Photography
Ashish Sharma
Senior Client service associate
Delhi NCR
Summary
Driven client success associate offering 7 years track record working with technical and financial products. Handles diverse range of financial needs, IT solutions and resource planning. Decisive planner and problem-solver with understanding of data analytics and customer reporting.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Senior Client Service Associate
Rackspace Technology
3 2022 - Current
- Managing and processing inbound tickets to closure for any request coming from clients/ PM's end around public or private cloud services while liaison with multiple internal teams.
- Working on different dashboards for multiple reporting purpose for internal and external stakeholders from Qlik-sense and Tableau. Generated standard and custom reports to provide insights into business and service performance.
- Analyzed customer monthly service reports to identify trends and develop strategies to improve customer success metrics .
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Collaborating with technical , product and compliance teams to address B2B clients queries/request to enhancing overall client's experience.
- Streamlined reporting processes for enhanced decision-making and business insights from provided services to client.
- Assisting cost-benefit analyses for proposed services or products , providing resource allocation decisions at servicing level.
- Lead process improvement and problem-solving efforts to create standard procedures and guidelines for customer support team.
Process Developer
Mercer Consulting India PVT. LTD
11.2021 - 02.2022
- Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles.
- Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
- Authored onboarding documentation to introduce new employees to business processes.
- Created customized quality control and assurance methodologies to verify successful completion of self-designed and externally-sourced business processes.
Operations Analyst
American Express
08.2017 - 04.2021
- Consulted with stakeholders to develop operational strategies and processes.
- Developed operational budgets to control costs and monitor spending.
- Created custom reports and visualizations to support decision-making processes.
- Operations aims at improving corporate experience for B2B and B2C clients, monitoring file deliveries to identify issues or revenue impact. Working with the business/project teams to provide insights and flag data issues. Profile aims at improving process quality by auditing. Shouldering the responsibility of new processes, data analysis and learning data file primary operations.
Education
Bachelor of Technology - Electronics And Communications Engineering
N. C. College of Engineering
Kurukshetra University 01.2010 - 12.2014
Skills
Revenue growth
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved successfully bulk accounts migration through effectively helping with working with internal product management team.
- Achieved zero delayed invoicing by completing manual pricing project with accuracy and efficiency for straight 18 months.
- Supervised trainings for team of 8 team members covers topics like Revenue savings, root cause analysis , cross selling , Task related to dedicated/public cloud server product and services provided by organization.
- Collaborated with team of 4 in the development of small business payment solution.
Certification
Google data analytics professional certification
Interests
Exploring different landscape
Getting lost in good book/music
Timeline
AI Business certification from LinkedIn learning
11-2023
Process Developer
Mercer Consulting India PVT. LTD
11.2021 - 02.2022
Google data analytics professional certification
08-2021
Operations Analyst
American Express
08.2017 - 04.2021
Bachelor of Technology - Electronics And Communications Engineering
N. C. College of Engineering
01.2010 - 12.2014
Senior Client Service Associate
Rackspace Technology
3 2022 - Current
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