Nejoe Alban
Bengaluru
Summary
Experienced in customer success management and technical support, with over 7 years in the field, including 2 years in team leadership. Demonstrates adaptability to diverse work environments and a strong ability to manage assignments independently. Proven track record of exceeding expectations and delivering results. Proficient in computer skills and quick to learn new technologies.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
Cambridge Press & Assessment (Cogbooks pvt India)
Bengaluru
05.2024 - Current
- Company Overview: Payroll Company - Cogbooks India Pvt. Ltd
- Coordinate & handle Institutions(clients) over all the world for the onboarding process in LMS (Learning Management System).
- Managed a team of 4+ as
Technical support Lead. - Monitored workflow processes to identify areas for improvement and implemented necessary changes accordingly.
- Managed day-to-day operation of a team of 4+ employees, providing guidance and managed KPI metrics.
- LMS integration process.
- Student, and instructor profile integration process to the LMS.
- LMS entitlement integration process.
- Hands on experience in service NOW, Zen Desk.
Software Engineer
HCL Technologies
Bangalore
07.2019 - 05.2024
- Managed and optimized Salesforce Marketing Cloud platform resulting in improved customer satisfaction and lifetime value.
- Collaborated with cross-functional teams to create a seamless customer experience across touchpoints.
- License & Product support. Troubleshoot License activity changes before and after to correct problems and enhance performance.
- Coordinate with new clients all over the world and handle the onboarding process.
- Handled a team as licensing lead providing support for Local license server and Cloud License server.
- Hands on experience with SQL for data analysis and reporting.
- Deep understanding of the software/product's licensing models, features, and configurations. This includes knowing various license types (Big-fix, App Scan, Notes, Domino), License activation, deactivation, and renewal process.
- Developed and delivered customer success training programs to help customers maximize the value of their products.
- Hands-on experience in the POSTMAN, SAP CDC, SAP CIC, FLEXNET.
- Monitored, analyzed, and reported on CRM performance metrics.
Digital Interaction Advisor
24 7. inc
Bangalore
07.2017 - 07.2019
- Gathered research from industry trends and different locations to identify potential market gaps.
- Translated marketing and consumer data into actionable insights for campaign planning.
- Customer Assistance related to product queries, customer co-ordinate on new product launches.
Education
Bachelor of Science -
The Oxford College Of Science
Bangalore11.2017
SSLC -
Scott christian Hr. Sec School
Nagercoil04.2012
Skills
- Product support
- Coordination skills
- B2B, B2C
- Technical leadership
- KPI management
- Marketing
- Adaptability
- SQL
- SaaS
- Operating system
- Customer experience management
- Ticketing tool (ServiceNow, JIRA, Zendesk)
Languages
- Kannada
- Tamil
- English
Languages
Tamil
First Language
English
Advanced (C1)
C1
Kannada
Upper Intermediate (B2)
B2
Timeline
Technical Support Analyst
Cambridge Press & Assessment (Cogbooks pvt India)
05.2024 - Current
Software Engineer
HCL Technologies
07.2019 - 05.2024
Digital Interaction Advisor
24 7. inc
07.2017 - 07.2019
Bachelor of Science -
The Oxford College Of Science
SSLC -
Scott christian Hr. Sec School
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