MythiliSharan TP
Customer Support Specialist
Bangalore
Summary
Problem-solver & Strong leader dedicated to streamlining operations to decrease costs and promote organizational efficiency and a competent results-oriented professional with 10+ years of experience in Customer Support, Client Support,Business Operations,Customer Success,Customer relationships for all global regions.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Global Customer Support Specialist
EOS IT Solutions
Bangalore
11.2022 - 08.2023
- Handle major client accounts i.e. Amazon,CISCO,Meta,Paypal & Google etc.
- Handle 100-150 calls per day.
- Worked on CRM tool.
- Managed team of 11, conducted training sessions, having team meetings by EOD to check on updates.
- Having day to day calls with stakeholders and prepare Weekly, Monthly, Quarterly reports.
Partner Experience Specialist
ORACLE SOLUTION SERVICES (INDIA) PRIVATE LIMITED
Bangalore
04.2012 - 11.2022
- Operations activities like cross function collaboration, project management, reporting & cost management, forecasting, pipeline management, and communication management.
- Worked on RFP's & Tracking key performance indicators (KPIs), analyzing performance data, identifying areas for improvement, and implementing corrective actions as necessary.
- Handle 200 calls per day.
- Monitoring quality of calls, assigning to various call locations as per floor.
- Led team of 10 and mentor them on Operational processes.
- Allocate equal volume of work to associates and monitor by EOD on updates.
- Collaborated with stakeholders to run business operations smoothly and provide customer satisfaction.
- Worked on MS SQL and GCM.
- Develop deep understanding of products and customers.
- Worked with peers to better understand business operational processes and initiate improvements.
- Primary point of contact for clients, understanding their needs, addressing concerns, and ensuring client satisfaction.
- Maintaining quality standards, implementing quality control measures, conducting regular audits and assessments, and providing feedback and coaching to improve performance.
- Improvement on Operational activities,preparing forecasting, and weekly/monthly reports
- Identifying Process gaps and improvement, implementing best practices, and driving continuous improvement initiatives to enhance operational efficiency and effectiveness.
- Worked with all major GBU's on new version releases or retirement of existing Expertise Qualifiers.
- Verify Contracts against Partner information along with Product
details and agreements. - Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Ensure team to meet performance targets, adhere to company policies.
- Generated/created documentation and Information required for clients.
- Good knowledge on advanced MS Excel and PPT presentations.
- Responsible for providing end-end solution to clients.
Skills
Excellent Communication
undefinedCertification
Project Management Professional(PMP)
Timeline
Global Customer Support Specialist
EOS IT Solutions
11.2022 - 08.2023
Partner Experience Specialist
ORACLE SOLUTION SERVICES (INDIA) PRIVATE LIMITED
04.2012 - 11.2022
Project Management Professional(PMP)
Oracle Cloud Story Foundation
Results Orientation
Business Process Improvement
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