Sharmila Arulpandi

• Enhancing Operational Efficiency Through Collaboration : Facilitated seamless collaboration across departments to tackle complex operational challenges, ensuring cohesive and innovative problem-solving approaches.
• Optimizing Warehouse Inventory Management : Utilized SQL queries to monitor and maintain optimal stock levels and reorder points, implementing efficient batch processing for timely updates and improved inventory accuracy.
• Improving Customer Satisfaction with Responsive Service: Achieved higher customer satisfaction through prompt resolution of warranty claims and transparent communication, enhancing trust and loyalty.
• Ensuring Fair Product Handling and Compliance: Evaluated returned products according to company policies, determining eligibility for refunds, exchanges, or repairs, and ensuring consistent and fair customer interactions.
• Efficient Data Management with MS Excel: Created and updated tracking spreadsheets using MS Excel, facilitating streamlined data organization and analysis for enhanced operational efficiency and informed decision-making.
• Project Coordination and Implementation: Collaborate with product teams to ensure the completeness and accuracy of delivered solutions.
  

• Dashboard Design and Business Analysis: Designed intuitive views in Zendesk to streamline reporting and dashboard creation, facilitating comprehensive business analysis, informed decision-making and large data sets research.
• Data Extraction and Analysis: Developed SQL queries to extract detailed customer information and interaction history, enabling data-driven insights crucial for strategic business decisions.
• Client Engagement and Project Management: Engaged effectively with leads and clients to gather requirements, conducted project calls, and upheld a commitment to delivering exceptional service, ensuring smooth project deliverables.
• Communication and Project Clarity: Actively participated in sessions, demonstrating strong communication skills and fostering clear project understanding among team members and stakeholders.
• Team Development and Support: Educated and supported new team members, fostering a culture of mutual support and leveraging personal expertise to optimize responsibilities for junior staff.
• Data Summarization with Excel: Leveraged Microsoft Excel functions, graphs, and pivot tables to summarize and visualize information effectively, supporting data-driven decision-making and strategic planning.
• Requirement Gathering and Documentation: Documenting client requirements and technical specifications, transforming functional needs into viable technical solutions, and facilitating solutions workshops with clients to gain comprehensive insights
  

• Comprehensive Technical Support Across Channels: Deliver swift and courteous technical support via phone, email, and chat, guiding clients through troubleshooting for efficient issue resolution and ensuring positive customer experiences.
• Accurate Problem Identification and Data Gathering: Precisely identify technical glitches reported by clients, ask relevant questions to gather data, and pinpoint core issues to expedite problem-solving processes.
• Pragmatic Solutions and Clear Guidance: Provide pragmatic and effective technical solutions to clients, guiding them through fixes or offering clear self-help directions to empower users in resolving issues independently.
• Thorough Documentation and Follow-up: Document comprehensive customer interactions, queries, and solutions in the support ticket system, ensuring thorough records and timely follow-up to achieve satisfactory issue resolution.
• Deep Product and Service Knowledge: Attain a profound understanding of offerings, services, and technologies, staying updated on upgrades and enhancements to provide informed support and customer guidance.
• Collaborative Problem Escalation: Partner with multifunctional teams including software developers and QA to escalate and resolve complex technical issues efficiently, ensuring seamless customer support experiences.
• Development of Support Resources: Formulate and continuously revise technical support resources such as FAQs, knowledge articles, and troubleshooting manuals, enhancing support for customers and internal teams with accessible and helpful information.
  

• Building Strong Relationships in Field Operations: Developed resilient relationships within the field operations unit, fostering rapport and teamwork that enhances efficiency and collaboration.
• Client Collaboration and Partnership Building: Actively engaged in client collaboration and forged partnerships with the field team, ensuring seamless execution of product deployments and fostering long-term client relationships.
• Guidance and Mentorship for New Team Members: Provided valuable guidance and mentorship to newly onboarded team members, leveraging data assessment to create detailed reports and facilitate their integration into the team.
• Contribution to Process Enhancement Initiatives: Took an active role in supplementary assignments and initiatives aimed at enhancing processes and driving development forward, contributing to the team's overall efficiency and effectiveness.

Customer Education and Product Communication

• Delivered thorough presentations of the product's features and benefits, ensuring customers gained comprehensive understanding.
• Skillfully communicated advantages and distinctive characteristics of product to clientele.
• Ensured customers had a clear grasp of product's attributes and advantages, fostering informed purchasing decisions.

Weekly and Monthly Target Attainment:

• Met both weekly and monthly sales targets consistently, aligning with assigned objectives.
• Achieved prescribed sales targets consistently on both weekly and monthly scales.
• Demonstrated reliability in attaining set sales targets, maintaining a steady performance rhythm on a weekly and monthly basis.

Team Leadership and Performance Management

• Took leadership of the team, conducted effective training sessions, and meticulously documented daily reports.
• Managed the team efficiently, facilitated comprehensive training sessions, and upheld systematic records of daily reports.