Rittick Nandy

• Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
• Prioritized the importance of continuous learning by attending industry conferences so as to stay updated on emerging trends and best practices.
• Developed customized support solutions for high-value clients, securing long-term partnerships.
• Created customer support strategies to increase customer retention.
• Managing Escalations and process plan to avoid in future.
• Managing 450+ clients across India, UAE, China and Philippines, and interacting with directly to the clients, or the local support team for escalations and support feedback.
• Reviewing team performance or regular basis, and working on annual hike/promotion process.
• Working on New support initiatives regarding new tools, process migration and preparing team for effectively using them.
• Working with HR team on new Associates portal for smooth and effective HR operations.
• Reviewing Product releases and issues on regular interval, and sharing proper feedback to the product team.

· Managing escalation and overview of the issues/tickets raised by clients.

· Managing the Support team and monitor their performance and day to day activities.

· Gathering client requirement for any new feature/enhancement, and co-ordinate with the internal team for the ETA and resolution.

· Creating walkthrough and user manuals for clients, as well as for internal use.

· Managing 400+ clients across India and Dubai, and interacting with them on a regular interval, for the support feedback.

· Creating test cases and execute them (manually) after each product release.

· Reviewing the tickets on daily basic for SLA breach (any) and act accordingly.

· Preparing weekly and monthly team performance and tickets report and presenting to the higher management.

· Assisting Sales/Finance team with queries related client usage.

• Tested new software and hardware prior to deployment.
• Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
• Evaluated emerging technologies to identify potential opportunities for enhancing application functionality and user experience.
• Generated reports to track performance and analyze trends.
• Leading Product/Custom level deployments across different environments.
• Knowledge Transfer sessions for both internal team, and team based on abroad (LA).

· YouTube- content management.

· Writing synopses for contents.

Managing daily/weekly reports and presents the same to higher level management