SHREEYA SHEIKH
Noida
Summary
Results-driven professional with extensive experience at Adobe Systems Inc., specializing in predictive analytics and customer retention strategies. Proven ability to enhance customer satisfaction and drive revenue growth through data analytics and effective communication. Skilled in ITSM and project coordination, achieving significant reductions in churn and response times.
Overview
12
12
years of professional experience
Work History
Senior Associate Retentions
ADOBE SYSTEMS INC.
Remote
02.2017 - Current
- Implemented predictive analytics model reducing customer churn by 25%, saving $1.8M in annual revenue
- Spearheaded customer engagement strategies increasing retention rates by 35%, contributing $2.5M to annual revenue
- Developed customer health scoring system improving churn risk prediction by 60%, saving $3.2M in revenue
- Led voice-of-customer program analyzing 5000+ customer feedback entries, boosting satisfaction by 45%
- Managed 500+ monthly customer issues, reducing response time by 40% while maintaining 90%+ satisfaction
- Established early warning system improving retention of high-value accounts ($5M+) by 45%
- Created customer journey maps across 5 touchpoints, increasing customer lifetime value by 40%
Technical Support Analyst
DELL TECHNOLOGIES
Gurgaon
05.2015 - 11.2016
- Managed 300+ monthly tickets with 40% reduction in resolution time through streamlined support measures
- Supported 150+ end-users monthly through tailored system operation walkthrough, reducing support tickets
- Orchestrated software upgrades for 500+ workstations while maintaining system security
- Achieved 95% customer satisfaction through consistent stakeholder communication
- Implemented ticket prioritization system improving critical response times by 35%
- Reduced post-deployment support tickets by 30% through targeted training sessions
Technical Support Representative
IBM
Gurgaon
12.2012 - 10.2014
- Managed Active Directory for 2000+ users with 99.9% accuracy in access control
- Processed 1000+ monthly tickets with 45% reduction in critical response times
- Improved ticket routing accuracy by 65% through new classification guidelines
- Achieved 98% SLA compliance rate while maintaining high customer satisfaction
- Reduced permission-related incidents by 30% through optimized group policy management
- Maintained 92% first-time fix rate while handling complex technical issues
Education
Bachelor of Computer Applications -
Mahatma Gandhi Kashi Vidyapeeth
India07.2011
Skills
- ITSM
- CRM
- Active Directory
- SLA Management
- Adobe Creative Suite
- Cybersecurity tools
- Network Security
- Performance Metrics
- KPI tracking
- Data analytics
- Risk Assessment
- Incident Response
- Quality Assurance
- Project Coordination
Skills And Interests - Skills
ITSM, CRM, Active Directory, SLA Management, Adobe Creative Suite, Cybersecurity Tools, Network Security, Performance Metrics, KPI Tracking, Data Analytics, Risk Assessment, Incident Response, Quality Assurance, Project Coordination, Google Cybersecurity Certificate, Microsoft Outlook and 365 tools experience (Excel, Powerpoint etc.)
References
References available upon request.
Certification
- Sales Essentials Certificate
- Certified Retention Specialist, Adobe
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 5-10 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit SharingQuote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Languages
Hindi
Native language
English
Proficient (C2)
C2
Interests
Cybersecurity
Timeline
Senior Associate Retentions
ADOBE SYSTEMS INC.
02.2017 - Current
Technical Support Analyst
DELL TECHNOLOGIES
05.2015 - 11.2016
Technical Support Representative
IBM
12.2012 - 10.2014
Bachelor of Computer Applications -
Mahatma Gandhi Kashi Vidyapeeth
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