ABHILASH SINGH JADOUN

CHANGEPOINT & ENTERPRISE ARCHITECTURE ( Work & Portfolio Management, Capability & Technology Management)

• Managing customer support issues, resolving a range of concerns from configuration challenges to product functionality queries.
• Leading continuous improvement initiatives within support processes to enhance service delivery and customer satisfaction.
• Collaborating with Engineering and Solutions teams to address customer-reported defects and implement product enhancements.
• Facilitating customer migrations and onboarding, ensuring seamless transitions and comprehensive training for new teams.
• Leading the onboarding of new products, trained support teams, and managed the upgrade lifecycle, overseeing customer requirements during the migration process and ensuring seamless integration with business needs.
• Reduced incident resolution time by 25% by streamlining processes and improving cross-team collaboration.
• Played a pivotal role in the successful migration of 10 clients to upgraded systems, ensuring minimal disruption.
• Developed and delivered comprehensive training programs for new hires, improving team productivity.
• Recognized for driving operational improvements, contributing to enhanced customer satisfaction and team performance.
• Changepoint is a web-based project portfolio management software that streamlines portfolio management with features like customer lifecycle, contract, resource, and project management, making it an industry leader in the field.

RESPOND ( Complaint Management System)

• Assisted customers with product configuration and tailored solutions to meet specific business needs.
• Managed product hotfixes and patches, ensuring quality assurance before deployment.
• Led new hire training sessions and conducted interviews to expand the support team with top talent.
• Monitored case handling, ensuring SLA compliance and maintaining high customer satisfaction scores.
• Improved customer satisfaction by 15% through targeted training and support initiatives.
• Successfully onboarded 5 new team members, expanding the team's capacity to meet support demands.
• Streamlined knowledge base management, increasing article utilization by 30%.
• Reduced escalation resolution times by 20%, earning recognition for handling critical incidents.
• Respond is an enterprise case and complaints management platform designed to enhance customer experience across all roles, from frontline agents to executives. With configurable workflows and intuitive dashboards, it empowers teams to improve interactions, accelerate case resolution, and capture actionable insights. Available in both SaaS and on-prem solutions, Respond optimizes customer service operations.

CRIMS ( Trading Platform)

• Delivered 24/7 production support, handling troubleshooting, incident management, and system performance monitoring.
• Conducted daily system health checks, ensuring optimal performance of CRIMS applications.
• Executed SQL scripts and acted as a liaison between technical and business teams to ensure timely data delivery.
• Led initiatives to automate monitoring tasks, reducing manual effort and focusing on complex issues.
• Achieved a 99% uptime for CRIMS applications, significantly improving system reliability and user satisfaction.
• Reduced incident recurrence by 30% through proactive root cause analysis and effective resolution strategies.
• Implemented a comprehensive reporting system that improved visibility into incidents and team performance.
• Recognized for excellence in incident management, receiving commendations from senior management.
• CRIMS SUPPORT: Charles River Investment Management System (CRIMS) is a trading platform used by portfolio managers, traders, and compliance officers for pre-trade compliance, portfolio modeling, and trading.
• ACCOUNTS SUPPORT (MACS): MACS is a web-based wealth management application used for maintaining user accounts and portfolio data.
• PACER SUPPORT: FMC Pacer is a multi-currency portfolio management system used for managing securities, transactions, and general ledger accounting.