Vrushali Bhalerao
Summary
Possess outstanding technical expertise with a strong experience of more than 9 years in client service. resourceful team member with a proven history of reliability and excellent work. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and a team player.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader - Client Support Specialist
Talentica Software (I) Pvt. Ltd.
07.2019 - Current
- Responsible to provide Tier 2 and Tier 3 functional as well as non-functional support to stakeholders through our various channels of support to resolve issues to completion
- Work closely with external vendors, internal teams, and clients to ensure success throughout all technical, and operational aspects of the product life cycle
- Communicate issues to engineers on a technical level while also speaking to the customer's needs in ways that they can understand
- Worked closely with the product and engineering teams to enhance ROR based product for Mortgage Solutions
- Perform diagnosis for issues needing escalation and offer advanced technical hands-on troubleshooting/root cause isolation skills
- Gather and present customer insights to internal teams adhering to process workflows, while providing feedback on where these flows can be improved
- Experienced in Dashboard testing, usability testing and various integration testing for clients
- Utilize debugging skills to analyze ticket patterns and identify trends
- Responsible to help a new hire starting from onboarding, training, and getting him/her to speed up with the work
- Ability to modify and implement processes, and procedures to guarantee error-free and timely deliverables considering business goals
- Also, suggest technical improvements and get them implemented in our tools to improve our efficiency based on understanding the client’s requirements
- Documenting the new/existing processes and updating them on a timely basis.
- Developed Continuous Improvement/Lean production training programs for onsite implementation.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Conducted regular reviews of operations and identified areas for improvement.
Team Leader
Talentica Software (I) Pvt. Ltd.
04.2017 - 06.2019
- Responsible to provide Tier 1 and Tier 2 support to clients across the globe
- Acting as a point of escalation and point of contact for our premium clients for end-to-end supply and platform-related queries
- Interacting with various internal teams like application engineering, SDK, Core Engineering teams for the issues which can be handled/resolved from the back-end
- Working closely with teams across various regions APAC, EMEA, LATAM, and the US to help them in Identifying and fully resolving any issue related to ad setup, ad serving, performance, optimization, tracking, discrepancy and interpretation
- Changed existing processes and implemented new processes to improve efficiency
- Also, suggest technical improvements and get them implemented in our tools to improve our efficiency based on understanding the client’s requirements
- Leading weekly global meetings and status calls to understand latest updates and gather the business requirements from clients
- Documenting all the current processes and updating them on a timely basis
- Responsible to train existing and new hires on all processes and Admarvel/Adcolony products
- Designing training modules and conducting an assessment to new joiners on basics of digital advertising, Ad serving tools, processes and technologies
- Generate and analyze team performance report, quality report, client reports, and monthly shift rotation rosters, etc
- Leading the daily stand-up meetings and delegating the tasks in the team
- Responsible to manage a team in absence of seniors, making team development plans.
Assistant Team Leader
Talentica Software (I) Pvt. Ltd.
09.2016 - 03.2017
- Work closely with external vendors, internal teams and clients to ensure success throughout all technical, operational aspects of the product life cycle
- Support the Accounts Managers, BD team in understanding and conveying complicated technical aspects of campaign delivery, performance, and monitoring
- Provide platform support to customers and assist them in introducing them to new features (RTB, PMP, DMP, AMP) of our platform by giving them demos
- Channelize client’s interest or inquiry and provide feedback to Product and Engineering Teams to build and design new features
- Troubleshooting issues such as ad serving, discrepancy, bad ads within given SLA
- Automating the existing reports
- Having discussions and meetings with Clients to gather the business requirements
- Providing detailed report to team leader on the issues/tickets and high level updates within the team
- Developed an internal wiki database of best practices and training modules for Publisher Support, Client Services and supply side teams
- Responsible for team management in absence of seniors, SLA, process management & escalation matrix for the team.
Senior Account Manager
Talentica Software (I) Pvt. Ltd.
04.2015 - 09.2015
- Manage and develop client relationships through the full lifecycle of the account including Presales support, onboarding, ongoing account management
- Serve as day to day contact with premium publisher clients to deliver value to the accounts through revenue lift, brand control and escalation management
- Collaborate with cross functional teams to resolve the issues/deliver results
- Analysis of campaigns to improve the delivery of the campaigns
- Test and QA the tags before onboarding new campaigns
- Keeping a track of all the tickets and make sure the delivery is error free.
Account Manager
Talentica Software (I) Pvt. Ltd.
10.2014 - 03.2015
- Manage all day-to-day operations associated with accounts
- Acting as point of contact for customer queries
- Understand and interpret customer requirements to maintain a satisfied client base
- Train new customers or introduce new features of platform to existing customer
- Creating new slots/placements for the existing and new publishers
- Work collaboratively across teams
- Troubleshooting with various tools
- Lead campaigns delivery strategy to ensure campaigns meet performance and revenue goals
- Build and deliver publisher reports to publishers and internal teams
- Mentoring the juniors in the team and help them in the process.
Executive Ad Operations
Talentica Software (I) Pvt. Ltd.
01.2014 - 09.2014
- Setting & Managing a new publisher/advertiser/manager account
- Creating new slots/placements for the existing and new publishers
- Testing new tags
- Troubleshooting bad ads
- Support site content standards
- Attending daily SCRUM meetings and sending daily and weekly reports.
Education
Master in Computer Science -
Pratibha College of Commerce And Computer Studies
PuneBachelor of Computer Science -
Dr. D. Y. Patil Arts, Commerce & Science College
PuneSkills
- Customer Experience
- Cross-Functional Team Collaboration
- Process Analysis/Development
- Quality Assurance
- System Application Design/Implementation
- Flexible to adapt new environments
- Troubleshoot and resolve technical issues
- End to end People Management
TOOLS USED
- Digital Advertising Tools: Ad Verification (Doubleverify), In-house Advertising tools, Adnetwork Dashboards
- Debugging Tools: Fiddler, Charles, Video Suit Inspector, In-house Native and Web Mobile Tester Apps, Splunk, Local machine
- Other Tools: Test rail, Encompass, Postman, GitHub, Visual Studio, Heroku, New Relic, Asana, Lucid Charts
- Ticketing Tools: Zendesk, JIRA
Certification
· Customer Success Manager: Fundamentals to your CSM career
· Splunk: Zero to Power User
· The Project Management Course: Beginner to PROject Manager
· API and Web Services Introduction
Additional Information
Valid B1/B2 US Visa holder through 2025.
Timeline
Team Leader - Client Support Specialist
Talentica Software (I) Pvt. Ltd.
07.2019 - Current
Team Leader
Talentica Software (I) Pvt. Ltd.
04.2017 - 06.2019
Assistant Team Leader
Talentica Software (I) Pvt. Ltd.
09.2016 - 03.2017
Senior Account Manager
Talentica Software (I) Pvt. Ltd.
04.2015 - 09.2015
Account Manager
Talentica Software (I) Pvt. Ltd.
10.2014 - 03.2015
Executive Ad Operations
Talentica Software (I) Pvt. Ltd.
01.2014 - 09.2014
Master in Computer Science -
Pratibha College of Commerce And Computer Studies
Bachelor of Computer Science -
Dr. D. Y. Patil Arts, Commerce & Science College
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