Client Management | Metrics and KPIs | Problem solving | CRM | SAAS | SQL | Data Analysis • Managed retail customer inquiries via phone, chat, and email, resolving product-related concerns.• Collaborated with clients to address their needs related to campaigns and loyalty promotions.• Provided onboarding training and module demonstrations to clients.• Handled service requests (Campaigns & Loyalty Promotions) and conducted daily application health checks in alignment with SLA’s and KPI’s.• Worked with cross-functional teams to perform Root Cause Analysis (RCA) for troubleshooting client issues and identifying gaps.• Monitored and updated the status of service requests (SRs) using Freshworks, Service Now, and JIRA to ensure effective resource utilization and task prioritization.• Delivered system knowledge transfer and training to new trainees for upcoming service requests.Please feel free to reach out to me at: vigneshm814@gmail.com