Sneha Ravindran
BENGALURU
Summary
Dynamic Technical Support Engineer with a proven track record at SAP Concur, specializing in enhancing customer satisfaction through innovative solutions and effective project management. Skilled in Customer Relationship Management, I led initiatives that significantly improved customer engagement and operational efficiency, while mentoring teams to excel in technical documentation and product configuration.
Overview
10
10
years of professional experience
Work History
Technical Support Engineer
SAP Concur
Bengaluru
10.2018 - Current
- Provide advanced support for Concur Expense product groups by analyzing customer-reported incidents, delivering effective solutions, and collaborating with internal teams to enhance customer satisfaction.
- Create and manage Customer-Reported Maintenance Cases (CRMCs) to document bugs and collaborate with R&D teams to prioritize and resolve system issues efficiently.
- Develop and maintain knowledge articles, conduct training sessions, and mentor team members to enhance expertise and operational efficiency for internal teams and end-users.
- Deliver specialized training on product UI configuration and setup, along with key operational concepts like urgency vs. priority, case hand-offs, escalations, and routing processes.
- As a senior analyst, supervised team operations and escalation records, represented the support team in client review meetings to provide tailored configuration solutions,
- Led initiatives on the Employee Engagement Team to promote a positive work environment.
- Led 'Project Khushi' to enhance Customer Satisfaction by analyzing trends and implementing best practices, and provided real-time support at SAP Concur Fusion,
- Proposed innovative ideas like “Real-time Sentiment Analysis using AI,” and showcased these initiatives through engaging demo pods during Customer Service Week.
IT Application and Operations Analyst
DXC Technology
Bengaluru
08.2015 - 09.2018
- SME of PPS sales applications
- Responsible for supporting and maintaining sales-related applications owned by the company
- Responsible for monitoring daily jobs and aiding in daily data load
- To help and provide end-to-end support for external partners
- Responsible for correcting corrupted data in orders and claims lodged by external customers
- Responsible for supporting and maintaining UNIX and Linux user and application accounts
- Involved in managing disk space on the above platforms
- Involved in the maintenance of servers, including rebooting when necessary
Education
B.E - Medical Electronics
MVJ College of Engineering
Bengaluru, KA2015
12th -
New Horizon PU College
Bengaluru, KA2010
10th -
Miranda High School
Bengaluru, KA2008
LLB - Law
Patel Law Collge
Bengaluru, KASkills
- SAP Concur Expense
- SQL
- JIRA
- Basics of Unix and Linux
- Technical documentation
- Product Configuration
- Leadership and Mentoring
- Customer Relationship Management
- Time management
- Conflict Resolution
- Project management
- Change management
Skills
- SQL database understanding
- Person-centred practise
- Willingness to learn
Hobbies and interests
- Passionate about dancing, with experience teaching dance to underprivileged children.
- Enthusiast of classical music, with a background in Carnatic music.
- Dedicated to tutoring and mentoring students in Math and Science.
Affiliations
- Passionate about dancing, with experience teaching dance.
- Enthusiast of classical music, with a background in Carnatic music.
- Dedicated to tutoring and mentoring students in math and science
- Always on the lookout to try new experiences.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Tamil
Elementary (A2)
A2
Malayalam
Elementary (A2)
A2
References
References available upon request.
Timeline
Technical Support Engineer
SAP Concur
10.2018 - Current
IT Application and Operations Analyst
DXC Technology
08.2015 - 09.2018
B.E - Medical Electronics
MVJ College of Engineering
12th -
New Horizon PU College
10th -
Miranda High School
LLB - Law
Patel Law Collge
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