SARA NIKHAT
HYDERĀBĀD
Summary
Highly dedicated and experienced Support Team Manager with a proven track record of optimizing internal support systems and leading high-performing teams. Adept at overseeing Jira system management for efficient ticket tracking, prioritization, and resolution, consistently ensuring high service levels. Possesses strong expertise in developing and maintaining comprehensive knowledge bases to serve as critical resources for employees. Analytical mindset, skilled in leveraging data and reporting to drive continuous process improvement and enhance service quality. Exceptional communicator and collaborative leader, focused on fostering productive environments and aligning support processes across departments to support organizational goals.
Overview
10
10
years of professional experience
Work History
Technical Support Team Lead
Highradius Technologies
01.2024 - Current
- Lead team to deliver top-notch support, enhancing efficiency and user satisfaction.
- Manage incident resolution, reducing recurrence through thorough root cause analysis.
- Provide technical expertise, improving user issue resolution and application functionality.
- Coordinate with stakeholders to ensure seamless communication and swift problem resolution.
Senior Functional Consultant
Highradius Technologies
01.2022 - 01.2024
- Enhance system performance, achieving measurable improvements in client satisfaction.
- Resolve client issues swiftly, ensuring seamless operations and minimal downtime.
- Stay informed on product updates, aligning solutions with client needs.
- Cultivate client relationships, aligning solutions with business goals.
- Conduct user training, boosting system utilization and efficiency.
Functional Consultant
Highradius Technologies
01.2022 - 01.2022
- Collaborate with clients to identify business challenges and tailor tech solutions.
- Ensure client requirements are seamlessly integrated into system designs.
- Assist in application configuration to align with business objectives.
- Analyze software capabilities to effectively address client needs.
- Facilitate measurable improvements in client operations through strategic implementation.
Associate Functional Consultant
Highradius Technologies
01.2021 - 01.2022
- Analyzed processes to resolve issues, enhancing efficiency and user satisfaction.
- Trained key users, improving application adoption and user competency.
- Exceeded service levels, contributing to operational excellence.
Senior Engineer
Highradius Technologies
01.2019 - 01.2021
- Led training for technical staff, enhancing skills and efficiency.
- Documented client interactions, ensuring accurate processing.
- Improved team communication, resulting in streamlined operations.
Operations Engineer
Highradius Technologies
01.2016 - 01.2019
- Resolved customer issues swiftly, enhancing satisfaction and tool value.
- Managed ticketing systems, ensuring prompt issue resolution within SLA.
- Collaborated with clients like Tierpoint and Lonza, optimizing operational efficiency.
- Streamlined processes, facilitating client understanding of additional solutions.
- Supported diverse customer base, driving measurable improvements in operations.
Education
Masters - Computer Science
Osmania University
01.2013
Bachelors - Computer Science
Osmania University
01.2009
Skills
- Communications (Expert)
- Problem solving (Beginner)
- Excellent communication and presentation skills (Experienced)
- Leadership and team building skills (Skillful)
- Problem-solving and analytical abilities (Expert)
- Understand the features, functions, and limitations of the software solution (Expert)
- Data Analysis
- Customer Relationship Management
- Escalation management
- SLA management
LANGUAGES
English (Proficient)
Telugu (Novice)
Hindi (Proficient)
Timeline
Technical Support Team Lead
Highradius Technologies
01.2024 - Current
Senior Functional Consultant
Highradius Technologies
01.2022 - 01.2024
Functional Consultant
Highradius Technologies
01.2022 - 01.2022
Associate Functional Consultant
Highradius Technologies
01.2021 - 01.2022
Senior Engineer
Highradius Technologies
01.2019 - 01.2021
Operations Engineer
Highradius Technologies
01.2016 - 01.2019
Bachelors - Computer Science
Osmania University
Masters - Computer Science
Osmania University