Sabeeha Shariff
Mysore
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
11:11 Systems Inc
09.2023 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established team priorities, maintained schedules and monitored performance.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Senior Technical Specialist
Infosys BPM
01.2022 - 01.2023
- Company Overview: Working with Google Process, handling international customers and maintaining data
- Google Workspace is a cloud productivity and collaboration suite
- I am currently working with Google Process, Handling International customers and also maintaining the data
- Google Workspace formerly G- suite is a solutions for every business
- It is the best Cloud Productivity and Collaboration Suite, It includes Gmail, Messaging
- Meetings
- Docs, Google Voice, Google Drive, Hangouts, Google Calendar and many other tasks
- Troubleshot technical issues and provided on-site technical support
- Monitor and maintain the availability, performance, and security of the Google Workspace environment, including user accounts, groups, permissions, and settings
- Configure and customize the Google Workspace applications to meet the specific needs of the organizations
- Provide technical support and troubleshoot issues related to Google Workspace applications, including Gmail, Drive, Docs, Meet, Billing, Many other Google core services
- Managed multiple process improvement projects in various stages
- Prioritized and organized tasks to efficiently accomplish service goals
- Identified needs of customers promptly and efficiently
- Planned and completed group projects, working smoothly with others
- I have also completed first appraisal cycle
- Working with Google Process, handling international customers and maintaining data
- Google Workspace is a cloud productivity and collaboration suite
IT Analyst
Cameo Global
05.2021 - 01.2022
- Company Overview: SendHub is a business texting and voice platform that offers convenience, flexibility, and all the features that today's modern business and organizations need
- Total experience: 7 months
- SendHub is a business texting and voice platform that offers convenience, flexibility, and all the features that today's modern business and organizations need to manage SMS marketing campaigns, customer support, dispatch and delivery and a wide range of other use cases, all within an easy to use web dashboard and mobile app
- Managing user accounts, login issues, Billing
- Zen desk ticketing tool
- Troubleshot and resolved problems with programs and systems
- SendHub is a business texting and voice platform that offers convenience, flexibility, and all the features that today's modern business and organizations need
Technical Support Engineer L1
Wipro Infotech
01.2018 - 01.2021
- Company Overview: Providing services to the banks including Internet provider, Networks, Routers, Switches, and modems
- Wipro Technologies : Nabard Project: National bank for Agriculture and Rural Development
- Clients: 104 banks
- Providing services to the banks it includes Internet provider, Networks, Routers, Switches, and modems
- Troubleshooting hardware failures and traffic management issues
- Coordinating with various vendors, end users support departments and on-site engineers
- Escalating and following up with internal teams for unresolved Incidents/ Issues
- Configuration of routers and Switches at the banks, HO
- Replied to customer queries via email, messaging systems and support ticket platforms
- Provided support via remote desktop software, diagnosing customer issues over private and public networks
- Collaborated with teams to solve technical customer problems across product suites
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Asked customers targeted questions to diagnose problems and provided timely solutions
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Providing services to the banks including Internet provider, Networks, Routers, Switches, and modems
Education
Bachelor of engineering - computer science
Bahibali College of Engineering
08.2017
PUC, 12th - PCMB
06.2013
10th -
06.2011
Skills
- Communication
- Incident management
- ITSM and vendor management
- ITIL
- Technical support
- Resolving customer queries
- Handling global customers
- Desktop support
- Provides assistance via Chat
- Ticketing tools
- Provides assistance via phone
- Provides assistance via email
- Maintaining SLA
- Customer satisfaction
- Google Workspace Administrator
- Good work ethic
- Reliable
- Trustworthy
Accomplishments
- Presented paper on INFRASEE system.
- Project (PASSENGER BUS ALERT SYSTEM FOR EASY NAVIGATION OF BLIND) got selected to KSCST and national level and presented paper at BCE, AIT college.
- Received a best engineer award from Wipro in 2018 and 2020.
- Highest customer feedback survey at Google Workspace Admin.
Languages
English
Kannada
Hindi
Hobbies and Interests
- Cooking
- Gardening
- Watching television programs
Timeline
Customer Success Manager
11:11 Systems Inc
09.2023 - Current
Senior Technical Specialist
Infosys BPM
01.2022 - 01.2023
IT Analyst
Cameo Global
05.2021 - 01.2022
Technical Support Engineer L1
Wipro Infotech
01.2018 - 01.2021
PUC, 12th - PCMB
Bachelor of engineering - computer science
Bahibali College of Engineering
10th -
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