Neha Kamble
Service Process Specialist
Pune,MH
Summary
Dynamic Technical Support Engineer with a proven track record at Salesforce, excelling in root-cause analysis and customer success management. Enhanced system performance through proactive monitoring and optimization, achieving significant improvements in operational efficiency. Skilled in training and mentoring teams, fostering collaboration to resolve complex issues and elevate customer satisfaction.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
Technical Support Engineer
Salesforce
02.2022 - Current
- Responsible for managing and enhancing Salesforce Marketing Cloud Engagement Proactive Services, including proactive monitoring, process documentation, customer communications, and cross-functional collaboration to ensure platform efficiency and customer success.
- Managed Marketing Cloud Engagement Proactive Services, including proactive monitoring design, process governance, and customer communication.
- Maintained and documented a catalog of proactive monitors, while streamlining processes for creation, updates, deletions, and development requests.
- Proactively monitor the Salesforce Marketing Cloud environment for system health, performance, and potential issues using monitoring tools.
- Diligently monitor the performance and execution of Automations, Journey Builder flows, Triggered Sends, Mobile Push campaigns.
- Work with cross-functional teams to resolve issues, escalate complex problems, and ensure customer experience consistency.
- Identify trends in system performance and proactively recommend and implement improvements.
Optimize system configurations and workflows to enhance system uptime and reduce risk of failures. - Prepare periodic reports on system health, performance metrics, and incident trends for Customer (Annual Technical Health Review)
- Perform root cause analysis (RCA) of system failures or incidents and provide recommendations to prevent recurrence.
- Develop comprehensive reports of ongoing incidents and their resolutions, along with suggestions for further improvements.Marketing Cloud campaigns, ensuring proactive monitoring is set up for new projects
- Standardized workflows for monitoring requests and retirement, improving operational efficiency and enhancing customer experience.
Senior Associate
Cognizant Technologies Solutions
03.2020 - 02.2022
- Nurtured strong client partnerships, guaranteeing transparent communication and prompt updates on project status.
- Addressed technical challenges in automations, journey builders, and SMS campaigns. Created and assigned cases while monitoring alerts to ensure SLA adherence.
- Provided immediate resolutions for automation failures to minimize downtime. Oversaw case distribution in Marketing Cloud support queues for efficiency.
- Enhanced customer satisfaction ratings by implementing effective support measures.
- Amplified customer service success rates with rapid problem-solving techniques.
Business Development Executive
Reignitech Energy India Private Limited
05.2019 - 02.2020
- Scouted new markets and growth areas while tracking industry trends. Initiated contact with potential clients through proactive lead generation. Engaged with customers via in-person or virtual meetings to understand needs.
- Formulated actionable strategies to address customer demands effectively.
- Collaborated with relevant stakeholders to optimize product offerings.
- Developed relationships with decision-makers in target organizations.
- Outlined aims and objectives to guide business expansion efforts.
- Evaluated overall market positioning to identify improvement opportunities.
Customer Support Officer
Mphasis
09.2014 - 03.2015
- Providing first-line support to end users, troubleshooting issues, and escalating complex problems to higher levels.
- Follow established service level agreements
- Streamline prompt and efficient resolution of issues aligned with specified Service Level Agreements (SLAs)
- Resolve network-related issues through systematic troubleshooting
- Address billing-related concerns.
Customer Relations Representative
Marwadi Sambandh Private Limited
12.2013 - 09.2014
- Welcomed customers and created comprehensive Member Profiles. Assessed member choices and expectations to identify unique needs. Conducted searches, screenings, and shortlisting of potential members. Established contact and initiated meetings to facilitate collaboration. Developed success stories to highlight member achievements. Streamlined processes for onboarding and engagement of new members.
- Searching, screening, shortlisting, establishing contact, initiating meetings between members, and creating success stories. Upselling Plans.
- Maintaining good rapport with the member, providing the right 'Elite' experience, and delivering quality service.
- Managing a set customer portfolio with robust follow-up, excellent command over the English language, fluency in the regional language, proactiveness, listening skills, service orientation, and integrity.
- Managed the customer portfolio with diligent follow-up and a comprehensive understanding of client needs. Demonstrated an excellent command of English and fluency in the regional language. Exhibited strong listening skills to accurately assess customer requirements. Maintained a proactive approach to enhance customer service orientation and build trust. Ensured integrity in all interactions, fostering long-term client relationships.
Home Loan Consultant
HDFC Sales Private Limited
08.2012 - 11.2013
- Meet with clients to understand their financial situation, loan requirements, and property details.
- Provide information about home loan products, interest rates, eligibility, and repayment options.
- Assess client eligibility by analyzing income, credit history, and repayment capacity.
- Recommend suitable loan products tailored to the client’s profile.
- Assist clients in preparing and submitting loan applications.
- Verify and collect required documents (KYC, income proof, property papers, etc.).
- Ensure compliance with bank/NBFC guidelines, lending norms, and regulatory requirements.
- Coordinate property valuations, legal checks, and disbursement processes.
- Maintain long-term relationships with clients by providing after-sales service.
- Educate clients about refinancing opportunities or additional financial services.
- Generate leads through real estate agents, builders, referrals, and marketing activities.
- Achieve monthly/quarterly disbursal and revenue targets.
Education
Undergraduate - Commerce
Brihan Maharashtra College of Commerce
Pune, India 04.2001 -
Skills
Proactive Monitoring & Alerting
Customer Communication & Engagement
CRM Tools & Customer Success Platforms
Root Cause Analysis (RCA)
Customer Relationship Management
System performance monitoring
Communication & Presentation Skills
Critical Thinking & Problem-Solving
Certification
Service Ready for Technical Support (CSP-I) from TSIA!
Timeline
Technical Support Engineer
Salesforce
02.2022 - Current
Senior Associate
Cognizant Technologies Solutions
03.2020 - 02.2022
Business Development Executive
Reignitech Energy India Private Limited
05.2019 - 02.2020
Customer Support Officer
Mphasis
09.2014 - 03.2015
Customer Relations Representative
Marwadi Sambandh Private Limited
12.2013 - 09.2014
Home Loan Consultant
HDFC Sales Private Limited
08.2012 - 11.2013
Undergraduate - Commerce
Brihan Maharashtra College of Commerce
04.2001 -