Anantha Narayanan

• Designed and developed user interfaces for portals with a focus on usability and performance.
• Troubleshot issues reported by users related to access control and content delivery.
• Integrated legacy systems with the portal application to create an enhanced user experience.
• Provided technical guidance to junior developers working on the project.
• Conducted unit testing of newly developed components before deployment in production environment.
• Built reports based on usage analytics data generated from various sources.
• Data cleaning and aggregation using advanced functions in Excel and
  Google Sheets.
• Conducted ad-hoc data analysis and prepared reports on term-wise
  registrations and monthly exams to assess the health of the program.
• Assisted in the development of data-driven forecasting models to help
  predict the speed at which students are progressing through each level
  in the program.
• Utilized Google Big Query to extract and transform large datasets from
  various sources, ensuring data quality and consistency
• Created and executed comprehensive test cases for term registration,
  ensuring thorough coverage of critical features. Collaborated with
  cross-functional teams to communicate test results and facilitate issue
  resolution.

• Generated performance metrics reports from data stored in the CRM database.
• Resolved conflicts between different departments that arise due to discrepancies in their usage of the system's features.
• Implemented security protocols for access control, authentication, and authorization within the CRM environment.
• Performed user acceptance testing on CRM software to ensure functionality.
• Provided technical support to users of the CRM system.
• Created custom reports from CRM data as requested by senior staff members.
• Trained new users on how to use the features of the CRM software effectively.
• Configured, maintained, and optimized CRM software systems.
• Conducted basic troubleshooting to isolate and diagnose common system problems.
• Ensured data backups, recovery procedures, and security protocols.
• Managed user accounts, permissions, and access controls.
• Collaborated with IT team on projects and initiatives.

• Built strong relationships with field operations team to support business development opportunities and improve service.

• Maintained consistent communication with leadership team to
manage customer service effectiveness by monitoring performance
and assessing metrics.
• Provided excellent customer service by efficiently resolving issues
and responding to inquiries.
• Reviewed and applied changes to customer account profiles in CRM.
• Listened to customers' questions and concerns to provide answers or
responses.
• Maintained financial accounts by processing customer adjustments.
• Responded to disruptive events using crisis management techniques
to offer corrective solutions and maximize customer satisfaction.