Sowmya S

• Working on customer logged cases to fix resolution in SFDC tool
• Assigning technician to the case logged by customer
• Interactions with internal technical team on troubleshooting steps taken for the customer query on case being logged
• Interactions with supply chain management team to get the parts ordered by customer and to make sure technician has completed the case within the customer's SLA (Service level agreement) with HPE
• Interactions with UPS (United parcel services) team to make sure part is delivered and kept ready for CE (Customer engineer) pick up
• Interacting with customers and handling customer queries and escalations related to cases and reporting on case details in SFDC tool
• Solve the process related queries within the team
• Also had an opportunity to work as trainer within the team for 6 months to train the co-workers on upgrading the new process introduced
• Actively took part in all events conducted by Human resources team apart from managing my working hours
• Worked for cases logged in from customers in North America, Australia, and UK regions
• Collaborated with clients to assess their needs, designing custom IT solutions that met or exceeded expectations.
• Developed comprehensive documentation for end-users, simplifying complex concepts into easily understandable instructions.
• Resolved escalated technical issues promptly; serving as the go-to resource for clients and colleagues in need of expert assistance.
• Cultivated strong relationships with clients through consistent communication, transparency, and a commitment to excellence in service delivery.
• Mentored junior consultants, sharing knowledge and expertise to foster growth within the team.
• Coordinated with cross-functional teams to ensure seamless integration between various software components.
• Boosted client satisfaction by providing customized software solutions tailored to their specific needs.
• Analyzed customer feedback, using insights gained to drive continuous improvement in product offerings and support services.

Important Note :

I'm certainly ready to start my career as Fresher in Professional Accounting & Finance domain.