Thrupthi B

• Maintained thorough documentation of client interactions and resolution steps, ensuring seamless handover between team members when necessary.
• Advised clients on best practices for system maintenance and troubleshooting techniques to maximize uptime and reduce downtime instances.
• Served as primary escalation point for complex technical issues requiring specialized knowledge or expertise.
• Provided comprehensive product support for more than 10 accounts, resulting in improved system performance.
• Wrote documentation, knowledge-based articles and tutorials to improve customer experiences.
• Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
• Generated reports and communicated results to stakeholders to provide insights into customer success.

• Skilled in performing root cause analysis, debugging and
  troubleshooting on Zscaler products.
• Effectively lead and participate in customer-facing calls
  helping to communicate progress updates, action plans, and
  resolution details.
• Performing in-house replication and coordinating with
  engineering dept. for fixes/workarounds for bugs, crashes, etc.
• Explain technical information in clear terms to non- technical
  individuals to promote better understanding.

Collaborated with other nonprofit organizations to develop joint initiatives that benefited broader community at large.

• Spearheaded special projects, driving innovation within the organization's programs and initiatives.
• Spread awareness on digital media, planning creative content, and fundraising.