Jan 2022 – Mar 2025 · 3 yrs 2 mos

Apr 2020 – Jan 2022 · 1 yr 9 mos

• Provide agency quality, full-funnel consulting to our B2C/B2B customers.
• Responsibilities include:
• Program Strategy and Governance
• Site Experience Analytics
• Customer Experience consulting and recommendations
• Monthly & Executive business reviews

May 2017 – Jul 2020 · 3 yrs 2 mos

• Support e-commerce domain products, analyze configurations, application and
• system log files to determine the cause of the issue.
• Improve efficiencies by documenting and standardizing escalation processes for each customer.
• Assist Solutions to teams within the Company when needed or as the situation demands.
• Exhibit continuous improvement on technical knowledge and problem resolution skills and strive for excellence.

Jan 2014 – Apr 2017 · 3 yrs 3 mos

• Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
• Review project background information, design specification and implementation documents related to installation and deployment of Aptean products for its customers.
• Perform advanced problem analysis and isolate problems of a complex level of difficulty.
• Reproduce customer issues in house.
• Excellent time management and organizational skills, requiring minimal supervision.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Publish articles in our in-house knowledgebase. Also document problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system.
• Achieve and maintain targeted KPA’s such as number of incidents resolved, average days to resolve, KB’s published etc. along with other established goals.
• Commit to continuous knowledge transfer with Technical Support Analysts to increase their technical expertise and to improve incident repair time

Jun 2013 – Dec 2013 · 6 mos

• Pursued internship in Source Right as a Catalog developer for development of a retail site named “Hapcus.com” from May 2013 to Dec 2013.
• Client: Source Right
• Role: Catalog Management
• Duration: 7 months
• Team Size: 4
• Environment: Amazon Cloud (AWS), Wordpress
• Role:
• Maintain and Develop new products on the site Hapcus.com using WordPress.
• Defining the business vision for the project
• Communicating and promoting the business vision to all interested parties
• Monitoring progress of the project in line with the business vision
• Contributing to key requirements, design and review sessions