Anjali Nair

Driving technical excellence and customer success through leadership, innovation, and collaboration

• Lead a high-performing team delivering advanced product support and engineering solutions for enterprise SaaS platforms.
• Act as a trusted technical advisor, ensuring rapid resolution of complex issues and seamless product performance.
• Partner with Product Management and Development teams to influence roadmap decisions and enhance customer experience.
• Implement best practices for incident management, escalation handling, and knowledge sharing to improve operational efficiency.
• Monitor KPIs and leverage data-driven insights to optimize processes and elevate service quality.

Core Strengths:

✔ Technical problem-solving & root cause analysis
✔ Cross-functional collaboration & stakeholder management
✔ Leadership & team development
✔ Process optimization & continuous improvement

• Led team in project planning and execution for client deliverables.
• Streamlined communication between departments to enhance operational efficiency.
• Oversaw resource allocation and task assignment for multiple projects.
• Developed training programs to improve staff skills and knowledge.
• Managed client relationships to ensure satisfaction and address concerns.
• Analyzed project performance data to identify areas for improvement.
• Facilitated team meetings to discuss progress and resolve issues promptly.
• Implemented best practices to optimize workflow processes across teams.
• Managed daily workflow of team members to meet organizational goals.
• Monitored customer complaints and provided timely solutions to improve customer experience.
• Created monthly reports outlining progress on key initiatives.
• Ensured compliance with company regulations, laws, and safety standards.
• Tracked project milestones and communicated updates to stakeholders.
• Conducted regular performance reviews with direct reports.
• Oversaw inventory levels, making adjustments as needed based on sales trends.
• Identified opportunities for process improvements and increased efficiency.
• Prioritized and delegated tasks for efficient completion within team environment.
• Collaborated with senior management to develop annual operational plans.
• Facilitated the development of staff by providing training, coaching, and feedback.
• Resolved conflicts between employees or customers in a professional manner.
• Analyzed financial data to identify trends and areas for improvement.
• Maintained accurate records of employee attendance and payroll information.
• Provided guidance on complex projects ensuring deadlines were met.
• Evaluated performance of team members and provided consistent coaching to improve skills.
• Assigned work and monitored performance of project personnel.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Proposed or approved modifications to project plans.
• Created and managed budgets for travel, training, and team-building activities.
• Implemented quality control measures to uphold company standards.
• Reviewed completed work to verify consistency, quality, and conformance.
• Implemented customer service standards across all departments in the organization.

Key Responsibilities:

• Manage reporting, project coordination, and quality assurance to ensure smooth delivery of client solutions.
• Perform business analysis by understanding and documenting client requirements, translating them into actionable technical tasks.
• Oversee client go-live activities, including preparing documentation, training materials, and conducting process training sessions.
• Handle weekly and monthly client reporting, ensuring accuracy and timely delivery.
• Lead end-to-end implementation: requirement gathering, solution design, quality audits, testing, UAT facilitation, and final deployment into the production environment.

Key Responsibilities:

• Manage reporting, project coordination, and quality assurance to ensure smooth delivery of client solutions.
• Perform business analysis by understanding and documenting client requirements, translating them into actionable technical tasks.
• Oversee client go-live activities, including preparing documentation, training materials, and conducting process training sessions.
• Handle weekly and monthly client reporting, ensuring accuracy and timely delivery.
• Lead end-to-end implementation: requirement gathering, solution design, quality audits, testing, UAT facilitation, and final deployment into the production environment.

Key Contributions:

• Managed and resolved Level 2/3 complex client issues, ensuring timely and effective solutions for critical cases.
• Served as part of the core application team, handling high-impact implementations, go-live activities, and patient safety cases.
• Acted as Level 3 on-call support analyst for both onsite teams and Level 1/2 support, providing expert guidance and escalation management.
• Delivered application and soft skills/communication training for new joiners and freshers, enabling smooth onboarding and skill development.

Shift Supervisor | Key Responsibilities & Achievements

• Led and managed Level 1 support team, ensuring smooth day-to-day operations and adherence to SLAs.
• Oversaw operational workflows, including resource allocation, performance monitoring, and process compliance.
• Acted as the primary escalation point for critical and high-priority cases, providing 24/7 on-call support to ensure rapid resolution and minimal business impact.
• Coordinated with cross-functional teams to implement process improvements, enhance service quality, and maintain client satisfaction.
• Delivered mentorship and guidance to team members, fostering skill development and operational excellence.

Level 3 Application Support

Key Responsibilities & Achievements

• Provided expert-level application support (L3) for complex technical issues, ensuring timely resolution and minimal business disruption.
• Managed SLA compliance by monitoring performance metrics, prioritizing critical incidents, and driving process improvements to meet or exceed service delivery standards.
• Acted as an escalation point for Level 1 and Level 2 teams, offering guidance and advanced troubleshooting for high-impact cases.
• Collaborated with cross-functional teams to implement fixes, perform root cause analysis, and ensure long-term stability of applications.
• Delivered knowledge-sharing sessions and training to enhance team capabilities and reduce recurring issues.

Technical Support Associate

Key Responsibilities & Achievements

• Delivered first-line technical support for enterprise applications, ensuring timely resolution of user issues and maintaining high service standards.
• Assisted in incident management and troubleshooting, diagnosing root causes and escalating complex cases to higher-level teams when necessary.
• Maintained SLA compliance by prioritizing tickets, monitoring response times, and ensuring resolution within agreed timelines.
• Provided guidance and knowledge sharing to end-users, improving product adoption and reducing recurring issues.
• Documented solutions and contributed to knowledge base development, enabling faster resolution for future incidents.
• Collaborated with cross-functional teams to implement fixes and enhancements, ensuring system stability and customer satisfaction.