Mar 2020 – Feb 2021 · 11 mos

• Developed and delivered training programs for new hires, accelerating onboarding and boosting operational readiness.
• Managed an international consultative technical support team, guiding customers through all phases of their API integration lifecycle.
• Monitored and reviewed KPI performance, implementing targeted improvement plans to meet and exceed operational goals.
• Mentored and trained Support Analysts and Platform Operations team members, enhancing technical capabilities and service quality.
• Created, maintained, and presented reports and performance dashboards for stakeholders using Salesforce, Power BI, and internal tools.
• Collaborated cross-functionally to resolve technical issues, elevate customer experience, and streamline support processes.
• Skills & Tools: Microsoft Power BI, Salesforce Reporting, Jira, Bruno, Kibana, REST APIs, Customer Service Management, Customer Support, Communication, Recruiting, HRIS, Problem Solving
• Impact: Increased team efficiency, improved KPI outcomes, strengthened API integration support, and elevated customer satisfaction across global accounts.

Mar 2019 – Feb 2020 · 11 mos

• Collaborated across multiple application development and support teams to deliver high-quality, timely technical support services.
• Led internal projects with engineering teams to monitor and maintain the overall health of the platform ecosystem.
• Reviewed and verified case details, ensuring accuracy and making corrections where required to maintain data integrity.
• Provided technical support to both new prospects and existing customers, ensuring smooth onboarding and issue resolution.
• Delivered monthly insights and analysis on bug trends, resolutions, and product improvement opportunities to leadership for strategic decision-making.
• Impact: Improved service quality, strengthened cross-functional collaboration, and enhanced product performance through proactive issue identification and resolution.

Jan 2017 – Feb 2019 · 2 yrs 1 mo

• Managed and resolved support cases, ensuring all resolutions complied with established guidelines and quality standards.
• Assigned and organised cases for Support Analysts, escalating unresolved issues to System Analysts while ensuring optimal use of resources.
• Monitored and addressed client queries via email and chat, delivering timely and accurate solutions.
• Educated users on product functionality, reporting tools, and quality initiatives to improve self-service and reduce repeat issues.
• Impact: Streamlined case resolution workflows, improved customer response times, and enhanced user understanding of product features and tools.

Aug 2015 – Jul 2016 · 11 mos · Dublin, Ireland

• Provided basic to moderately complex technical support to Apple customers on products, systems, peripherals, and software.
• Acted as a skilled problem solver and liaison, facilitating resolution with all relevant stakeholders.
• Collaborated with cross-functional technology and business teams to address and resolve technical issues.
• Worked with internal teams to develop system capabilities, design data elements, implement controls, and create effective operational models.
• Impact: Delivered high-quality customer support, strengthened cross-team collaboration, and contributed to the development of enhanced system capabilities and data integrity.

Dec 2013 – Aug 2015 · 1 yr 8 mos

• Resolved customer issues via telephone and email, ensuring timely and accurate solutions.
• Managed and resolved customer escalations by gathering and evaluating all relevant information to address product and service inquiries.
• Developed documentation and implemented process improvements to enhance support efficiency.
• Consistently exceeded Key Performance Indicators (KPIs), delivering exceptional customer experiences and building strong client relationships.
• Impact: Improved resolution times, enhanced support processes, and strengthened customer satisfaction through effective communication and problem-solving.

Dec 2013 – Aug 2015 · 1 yr 8 mos

• Resolved customer issues via telephone and email, ensuring timely and effective solutions. Handled and resolved customer escalations by gathering and evaluating all relevant information for product and service inquiries. Implemented documentation and process improvements to streamline support operations. Consistently exceeded Key Performance Indicators (KPIs), delivering exceptional customer experiences.

Dec 2010 – Aug 2012 · 1 yr 8 mos · Gurgaon, India

• Prepared comprehensive project documentation, including Business Cases, Cost-Benefit Analysis, Project Initiation Documents, Project Plans, Resource Plans, Test Strategies, Requirements Traceability Matrix, Change Control Processes, and Disaster Recovery Plans.
• Communicated project status to cross-divisional stakeholders and presented updates in Project Board meetings, ensuring strict adherence to regulatory deadlines.
• Led project planning activities to align deliverables with expectations, standards, and timelines.
• Gathered and analyzed business requirements to ensure alignment with organizational objectives.
• Ensured all engineering work complied with specifications, statutory requirements, laws, and safety regulations, while maintaining operational efficiency.
• Managed projects end-to-end, from conception and pre-production through to completion, meeting quality and performance standards.
• Oversaw project budgets, implementing cost-control measures to optimize resources.
• Directed testing phases, including Business Functionality & Feasibility, System Integration Testing (SIT), Compatibility Testing, and User Acceptance Testing (UAT).
• Impact: Delivered projects on time, within budget, and in compliance with regulatory standards, while enhancing operational efficiency and risk management.

Dec 2010 – Aug 2012 · 1 yr 8 mos

• Monitored projects from conception and pre-production through to completion, ensuring timely delivery and quality outcomes. Managed project budgets effectively, controlling costs while maintaining scope and quality. Planned and executed Business Functionality & Feasibility testing, System Integration (SIT), Compatibility, and User Acceptance Testing (UAT).