Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Interests
Timeline
Generic
Ritu Banani

Ritu Banani

Pune

Summary

CSM Professional with more than 6 years of experience looking for an opportunity where I can utilize my attention to detail, communication skills and leadership abilities to find creative solutions that lead to more effective business practices!

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr.Client Services Analyst | CSM | Project Manager

Rayden Interactive
Pune
12.2019 - Current
  • Manage relationship with customers and act as their primary business point of contact.
  • Account Management
  • Implement customer onboarding, customer services , troubleshooting, training, etc.
  • Create and test automated workflows
  • Identify opportunities and strategies to improve client workflows
  • Work with Product, Sales and IT team to implement the product at customer's and support continuous improvement and automation
  • Identify Root cause of the issues, resolve and appropriately communicate at the customer's end
  • Customer Satisfaction
  • Worked extensively with Salesforce, QLIK, SmartSheet, MS Project Plan, JIRA, Confluence, xml, analytical and presentation tools

Renewal Operations Executive

Symantec Corporation
Pune
04.2018 - 12.2019
  • As a member of the Renewal Operations Team, participated in cross functional teams to identify the root causes and solutions for installed base issues
  • Developed an in-depth knowledge of Symantec's Oracle and
  • SFDC installations, understand the relationship between them and serve as a subject matter expert
  • Lead and mentored Sales Support Representatives to help facilitate the completion of accurate work
  • Provided Oversight to overall Sales Operations Processes and offered necessary guidance
  • Assisted with the Training and mentoring of new and existing
  • Analysts on operations related procedures
  • Worked on SFDC and Oracle 11i and R12 to help the Renewals team to resolve quote/sales issues.

Technical Support Engineer

Allscripts Healthcare Solutions
Pune
10.2016 - 04.2018
  • Diagnosed and resolved complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
  • Regularly follow-up with clients to ensure that our service offerings are meeting their expectations
  • Review cases clearly and precisely document what actions were taken/Next steps
  • Need to send Daily updates emails for the Focus case to the relevant stakeholders
  • Provide direction and guidance to new Support Analysts for speedy resolution on cases and obtain client satisfaction
  • Communicate with product development department to improve on current design or to identify possible problems with design.

Education

B.Tech (Hons.) - Computer Science Engineering

Rajasthan Technical University
04.2016

Skills

  • Project Management
  • Account Management
  • Training
  • Solution Design
  • Customer Service
  • Customer Relationships
  • Application Support
  • Data Analysis
  • Excel
  • xml
  • Smartsheet
  • JIRA
  • Confluence
  • Microsoft Project Plan
  • Salesforce
  • Customer Retention
  • Customer Success
  • Customer Support
  • SQL
  • Service Delivery
  • Problem Management
  • Salesforce
  • Troubleshooting
  • Testing QA
  • Confluence
  • Customer Onboarding
  • Upselling products and services
  • Interpersonal Skills
  • Professional Communication Skills
  • Oracle 11i
  • Oracle 12
  • Quote Creation
  • Quotation Life Cycle
  • CRM
  • Oracle ERP
  • CPQ

Accomplishments

  • Promoted from Analyst to Senior Analyst (10/2021 - Present) - Rayden Interactive
  • Increased company Upsells for Non-Contracted Items by 60% through Open -end Communications, Identifying the gaps in client's workflow, etc. - Rayden Interactive
  • Planned and coordinated Foundation, Core and Enterprise projects. - Rayden Interactive
  • Received Indigo Award - Appreciation of great work (08/2021) - Rayden Interactive Received “WOW“ award for Great Performance throughout the Process Training - Symantec Corporation
  • Received “Employee of the month“ award for Excellent Performance (08/2018) - Symantec Corporation
  • Received “WOW” award for being dedicated and organized in work - Symantec Corporation
  • Received “Employee of the month“ award for Excellent Performance. (02/2019) - Symantec Corporation
  • Received “Employee of the month“ award for Excellent Performance (08/2019 - 09/2019) - Symantec Corporation
  • Received “WOW“ award for achieving a great milestone at work - Symantec Corporation

Certification

  • Microsoft Certified Solutions Associate SQL server 2012/2014 (01/2021)

Languages

English
Proficient
C2
Hindi
Bilingual or Proficient (C2)

Interests

  • Cooking
  • Meditation
  • Belly Dancing
  • Travelling
  • Scrabble
  • Fitness

Timeline

Sr.Client Services Analyst | CSM | Project Manager

Rayden Interactive
12.2019 - Current

Renewal Operations Executive

Symantec Corporation
04.2018 - 12.2019

Technical Support Engineer

Allscripts Healthcare Solutions
10.2016 - 04.2018

B.Tech (Hons.) - Computer Science Engineering

Rajasthan Technical University

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Ritu Banani