Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Salma Khanum

Salma Khanum

Bengaluru

Summary

Seasoned Senior Technical Support Specialist with background in managing complex technical issues, troubleshooting software problems, and improving operational efficiency. Notable skills include strong analytical abilities, deep understanding of IT infrastructure, and adeptness at customer service. Previous roles highlight success in enhancing system performance, ensuring user satisfaction, and contributing to team-oriented solutions.

Overview

4
4
years of professional experience

Work History

Senior Technical Implementation Specialist

Cognizant technology solutions
Bengaluru
08.2023 - Current
  • Implemented and optimized conversion tracking in Google Ads to accurately measure and attribute leads, sales, and other key actions.
    - Set up and managed Google Analytics goals and events to track user interactions, enabling detailed analysis of conversion paths and drop-off points.
  • Integrated Google Ads with Google Analytics to create a seamless tracking ecosystem, allowing for comprehensive performance insights and data-driven optimization.
  • Utilized Google Tag Manager to deploy and manage tracking codes across multiple websites, ensuring accurate conversion tracking without requiring extensive developer support.
  • Configured and monitored Enhanced E-commerce tracking in Google Analytics, providing detailed insights into product performance, shopping behavior, and checkout processes.
    - Implemented cross-domain tracking to monitor conversions across multiple websites, ensuring a holistic view of user interactions and conversion paths.
  • Partnered with development teams to ensure accurate implementation of conversion tracking codes and troubleshoot any technical issues impacting data collection.

Senior Key Accounts Manager

Arzooo pvt LTD
Bengaluru
05.2022 - 01.2023
  • Negotiated contract terms and pricing with customers in order to optimize profitability.
  • Analyzed sales reports to identify opportunities for growth within the key accounts portfolio.
  • Tracked industry trends and competitor activity in order to stay ahead of the competition.
  • Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
  • Communicated with retailers to provide information on promotions and sales.

Customer Support Specialist

udaan India pvt ltd
Bengaluru
07.2020 - 03.2022
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Followed up with customers to ensure their requests were addressed properly.
  • Adhered to all company policies and procedures when dealing with customers.
  • Forwarded calls to management if outstanding issue required immediate resolution.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Education

Bachelor of Engineering Technology - Information Science

Bapuji Institute of Engineering And Technology
Davangere
06-2019

Skills

  • Troubleshooting and diagnosis
  • Issue Resolution
  • Remote assistance
  • Customer Service
  • Advanced troubleshooting

Languages

Hindi
First Language
Hindi
Proficient (C2)
C2
kannada
Proficient (C2)
C2
English
Proficient (C2)
C2

Timeline

Senior Technical Implementation Specialist

Cognizant technology solutions
08.2023 - Current

Senior Key Accounts Manager

Arzooo pvt LTD
05.2022 - 01.2023

Customer Support Specialist

udaan India pvt ltd
07.2020 - 03.2022

Bachelor of Engineering Technology - Information Science

Bapuji Institute of Engineering And Technology

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Salma Khanum