ASHA SINGH

KEY RESPONSIBILITIES

Leadership:

• Formed and led a team of five highly skilled developer support engineers at Setu.
• Strong focus on mentorship and team development.
• Foster a positive and collaborative team culture focused on delivering outstanding customer experiences.

Strategy and Planning:

• Develop and implement customer support strategies aligned with overall business goals.
• Contribute to developing long-term plans to enhance customer satisfaction and loyalty

Process Optimization:

• Data-driven - Analyze data and reports to identify major bugs early and create solutions that help solve customers' pain points.
• Implemented best practices and tools to enhance the overall customer support experience.

Performance Management:

• Set performance goals for the team and individuals.
• Conduct regular performance reviews and provide constructive feedback to team members.

Customer Experience Improvement:

• Measure, track, and communicate key performance metrics such as SLAs and CSAT to measure the success of our customer support program.
• Implement initiatives to enhance the overall customer experience

Cross-Functional Collaboration:

• Collaborate with other departments, such as CX, Product Development, Business and onboarding to address customer issues and contribute to product/service improvements.

Quality Assurance:

• Implement quality assurance measures to ensure accuracy and consistency in customer interactions.
• Conduct regular quality reviews and provide feedback to the team.

Training and Development:

• Provide ongoing training and development opportunities for Dev-Support team members.
• Stay informed about industry trends and best practices

Escalation Management:

• Address and resolve escalated customer issues in a timely and effective manner.
• Work with cross-functional teams to resolve complex customer problems.

BEHAVIORAL
Customer Focus:

• Strong commitment to delivering exceptional customer service.
• Ability to advocate for the customer within the organisation.

Communication Skills:

• Excellent communication and interpersonal skills.
• Ability to communicate effectively with both customers and internal stakeholders.

Analytical Skills:

• Strong analytical and problem-solving skills.
• Ability to use data to drive decision-making and process improvements.

Leadership Skills:

• Effective leadership and people management skills.
• Ability to motivate and inspire a diverse team.

Adaptability:

• Flexibility to adapt to changing priorities and business needs.
• Ability to thrive in a fast-paced environment.

Technology Proficiency:

• Familiarity with Postman, Salesforce, JIRA, Github, Freshdesk, Zendesk, AWS Cloudwatch & Grafana.
• Ability to leverage technology for process optimizations.

• Troubleshoot issues, execute a course of action, test the issue and update to the customer with appropriate responses
• Working in an enterprise environment, with a good discipline & adherence to the SLA
• Maintain key metrics to meet prescribed CSAT responsibly and # of iterations for a successful resolution
• Contributing to FAQs related to our product, which serve as a repository base for customers
• Interacting with Postman's 'Developer Community' (consists of over11 million+ users) via our public 'Github Issue Tracker' and with our users at Postman's 'Community Website'
• Identifying essential advancements (if required) to make existing support processes drive smoothly with appropriate documentation
• Also, works closely with Engineering Squads' to boost the product offering
• Participated in discussing UI/UX enhancement with the product design team in line with user feedback received
• Liaison with cross functional teams to acknowledge their requirements and provide necessary data extracts/reports on need basis
• Active participation in the biweekly demos to share updates on ongoing team specific tasks with rest of the internal audiences, across the globe
• Actively participate in hiring process for Customer/Technical Support Team
• Successfully Onboarded new hires in the team and proactively assists them without impacting any deliverables
• Frequent panelist in webinars conducted by Postman on monthly basis
• Current Project: Collaborating with Customer Success Team on NPS-Risk Mitigation
• Completed Projects: Support Qualified Lead process implementation, UXR from Support Link, Ticket Postmortem Framework.

• Worked as Customer Support Engineer was responsible for product support of HackerRank for Work: 'HRW' and HackerRank for Community: 'HRC'
• Held ownership for customer communication to ensure increased customer satisfaction while ensuring issues are dealt in according to SLAs
• Collaborative utilization of escalation paths to ensure apt 'incident' resolution and communicated root cause analysis both internally and externally
• Determined repeated incidents and translated these into problem records
• Ensured potential bugs are escalated and fixed
• Contributed towards knowledge sharing initiatives & updated HackerRank's support FAQs for ready guidance for Users
• Provided technical expertise and assisted on leading edge product knowledge
• Also, worked with Level 3 and level 4 support towards prioritizing of issues
• Obtained feedbacks from HRC users and share the same with product team towards improvisation of User experiences
• Provisioning of licenses for customers on HRW admin tool
• Assisted customers (while sharing best practices) for product related information and platform navigation
• Demonstrated exceptional work relationships with cross functional teams i.e., Sales, Marketing & Legal teams
• Developed in-depth understanding of HackerRank (as a product) by undertaken product related trainings
• Used remote diagnostic tools to identify sources of certain customer issues
• Utilized source code control for tracking configurations and changes
• Delivered product training to new hire's aimed towards enhancing their knowledgebase and team productivity, at large.

• Worked as Senior Product Analyst and were responsible for effective, efficient, and prompt responses to customer inquiries, requests and complaints received via phone or e-mail to provide optimum customer satisfaction
• Handled supervisory responsibilities within the team inclusive of training, performance monitoring & quality assurance of 21 analysts across Bangalore, China & Montevideo centers
• Tracked, maintained, and produced quarterly reports of pending issues & Critical Incident Report's for higher management to review
• Engaged with executive internal and external teams to enable extended customer support practices
• End-to-end troubleshooting of issues in assistance with the core development teams to resolve critical situations
• Provided product training to the new hire's and prepared FAQ's, support documents, enhanced summaries for detailed product references
• Implemented updated vital procedures to rectify issues (in relation to service improvement plans) for data collection and analysis of relative projects
• Identified Proactive Quality Improvement and Adherence to SLA (Service Level Agreement), while building and maintaining good relation with stale holders and customers facilitated by online training support
• Created training documents on Gold and Silver processes for key customer escalation by standardizing knowledge transfer and enhancement for global teams
• Extensively worked on ICRM software testing of new version releases
• Upon successful completion, handled its deployment across all functional teams.

• Worked on CRM Siebel for resolving client's issues and provided administrative support for web-based query management application (Response)
• Product audits for qualitative authenticity of data: Monitoring TF's content quality through independent audits of 'public filings' and 'After Market Research' Reports on products for accuracy and presentation
• Preparation of Metrics report based on monthly audits conducted to measure the performance in terms of accuracy, presentation, coverage, freshness, and timeliness attributes
• Prepared escalation reports for Fundamentals, Research, Public Filings, Deals, Profiles, fact set and Real Time Pricing content set on a weekly basis and monthly content/non-content specific PAK reports
• Tested new version of Response application on release
• Extensively worked on testing of Response application
• Achievements: Prepared user guide for Aftermarket Research and Real Time Report Collection audit methodologies
• Received 'Gold-level TOPS Award' for the same
• Voted as the 'Best Quality Analyst' for second quarter 2007.

• Worked on Oracle Application as a Configuration Analyst under HOBS (Health and other Benefits System) on modules: HRMS and OAB
• Monitored requirement changes and slippages in line with Benefit Structure, Eligibility Rates, Life Events, Literature and Outbound Extracts
• Involved in complete implementation cycle, from discovery phase to estimation, planning, designing, configuration, testing, support, monitoring and reporting
• Extensively worked on process improvement and altered methodologies for efficient and accurate Oracle Apps implementations
• Resolving Issues, Fixing Bugs and Unit Testing
• Successfully completed Annual Enrolment 2006 for two clients (Avery & Unilever)
• Worked on complete Benefit Administration Module.