer CSAT for the team and consistently held a higher CSAT of 4.7 for customer chat requests and suggested design changes to FIORI launchpad to improvise customer support experienceParticipated in Inno-Jam 2019.Involved in customer satisfaction survey analysis and recommended improvements to maintain SLA KPI for India.Key contact for Remote Service Administration for the client service bookings for Go live projects (Implementation Go live, OS/DB Migration and Upgrade go live)

Supported customers through multi-channel ensuring high- quality service.Managed live chat sessions for British Telecom Billing team while addressing provisioning and billing discrepancies within established SLAsShared monthly reports with clients about performance.