Sep 2021 – Mar 2025 · 3 yrs 6 mos · Hyderabad, Telangana, India · Remote

• Supported EMR / HIS applications for healthcare users, ensuring smooth day-to-day clinical and operational workflows
• Assisted in implementation, onboarding, and go-live support for hospital systems
• Performed functional testing, UAT, and validation to ensure application accuracy and stability
• Acted as a bridge between customers, Product, Engineering, and Support teams
• Investigated, documented, and resolved application issues with clear RCA communication
• Improved user confidence and satisfaction through timely resolution and proactive follow-ups

Nov 2019 – Apr 2020 · 5 mos · Greater Hyderabad Area · On-site

• Provided application support, troubleshooting, installation and backend ticket resolution for major software tools.
• Handled technical calls, remote support, and configuration issues.
• Supported CRM/ERP/Finance tools depending on project requirement.

May 2017 – Jan 2019 · 1 yr 8 mos · Greater Hyderabad Area · On-site

• Managed enterprise customer onboarding, adoption, and ongoing success for HRMS & Payroll clients
• Supported end-to-end implementation, aligning the platform with customer business workflows
• Proactively identified risks impacting adoption, retention, and renewals
• Collaborated with Product, Engineering, and Support to resolve customer-impacting issues
• Used basic SQL queries (SELECT, JOIN, WHERE) to validate employee data and troubleshoot payroll discrepancies
• Strengthened customer relationships by acting as a trusted point of contact

Mar 2016 – May 2017 · 1 yr 2 mos · Hyderabad Area, India · On-site

• ⦁ Built strong relationships with consultants, and hiring managers to streamline placements.
• ⦁ Reviewed resumes and conducted in-depth interviews to evaluate candidates for technical roles.
• ⦁ Created job postings and wrote clear, targeted job descriptions for IT positions.
• ⦁ Sourced candidates through job boards, social media, and recruitment campaigns.
• ⦁ Used Applicant Tracking Systems (ATS) to manage candidate pipelines and hiring workflows.
• ⦁ Negotiated salaries and benefits to align candidate expectations with company budgets.
• ⦁ Maintained a detailed database of candidates and employee records.
• ⦁ Collaborated with HR and department heads to understand hiring needs and goals.

Jun 2014 – Dec 2015 · 1 yr 6 mos · Greater Hyderabad Area · On-site

• ⦁ Proctored online exams for U.S. students, ensuring compliance with test protocols and academic integrity.
• ⦁ Verified student identity, conducted room and desk scans, and monitored exam sessions virtually.
• ⦁ Resolved technical issues via phone, email, or chat to support students during exams.
• ⦁ Documented incidents, interventions, and rule violations accurately.
• ⦁ Reported suspicious activity or misconduct to supervisors immediately.
• ⦁ Reviewed exam rules and proctoring policies with students before the session.
• ⦁ Maintained detailed records of each exam session and collaborated with support teams.
• ⦁ Ensured smooth distribution of digital testing materials and monitored for cheating.

Mar 2012 – Apr 2014 · 2 yrs 1 mo · Greater Hyderabad Area · On-site

• Provided technical and functional support for digital payment solutions
• Conducted iOS & Android mobile app testing to ensure feature stability and usability
• Created user-focused content and documentation to improve self-service adoption
• Worked closely with development teams to report, track, and resolve defects.

Jan 2011 – Mar 2012 · 1 yr 2 mos · Hyderabad Area, India · On-site

• ⦁ Sold web pages to U.S.-based merchants through outbound calls.
• ⦁ Made 150+ cold calls daily with a goal of achieving 2 sales per day.
• ⦁ Generated leads through cold calling, online research, and client referrals.
• ⦁ Provided personalized product demos and educated clients on features and benefits.
• ⦁ Negotiated contracts and closed sales deals independently.
• ⦁ Built and maintained strong client relationships through regular follow-ups.
• ⦁ Delivered fast and knowledgeable service, resolving inquiries and upselling services.
• ⦁ Reported performance metrics and sales outcomes to the regional manager.0
• ⦁ Assisted customers in navigating web platform functionalities.

Jan 2009 – Jan 2010 · 1 yr · Greater Hyderabad Area · On-site

• ⦁ Led a team of 40 sales representatives, ensuring daily performance targets were met.
• ⦁ Monitored and reviewed daily sales reports for accuracy and progress tracking.
• ⦁ Handled customer escalation calls with professionalism and issue resolution.
• ⦁ Prepared and submitted daily performance reports to clients and management.

Jan 2007 – Jan 2009 · 2 yrs · Greater Hyderabad Area · On-site

• Promoted from CSR to Team Leader within 15 months based on performance
• Led a team focused on customer retention and churn management
• Coached agents on objection handling, negotiation, and customer communication
• Ensured SLA adherence, productivity, and customer satisfaction targets.