SRUTHY XAVIER
Doha
Summary
Results-oriented professional seeking a competitive and challenging environment to enhance working capacities, business efficiency, and serve organizations with determination and commitment.
Overview
9
9
years of professional experience
Work History
APPLICATION AND CUSTOMER SUPPORT MANAGER
FDC Web Technologies LTD
INDIA
01.2020 - Current
- Participated in quality management processes and implementation of front-end tests.
- Provided support to clients from the UK, Germany, USA, and Canada with technical data and application-specific questions about the software applications through email and calls. Forwarded suggestions from clients to the responsible department and consistently kept topics in the interest of clients using CRM software.
- Evaluated and reported software defects and change requests, conducted frontend testing for iOS, Android, and Windows platforms.
- Manually tested the web application and performed sanity, exploratory, functional, and regression testing to ensure the quality of the product.
- Reported to Developers using JIRA, and after rectification from Developer's regression testing, performed Test Case Design from the client requirements and specifications.
- Worked closely with technical support, developers, database team's management, etc.
- Trained new customer support staff members on proper use of software, systems, and customer service protocols.
- Created reports detailing customer support performance metrics such as response times, resolution rates, and customer feedback scores.
PRODUCT SPECIALIST
BYJU'S The Learning APP
DUBAI
06.2018 - 01.2020
- Monitor the status of registration of various clients from 7 GCC Countries into the program to provide regular updates and tracking of deliverables.
- Reviewing incoming customer compliance and providing instant solutions and managed group mailboxes and up to 30 phone calls daily.
- Collaborated with engineering teams to troubleshoot product issues.
- Provided technical support to customers experiencing difficulties with products or services.
- Assisted in the development of sales strategies for existing products.
Technical Analyst
Allianz Technology SE
INDIA
01.2016 - 04.2018
- Updating status information on a regular basis, setting up ad hoc meetings to clarify open topics, translating non-technical user requirements and descriptions into technical solutions.
- Track and synchronize tasks between suppliers or teams, manage group mailbox and phone calls.
- Coordinated with project managers on development timelines for various projects while adhering to established standards.
- Provided technical support to users, troubleshooting system issues and resolving problems in a timely manner.
- Performed detailed analysis of existing systems and identified areas for improvement.
- Developed test plans and scenarios to ensure quality assurance of new applications.
- Assisted in the creation of technical documentation including process flow diagrams, use cases, functional specifications, network diagrams .
- Analyzed business requirements to develop technical solutions that meet customer needs.
Senior Claims Specialist
Allianz SE
08.2016 - 11.2017
- Setting up motor claims, along with validation, liability decision, negotiations, and authorization of payments.
- Allocating workload within the team, monitoring the work within the team, and preparing daily ad hoc reports and analyses of daily workflow.
- Provided live claim support to attorneys, third-party insurers, and customers by managing inbound telephone inquiries, resolving any customer grievances, and providing quick solutions accordingly.
- Does Outlay submission, complete outlay calculations, and instructing solicitors on relevant claims, and teaming up with solicitors to resolve the claim.
- Global Exposure, working with clients in the UK, Germany, USA, Canada, UAE, Qatar, and Saudi Arabia.
- GCC Exposure working with Inbound and Outbound Calls, Emails, and Chats.
Education
Bachelor of Technology (B.Tech) - Information Technology
NEFTU
APXII (Senior Secondary) - Biology Science
Kerala state Board (L.M.S H.S.S , Trivandrum)
TrivandrumX (Secondary) -
Kerala state Board (St Therese's Convent G.H.S.S, Trivandrum)
TrivandrumSkills
- Training and mentoring
- Research and due diligence
- SLA management
- Customer Relations and Time Management
- Problem-solving aptitude and Decision-Making
- Team Building
- Project Coordination
- Business development support
- User Support
- Requirements Analysis
- Product Demonstrations
Accomplishments
- Consistent Top performer in all teams I have worked with.
- Initiated New strategies for Business Development which helped gaining 50% increased revenue.
- Most profit earning Recoveries team in entire UK motor insurance history.
- Had surpassed the target of profit of 70% with 73% until May 2019 which is 2 billion profits.
- Awarded as best Employee of the month several times for constant high performance.
Personal Information
- Date of Birth: 07/19/1994
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Malayalam
- Tamil
Training
- Yellow Belt - Six Sigma
- DART
- Fraud Detection
- UK Motor Insurance
- Red Hat Linux
Professionalbackground
Talented Customer Support Manager with highly effective expertise at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Timeline
APPLICATION AND CUSTOMER SUPPORT MANAGER
FDC Web Technologies LTD
01.2020 - Current
PRODUCT SPECIALIST
BYJU'S The Learning APP
06.2018 - 01.2020
Senior Claims Specialist
Allianz SE
08.2016 - 11.2017
Technical Analyst
Allianz Technology SE
01.2016 - 04.2018
Bachelor of Technology (B.Tech) - Information Technology
NEFTU
XII (Senior Secondary) - Biology Science
Kerala state Board (L.M.S H.S.S , Trivandrum)
X (Secondary) -
Kerala state Board (St Therese's Convent G.H.S.S, Trivandrum)
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