• Orchestrated QA initiatives, ensuring 100% industry-standard adherence and streamlined processes.
• Analyzed root causes, implementing strategic solutions for recurring issues and enhancing system efficiency.
• Developed expertise in L1/L2 support, assisting in SOP implementation and reducing issue resolution time significantly.
• Optimized Incident ticket and Client Onboarding processes, ensuring seamless operations.
• Validated and monitored Risk Client details, contributing to robust risk management practices.
• Spearheaded the creation of comprehensive product documentation, including client KYC, Product, and Process Repository.
• Utilized advanced SQL queries for troubleshooting complex issues, leading to swift and effective resolutions.
• Collaborated seamlessly with cross-functional teams to promptly address customer issues, prioritizing satisfaction.
• Contributed significantly to deploying software updates and participated in rigorous product testing phases.
• Organized and conducted informative meetings to educate users on product capabilities, fostering deeper engagement.
• Worked closely with senior analysts to analyze and diagnose software defects, contributing to a proactive problem-solving approach.
• Actively participated in product training sessions to enhance knowledge and support capabilities.
• Played a pivotal role in process improvement initiatives, enhancing the efficiency and effectiveness of support operations.
• Assisted in creating and updating quality checklists, guidelines, and training materials, ensuring continuous improvement.
• Served as a reliable Point of Contact (POC), demonstrating leadership and effective communication.

• Efficiently managed customer communications and details on Salesforce, enhancing data organization
• Delivered proactive first-line support for customers through email, phone, and ticketing systems, ensuring prompt issue resolution.
• Provided valuable feedback to product development and engineering teams, contributing to enhancements based on customer needs.
• Excelled in quality assurance evaluations, promptly addressing SLA issues.
• Stayed ahead of industry trends by monitoring evolving software and technologies impacting customer requirements.
• Identified trends in client requests, contributing to proactive problem-solving initiatives.
• Implemented robust training programs, fostering continuous learning and development.
• Mentored new team members, cultivating a culture of ongoing learning and development.
• Managed escalated cases, ensuring timely resolution and fostering strong client relationships.
• Developed expertise in multiple products within the company portfolio, serving as a go-to resource for colleagues.
• Managed escalated cases with a focus on timely resolution, fostering strong client relationships.
• Developed expertise in multiple products within the company portfolio, serving as a go-to resource for colleagues seeking guidance on specific features or functionalities.

• Experience in SAP and calibrated equipment for precision and efficiency.
• Analyzed and deciphered documents detailing standard operating procedures, safety regulations, and job-specific protocols.
• Successfully completed rigorous training programs and exams, upholding apprenticeship status with dedication.
• Collaborated with project managers to formulate strategic work schedules for both overall projects and individual stages, optimizing efficiency.
• Maintained meticulous and well-organized records of completed tasks, ensuring accuracy and accessibility.
• Contributed actively to the execution of company initiatives and programs, showcasing dedication to organizational goals.
• Collaborated seamlessly with team members to streamline task workflows, enhancing overall productivity.
• Applied advanced theoretical concepts to real-world scenarios, gaining profound insights into industry-specific principles and practices.