Reema Fathima
Chennai
Summary
Dynamic product and solutions specialist offering 7+ years of experience in SaaS, FinTech and supply chain domains. Solid exposure in implementation, workflow automation, backend operations, technical support, client relationships and customer issues.
Overview
8
8
years of professional experience
Work History
Solutions Specialist
Novac Tech
Chennai
06.2024 - Current
- Provided expert support for software implementation and troubleshooting efforts.
- Analyzed client needs to develop comprehensive product recommendations.
- Collaborated with cross-functional teams to design tailored solutions for clients.
- Led training sessions for clients on new technology features and updates to enhance user adoption.
- Cultivated client relationships to drive satisfaction and service retention.
- Facilitated regular feedback sessions with clients to refine service offerings.
- Developed documentation for processes and best practices in solution delivery.
- Compiled detailed reports on customer service performance metrics to inform strategy.
Senior Product Support Consultant
Synergita Software
Chennai
03.2023 - 02.2024
- Gathered requirements, customized product workflow, tested in UAT platform, and deployed to live environment to ensure seamless transition for customers.
- Facilitated customer onboarding by providing setup assistance and conducting software training.
- Collaborated with internal teams to represent customer needs and developed solutions and workarounds to enhance user experience.
- Conducted training and demo sessions for customers, creating help documentation to facilitate effective product use.
- Use Freshdesk ticketing tool (Email, Chat) to communicate with customers and resolve their grievances.
- Create knowledge base articles based on the new features and customer requirements.
- Provided dedicated support for Aspire Systems, addressing inquiries and issues.
- Frame automated FAQs and answers about product/application to be inbuilt into Synergita’s ChatBot.
- Use in-house SaaS application – PMS to automate customer organization’s human resources operations – HRMS.
Support Specialist
Cavintek Software Private Ltd
Chennai
06.2022 - 03.2023
- Be the SaaS product expert and provide technical & non-technical support via tickets, emails, phone calls and chat.
- Analyse, track and resolve customer tickets in a prompt manner to ensure highest level of client satisfaction.
- Identify and prioritize issues based on severity and customer impact.
- Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
- Delivered tailored support for key customers including NPCI, NutriAsia, and Del Monte through paid partnerships, ensuring satisfaction and effective use of the product.
- Documented problem resolution steps and updated user documentation, including training materials and technical support FAQs, to streamline customer onboarding and support.
- Work closely with Product and Engineering teams on identification and tracking of enhancement requests and bugs.
- Utilized in-house SaaS product CFlow to develop workflow automation processes, enhancing approval efficiency for customers.
Process Executive - Operations
Equiniti India
Chennai
01.2021 - 06.2022
- Achieved the ‘Quality Icon Award’ for maintaining excellent process quality in Equiniti India.
- Achieved the ‘Quarterly Award’ for outstanding performance in RR Donnelley.
- Monitored operational procedures with compliance checklist, ensuring customer requests met all legal regulations and ethical standards.
- Analyze client documents for accuracy and investigated transactions to resolve questionable data and apply corrective actions.
- Assist and provide guidance to customers on reconciliation of complex issues and ensure understanding of solution offered.
- Coordinate with clients & customers across the globe to get transactions approved thereby enabling smooth processing of share yield.
- Served as primary technical support for major client - NPCI, enhancing workflow creation and facilitating API integrations.
- Consulted for parent firm - Aspire Systems, customizing product workflows and optimizing backend operations.
Customer Support Associate
RR Donnelley
Chennai
07.2018 - 01.2021
- Responded to customer enquiries by reviewing previous tickets and assembling solution documents, effectively addressing client needs.
- Handled customer queries, technical issues, and tickets, re-routing to appropriate escalation teams to ensure prompt resolution.
- Tracking orders and updating customers periodically.
- Test newly proposed process improvements, management practices, training and development programs.
- Maintained company website content.
Education
B.Tech - Information Technology
Anand Institute of Technology
01.2017
Skills
- Technical Product Support
- API Integration
- Requirements Gathering
- User Acceptance Testing
- Product Customization
- Issue Resolution
- Technical Documentation
- Customer Onboarding
- Training & Demo
- Workforce Management
- Compliance
Personal Information
- Date of Birth: 10/30/95
- Nationality: Indian
Languages
- Tamil
- Hindi
- English
Accomplishments
Served as single point of dedicated technical support for major client - NPCI – Workflow Creation and API Integration.
Timeline
Solutions Specialist
Novac Tech
06.2024 - Current
Senior Product Support Consultant
Synergita Software
03.2023 - 02.2024
Support Specialist
Cavintek Software Private Ltd
06.2022 - 03.2023
Process Executive - Operations
Equiniti India
01.2021 - 06.2022
Customer Support Associate
RR Donnelley
07.2018 - 01.2021
B.Tech - Information Technology
Anand Institute of Technology