Summary
Overview
Work History
Education
Skills
Websites
Achievements Recognition
Timeline
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Jyoti Kumari

Bengaluru

Summary

Results-driven Product Support Engineer with demonstrated success in customer account management, portal support, and technical service enablement for aerospace and health-tech products. Experienced in assisting customers to access manuals/technical publications, spare parts, warranty services, and digital engine services via the My P&WC; Power Portal. Proficient with SAP, CRM, and Jira for ticketing, order processing, and troubleshooting. Recognized for meeting SLAs, improving support workflows, and maintaining strong stakeholder relationships.

Overview

6
6
years of professional experience

Work History

Senior Analyst

Pratt & Whitney
11.2023 - Current
  • Delivered end-to-end customer support for accessing manuals and technical publications via My P&WC; Power Portal.
  • Managed customer accounts: profile setup/updates, permissions, and service access for spares, warranty, and digital engine services.
  • Guided customers through spare parts ordering, warranty claim submission, and digital engine services subscriptions.
  • Troubleshot portal issues (login, access, navigation) and coordinated with program managers for timely resolution against SLAs.
  • Processed technical publication orders in SAP; ensured accuracy and ontime fulfillment.
  • Monitored revenue and KPI reports; identified trends and recommended improvements to support operations.
  • Strengthened client satisfaction via proactive updates, clear documentation, and follownthrough on open tickets.

Product Specialist

HealthPlix Technologies
02.2022 - 11.2023
  • Resolved customer queries on product features, access issues, and account settings across web and mobile.
  • Collaborated with engineering to troubleshoot user access and data issues; raised/triaged Jira tickets to closure.
  • Owned CRM ticket lifecycle and QA checks to ensure accurate categorization, prioritization, and resolution.
  • Synthesized customer feedback to inform product and support improvements, enhancing adoption and satisfaction.
  • Trained junior team of 7 members.

Executive Associate

Lufthansa Technik
02.2021 - 02.2022
  • Handled global 30 CRM service requests; coordinated with stakeholders to meet customer expectations.
  • Processed orders and invoices in SAP, improving data accuracy and cycle time.
  • Supported reporting and documentation to streamline service delivery workflows.

Flight Laboratory Intern

IIT Kanpur
01.2020 - 03.2020
  • Assisted on experiments analyzing flight dynamics; documented findings with precision and clarity.
  • Investigated aerodynamic drag types and center of gravity impacts on flight stability.

Education

MBA - Operations Management

NMIMS Mumbai
Mumbai
05.2025

Bachelor of Technology - Aerospace Engineering

International Institute For Aerospace & Managment,
Bengaluru, India
06.2021

Skills

  • Customer Account Management
  • Portal Support & Troubleshooting
  • Technical Documentation
  • Spare Parts & Warranty Support
  • Digital Engine Services Enablement
  • CRM Ticketing
  • Jira Defect Management
  • SAP Order Processing
  • Profile Management
  • KPI/Performance Reporting
  • Stakeholder Communication
  • Collaboration
  • Process Improvement
  • Root Cause Analysis
  • Stakeholder communication
  • Client management
  • Data analysis
  • Performance monitoring
  • Client relationship management

Achievements Recognition

  • Spot Award - Outstanding Collaboration at Pratt & Whitney (2024 & 2025)
  • Employee of the Month - Multiple times at HealthPlix Technologies
  • Letter of Recommendation - Exceptional performance at HealthPlix Technologies

Timeline

Senior Analyst

Pratt & Whitney
11.2023 - Current

Product Specialist

HealthPlix Technologies
02.2022 - 11.2023

Executive Associate

Lufthansa Technik
02.2021 - 02.2022

Flight Laboratory Intern

IIT Kanpur
01.2020 - 03.2020

MBA - Operations Management

NMIMS Mumbai

Bachelor of Technology - Aerospace Engineering

International Institute For Aerospace & Managment,

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Jyoti Kumari