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