Jan 2024 – Apr 2024 · 3 mos

• Resolved high-priority customer escalations by working closely with global teams across Asset Management, Order Management, Renewal Sales, and Contract Administration—building seamless collaboration that improved turnaround times and elevated customer satisfaction.
• Streamlined complex licensing operations including entitlement renewals, transfers, rescissions, splits, and terminations, ensuring compliance with zero errors while reducing operational bottlenecks.
• Oversaw end-to-end RMA processes and product returns, taking ownership of overcharge disputes (both pricing and non-pricing) and driving fair, timely resolutions that protected revenue and strengthened customer trust.
• Introduced process improvements that significantly reduced escalation resolution time, leading to smoother workflows and faster issue closures.
• Served as a trusted link between internal teams and external stakeholders—upholding licensing compliance, mitigating risks, and supporting sustainable renewal revenue growth.

Feb 2023 – Jan 2024 · 11 mos

• In this role, I handle inbound calls and address web 2 cases encompassing both technical and non-technical issues
• Creating tickets according to the issue type and directing them to the relevant team based on the specific requirements. This includes products such as ADC, Virtual Apps and Desktops, ShareFile, Endpoint Management, and others.
• Identifying and addressing various customer inquiries such as login problems, MFA issues, billing queries, renewals, and account and contact limitations.
• Adjusting and operating across various shifts in APAC, EMEA, and AMS regions to meet business needs.
• I had the chance to facilitate refresher training sessions with colleagues, working alongside team leads.
• I supported new hires in comprehending the business process and dedicatedly assisted them in accelerating their learning curve.
• Collaborated closely with the team and management to develop Salesforce dashboards for enhanced visibility into KPIs, facilitating easier understanding and achievement of targets.
• Maintaining a consistent position within the top 10% of the team, I've received four R&R awards in the past three quarters. Notably, my KPI scores include a C-SAT of 98%, FDR of 84%, TTC of 1.2 days, and productivity reaching 125%.

Aug 2022 – Jan 2023 · 5 mos

• This role requires me to plan, strategize and implement changes to overachieve targets
• Contributed for the success and growth of the team by overachieving the monthly and day to day targets
• Played a pivotal role in training and guiding team, imparting effective sales pitch techniques over the calls and providing guidance on efficient use of CRM tools for lead follow-ups
• Managed a team of 10+ Sales Consultants
• My responsibilities also requires me to assist onboarding and training of newly hired associates in the team with an aim to achieve and strive for the maximum revenue and growth.
• I endeavor to establish an environment that promotes open communication, trust, innovative thinking and effective teamwork.

Feb 2022 – Jul 2022 · 5 mos

• Intellipaat is a global online professional training provider, which offers the best curated and well updated courses based on industry requirements like Data Science, Artificial Intelligence, Big Data, Cloud Computing and many more.
• Key Achievements and Responsibilities**
• keep abreast with intellipaat's latest offerings and updates
• Successfully initiated and conducted proactive calls to leads sourced from CRM
• Understanding the requirement of customer's and effectively guided them towards a successful career path.
• Monitoring individual performance at all times along with contributing for the growth and success of them team.
• Strategically Identified and leveraged references from the existing customer base to expand the sales pipeline and drive additional revenue streams
• Consistently followed up on leads and researched for potential prospects.
• Consistently surpassed the monthly targets and stood as the highest contributor to the team.
• Ensured customer satisfaction as priority and lead pre-sales to post-sales support activities for assigned leads.
• Updated and upgraded myself to cope up with the ongoing trend in terms of technologies and improved myself from past customer feedback.

Apr 2021 – Jun 2021 · 2 mos · India

• Top 1% contributor from ISP 22 Program
• Educated about #Internshala and their products across various institutes and helped college students in understanding about the courses and guided according to their interests.
• Promptly participated in Discussion's and Seminar's to understand the business model and displayed my unique perspective on resolving the issues.
• Stood 211 out of 21963 students participated.