Naveen Kumar CN

● Understanding of software architecture, Configuration of the product to match customer

requirements

● Working with Master data, assisting with service requests and troubleshooting problems

with data.

● Client Interaction- Handle clients and communicate client’s requirements to internal

teams.

● Collaborate with internal stakeholders and Clients to identify issues and provide

technical assistance within defined SLAs..

● Helping customers generate reports and offering thorough expertise to customers on the

product and its usage.

● Quality check of deliverables and conduct UAT with the client and get sign off.

● Ensure user’s adoption post-go-live and share regular updates to clients.

● Monitor tickets raised on the Support Tool and ensure strict adherence to SLAs and

timely and effective resolution.

● Provide Root Cause Analysis (RCA) for critical Tickets and Incidents

● Maintain documentation of FAQs and address knowledge gaps.

● Coordination with Internal and Client Stakeholders for Web/App upgrades and ensure

smooth, timely releases.

● Documentation of end-to-end test cases for any Change Request (CR) deployment or

feature upgrade for Client.

• Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
• Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
• Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
• Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
• Proactively identified churn risks and implemented strategies to enhance customer retention and loyalty
• Developed and standardized best practices to improve operational efficiency and customer success strategies
• Worked closely with product, sales, and support teams to address customer challenges and optimize their experience
• Identified upsell and expansion opportunities, driving business growth through customer advocacy
• Ensured customer success by proactively monitoring customer usage and providing timely support

• Company Overview: Company focusing on software services and solutions
• Handled customer inquiries and provided technical support
• Company focusing on software services and solutions