Swarna S R
Technical Process Specialist
Bengaluru
Summary
Technical Process Specialist with 7 years of experience driving operational excellence and customer satisfaction in fast-paced environments. Expertise in lead management, project management, and advanced Excel proficiency facilitates the delivery of high-quality service and streamlined processes. Proven ability to troubleshoot complex issues, mentor team members, and enhance client interactions ensures optimal results. Committed to fostering collaborative relationships and improving overall team efficiency while adapting to evolving business needs. Ready to leverage skills in a customer service role to support and enhance e-commerce operations and client engagement strategies.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Technical Process Specialist
Citrix/Infosys
Bengaluru
06.2020 - Current
- Contributed significantly towards achieving company-wide sustainability goals by identifying and implementing green technology solutions.
- Served as a subject matter expert on critical system upgrades, providing valuable insights and recommendations for enhancements.
- Troubleshot server warnings, configuration issues, and performance anomalies across multiple platforms.
- Managed end-to-end license application workflows and client entitlement validation to ensure timely resolution.
- Served as a key liaison for customer queries involving authentication, billing, and entitlements using SAP/FICA and Salesforce.
- Conducted on boarding support for new clients and provided product usage training, ensuring smooth adoption.
- Documented resolutions and shared best practices with internal teams to improve response quality and reduce TAT.
- Guided and mentored team members on troubleshooting protocols and client handling, contributing to overall team performance.
- Provided leadership in team meetings and acted as the go-to person for resolving internal blockers, enhancing team efficiency.
Senior Executive Operations
STARTEK Ltd.
Bengaluru
11.2018 - 03.2020
- Promoted as a Supervisor and practicing GDS(Sabre and Amadeus).
- Working on Airline software to perform changes on the PNR by authorizing rebates.
- Managed global airline software for flight changes, refunds, and reservations.
- Results-oriented individual who will take ownership of problem resolution.
- Dependable and able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.
E-Commerce Operation
Falcon Brands Pvt Ltd
Bengaluru
08.2017 - 09.2018
- Enhanced online sales through targeted marketing strategies and effective platform management.
- Managed inventory, logistics, and ensured product quality standards.
- Analyzed customer feedback to continually improve satisfaction levels.
- Collaborated with cross-functional teams to optimize operational processes.
- Developed training materials to support team members in customer engagement.
Education
MBA - Marketing Management And Digital Marketing
Xaviers Institute of Business Management Studies
Bengaluru 08.2021 - 02.2023
Bachelor of Computer Application- BCA - Computer Science
Bangalore University
Bengaluru 01.2013 - 01.2016
Skills
- Customer account management
- Lead Management
- Report analysis
- Advanced Excel
- Amadeus (GDS)
- Sabre(GDS)
Activities
Certification on HTML/CSS and PHP
Timeline
MBA - Marketing Management And Digital Marketing
Xaviers Institute of Business Management Studies
08.2021 - 02.2023
Technical Process Specialist
Citrix/Infosys
06.2020 - Current
Senior Executive Operations
STARTEK Ltd.
11.2018 - 03.2020
E-Commerce Operation
Falcon Brands Pvt Ltd
08.2017 - 09.2018
Bachelor of Computer Application- BCA - Computer Science
Bangalore University
01.2013 - 01.2016
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