Pratha Thakur
Pune,Maharashtra
Summary
Proven strengths in directing projects and teams to achieve demanding targets. Analytical problem-solver knowledgeable about client systems, networks and infrastructure, as well as how to devise and implement successful updates. Service-focused and determined with demonstrated understanding of how to manage all client needs.
Overview
13
13
years of professional experience
Work History
Professional Services Manager
Avalara Technologies
Pune
10.2021 - Current
- Conducted meetings with clients to discuss their professional services needs.
- Developed and implemented strategies to improve customer satisfaction levels.
- Managed the day-to-day operations of a team of professionals providing services.
- Provided guidance, training and mentoring to team members in order to maximize their potential.
- Implemented processes and procedures for efficient handling of customer inquiries and complaints related to services provided.
- Organized regular client feedback sessions to identify areas for improvement in service delivery.
- Reviewed customer feedback data from surveys, focus groups., to assess satisfaction levels with services offered by the organization.
Senior Implementation Consultant
Avalara Technologies
Pune
03.2019 - 10.2021
- Developed and managed customer relationships to ensure successful project implementations.
- Provided technical support to customers during the implementation process.
- Collaborated with stakeholders to define system requirements and resolve issues.
- Designed, developed, tested, and implemented software applications for clients.
- Coordinated with internal teams to ensure effective communication between all parties involved in projects.
- Conducted regular meetings with clients to review progress and address any concerns or questions they may have had regarding the implementation process.
Implementation Consultant
Avalara Technologies
Pune
10.2018 - 03.2019
- Created user documentation including system setup instructions and user manuals.
- Analyzed customer processes, identifying areas for improvement through automation.
- Configured software products to meet customer requirements using a variety of tools such as SQL queries and scripting languages.
- Facilitated training sessions with end users on how to use the software application correctly.
Senior Product Support Engineer
Saba Software
Pune
10.2017 - 10.2018
- Provided technical support for customer inquiries, troubleshooting and resolving product-related issues.
- Developed and maintained knowledge base of frequently asked questions related to products.
- Conducted training sessions for new employees on the features and functionalities of various products.
Senior Technical Support Engineer
Avalara Technologies
Pune
03.2017 - 10.2017
- Provided technical support to customers by responding to inquiries, troubleshooting hardware and software issues, and resolving problems in a timely manner.
- Developed and maintained customer relationships by providing superior customer service.
- Performed system maintenance tasks such as backups, disk space management, patching, and user administration.
Technical Support Engineer
Avalara Technologies
Pune
06.2014 - 10.2017
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
Associate Support Consultant
Allscripts Healthcare solutions
Pune
11.2011 - 06.2014
- Provided technical support to customers, troubleshooting software (Sunrise revenue cycle suite )and hardware issues.
- Assisted in the installation of applications and operating systems on customer computers.
- Resolved customer inquiries via phone, email, and chat regarding product use, configuration, and customization.
Education
Bachelor of Engineering - Information Technology
Rajiv Gandhi Technical University
Indore09-2011
Skills
- Project Planning / Resourcing
- Delivering training
- Customer Satisfaction
- Process Improvement
- Revenue Forecasting
- Communication Skills
- Project Software Implementation
- Delivering technical support
- Managing client relations
- Team Building
- Collaboration with other teams
Languages
English
First Language
Hindi
Advanced (C1)
C1
Timeline
Professional Services Manager
Avalara Technologies
10.2021 - Current
Senior Implementation Consultant
Avalara Technologies
03.2019 - 10.2021
Implementation Consultant
Avalara Technologies
10.2018 - 03.2019
Senior Product Support Engineer
Saba Software
10.2017 - 10.2018
Senior Technical Support Engineer
Avalara Technologies
03.2017 - 10.2017
Technical Support Engineer
Avalara Technologies
06.2014 - 10.2017
Associate Support Consultant
Allscripts Healthcare solutions
11.2011 - 06.2014
Bachelor of Engineering - Information Technology
Rajiv Gandhi Technical University
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